Systems thinking allows someone to have a clear view of the patterns/cycles of a system. This quiz provides you with all the exam-oriented questions you need to know to master this complex topic. It contains various questions ranging from easy, medium, and hard levels that gauge your knowledge and provide maximum value addition. If you find the quiz informative and learned something new, do share it with your friends. All the best!
Quantity over Quality
Quality over Quantity
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Focus on the customer's need correctly satisfying their demand and leaving appropriate notes
Speed up - take as little time as possible and leave no notes
Speed up - rush through each call but still leave notes
Take a walk away as you are going to be busy so be prepared!
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None
The number is not important as long as you understand what is behind the number and adjust accordingly
3, you're only human after all
I don't get to find out my team leader does not share this information with me so I must be doing OK
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To do the right thing and the numbers will look after themselves.
To sell as many policies to as many customers as we can.
Drive down average handling time to be as efficient as possible.
To remember that our customers do not queue.
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300
500
As long as it takes to ensure the call is dealt with first time
As short as possible, customers do not like to queue
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True
False
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They do not want to pay bonuses
To prevent CSRs being encouraged into bad behaviours
No targets mean CSRs do not have to ask for the business
To lull CSRs into a false sense of security and introduce targets through the back door
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A call where we dealt with the customer correctly first time
Taking a payment and explaining that a debt letter has already been sent
A call the customer makes after their expectations were not fully managed previously
A quotation where the customer does not purchase immediately
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To increase our customer satisfaction score
To increase the % of calls we answer
To increase the % of calls we answer within 20 seconds
The reduce our "wrap up"
To increase the % of calls we handle between 2 and 6 minutes
To reduce our call abandonment rate
All of the above
None of the above
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W. Edwards Deming
Denholm Elliot
David van Guard
Dick van Dyke
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Meeting customer's needs
No one tries harder
Extensive product and process knowledge
Efficient customer service
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60
100
As long as it takes to get it right first time and to have a quick chat on messenger
As long as it takes to get it right first time and not a second more
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High sales conversion
Answering as many calls as you can
Low after call work
Getting it right first time
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95% Individual 5% System
50% System 50% Individual
95% System 5% Individual
75% Individual 10% System 15% On a wing and a prayer
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Put a note on CDL and take my next call.
Log on charter as resolved. The business may learn something.
Do nothing.
Put a note on CDL and log preventable contact if another CSR is at fault.
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Identify customers needs through questioning and listening
Only offer addons to new business customers
Offer the same FELB to every customer
Match the customers needs with the relevant FELB
Offer at every appropriate opportunity
Assume the customer does not want addons so don't mention
Ask every customer "Do you want breakdown, key cover or owt?"
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Efficient customer service
Product and process knowledge
Getting it right first time
No one tries harder
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