System Thinking Quiz
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Systems thinking allows someone to have a clear view of the patterns and cycles of a system rather than concentration on specific events alone. Over the past week, we have been able to cover much on this topic, and I have prepared a quiz to test just how much you recall. Why don’t you give it a try and see what awaits you?
- 1.Please insert your name and team leader's name.
- 2.Which of these names is most associated with systems thinking?
- A.
W. Edwards Deming
- B.
Denholm Elliot
- C.
David van Guard
- D.
Dick van Dyke
- 3.When answering calls which of these helps us deliver purpose?
- A.
Quantity over Quality
- B.
Quality over Quantity
- 4.
- A.
Efficient customer service
- B.
Product and process knowledge
- C.
Getting it right first time
- D.
No one tries harder
- 5.Our purpose statement is - "No one tries harder to deliver efficient customer service through getting it right first time and meeting customer's needs through extensive product and process knowledge." Identify two "outputs" in our purpose statement. (Tick 2 answers)
- A.
Meeting customer's needs
- B.
No one tries harder
- C.
Extensive product and process knowledge
- D.
Efficient customer service
- 6.What drives performance?
- A.
95% Individual 5% System
- B.
50% System 50% Individual
- C.
95% System 5% Individual
- D.
75% Individual 10% System 15% On a wing and a prayer
- 7.Which of the following would help us sell more addons? (Tick all that apply)
- A.
Identify customers needs through questioning and listening
- B.
Only offer addons to new business customers
- C.
Offer the same FELB to every customer
- D.
Match the customers needs with the relevant FELB
- E.
Offer at every appropriate opportunity
- F.
Assume the customer does not want addons so don't mention
- G.
Ask every customer "Do you want breakdown, key cover or owt?"
- 8.It's better to be efficient than effective.
- A.
True
- B.
False
- 9.How many seconds should AHT (Average handling time) be?
- A.
300
- B.
500
- C.
As long as it takes to ensure the call is dealt with first time
- D.
As short as possible, customers do not like to queue
- 10.How long should ACW (after call work) be?
- A.
60
- B.
100
- C.
As long as it takes to get it right first time and to have a quick chat on messenger
- D.
As long as it takes to get it right first time and not a second more
- 11.You receive an email from a team leader telling you there are 100 calls in the queue, what do you do?
- A.
Focus on the customer's need correctly satisfying their demand and leaving appropriate notes
- B.
Speed up - take as little time as possible and leave no notes
- C.
Speed up - rush through each call but still leave notes
- D.
Take a walk away as you are going to be busy so be prepared!
- 12.What is productivity?
- A.
High sales conversion
- B.
Answering as many calls as you can
- C.
Low after call work
- D.
Getting it right first time
- 13.On the performance dashboard, how many preventable contacts should you have each month?
- A.
None
- B.
The number is not important as long as you understand what is behind the number and adjust accordingly
- C.
3, you're only human after all
- D.
I don't get to find out my team leader does not share this information with me so I must be doing OK
- 14.If I resolve a complaint I...
- A.
Put a note on CDL and take my next call.
- B.
Log on charter as resolved. The business may learn something.
- C.
Do nothing.
- D.
Put a note on CDL and log preventable contact if another CSR is at fault.
- 15.Why do Tesco Bank not impose targets
- A.
They do not want to pay bonuses
- B.
To prevent CSRs being encouraged into bad behaviours
- C.
No targets mean CSRs do not have to ask for the business
- D.
To lull CSRs into a false sense of security and introduce targets through the back door
- 16.Does low average handling time always equals effectivness?
- A.
Yes
- B.
No
- 17.Complete this statement from Benny Higgins "The target is..."
- A.
To do the right thing and the numbers will look after themselves.
- B.
To sell as many policies to as many customers as we can.
- C.
Drive down average handling time to be as efficient as possible.
- D.
To remember that our customers do not queue.
- 18.Why do our customers call us? (Tick all that apply)
- A.
To increase our customer satisfaction score
- B.
To increase the % of calls we answer
- C.
To increase the % of calls we answer within 20 seconds
- D.
The reduce our "wrap up"
- E.
To increase the % of calls we handle between 2 and 6 minutes
- F.
To reduce our call abandonment rate
- G.
All of the above
- H.
None of the above
- 19.What is a failure call?
- A.
A call where we dealt with the customer correctly first time
- B.
Taking a payment and explaining that a debt letter has already been sent
- C.
A call the customer makes after their expectations were not fully managed previously
- D.
A quotation where the customer does not purchase immediately
- 20.How would you reduce your average handling time?
- 21.How would you increase your sales conversion?
- 22.How would you reduce your after call work?
- 23.What is the best way to reduce failure?
- 24.In order to deliver purpose to our customers, what additional training/coaching do you feel you need?
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