Call Center Quiz

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| By Asipka
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Asipka
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Quizzes Created: 1 | Total Attempts: 4,369
Questions: 12 | Attempts: 4,369

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Call Center Quiz - Quiz

Have you ever worked in a call center? Or do you currently work there? So, we have a call center quiz for you. Did you ever call customer care and wonder why and how they manage to talk in the way they do? Call centers may seem very simple for an outsider, but a person who is working there knows about the complicated process and regulations that he has to follow. With some questions in this quiz, you will get even a piece of better knowledge about call centers. All the best!


Questions and Answers
  • 1. 

    What should be included in your greeting to the customer? (Multiple Choice)

    • A.

      Department

    • B.

      Your name

    • C.

      City name

    • D.

      Customer name

    Correct Answer(s)
    A. Department
    B. Your name
    D. Customer name
    Explanation
    When greeting a customer, it is important to include the department you are representing to set the context and provide clarity. Including your name helps to establish a personal connection and provide accountability. Lastly, addressing the customer by their name adds a personalized touch and shows respect. Therefore, including the department, your name, and the customer's name in the greeting ensures a professional and personalized interaction.

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  • 2. 

    What is the best practice for formatting a transportation ad? (Select One)

    • A.

      Price, Manufacturer, Year, Model - more supportive description

    • B.

      Year, Manufacturer, Model - more supportive description

    • C.

      Model, Manufacturer, Year - more supportive description

    • D.

      Manufacturer, Year, Model - more supportive description

    Correct Answer
    D. Manufacturer, Year, Model - more supportive description
    Explanation
    The best practice for formatting a transportation ad is to prioritize the manufacturer, year, and model information, followed by a more supportive description. This order allows potential buyers to quickly identify the important details of the vehicle, such as the brand, age, and specific model. Including a supportive description helps provide additional information or selling points that can attract potential buyers.

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  • 3. 

    What is the best practice for formatting a garage sale ad? (Select One)

    • A.

      Address, dates, times, items for sale,

    • B.

      City/Region, address, items for sale, dates, times

    • C.

      Garage Sale, address, dates, times, items for sale, Text WebID

    • D.

      City/Region, address, dates, times, items for sale, Text WebID

    Correct Answer
    D. City/Region, address, dates, times, items for sale, Text WebID
    Explanation
    The best practice for formatting a garage sale ad is to include the city/region, address, dates, times, items for sale, and a Text WebID. This order provides all the necessary information for potential buyers to locate the sale, know when it is happening, and see what items are available. The Text WebID is also important as it allows interested individuals to access more details about the sale online.

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  • 4. 

    How would you format a house for sale? (Select One)

    • A.

      For Sale, Address - major features.

    • B.

      Region/city, Address - major features

    • C.

      Address - major features

    • D.

      Zip code, City, Address - major features

    Correct Answer
    B. Region/city, Address - major features
    Explanation
    The correct answer is "Region/city, Address - major features". This format is the most commonly used and effective way to format a house for sale. It includes the region or city where the house is located, followed by the specific address and the major features of the property. This format provides potential buyers with the necessary information they need to identify the location of the house and understand its key features.

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  • 5. 

    What are the steps you take when you are attempting to identify the customer calling in? (Select One)

    • A.

      Formula: C+C, C+V, C+O

    • B.

      Formula:C+V, C+C, C+O

    • C.

      Formula: C+C, C+V, C+V

    • D.

      Formula: C+O, C+C, C+V,

    Correct Answer
    A. Formula: C+C, C+V, C+O
    Explanation
    The correct answer is "Formula: C+C, C+V, C+O". This means that the steps to identify the customer calling in should be done in the following order: first, check if the customer is an existing customer (C+C); then, verify if the customer's voice matches the voice on record (C+V); finally, confirm the customer's identity through other means such as asking security questions or validating personal information (C+O). This sequence ensures a thorough and accurate identification process.

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  • 6. 

    What does an effective classifieds ad look like? (Multiple Choice)

    • A.

      Descriptive, creating image for the reader

    • B.

      One ad would include multiple unrelated products.

    • C.

      Include attractors to gain the reader's attention.

    • D.

      It will answer the questions a qualified buyer would ask.

    Correct Answer(s)
    A. Descriptive, creating image for the reader
    C. Include attractors to gain the reader's attention.
    D. It will answer the questions a qualified buyer would ask.
    Explanation
    An effective classifieds ad should be descriptive and create a vivid image for the reader, as this helps them visualize the product or service being advertised. Including attractors, such as catchy headlines or eye-catching visuals, can help grab the reader's attention and make them more likely to engage with the ad. Additionally, the ad should address the questions and concerns that a qualified buyer would have, providing the necessary information to make an informed decision.

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  • 7. 

    All ads must follow best practices, even if it's not what the customer wants.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    This statement is false because ads should always align with the customer's wants and needs. Best practices in advertising involve understanding the target audience and delivering messages that resonate with them. Ignoring the customer's preferences and interests can lead to ineffective advertising campaigns and poor results. Therefore, it is essential to prioritize the customer's wants while still adhering to best practices in advertising.

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  • 8. 

    An example of an assumptive sale is when the agent assumes the customer wants the car sold quickly and builds the ad with additional ad-ons to generate the most attention.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    An assumptive sale occurs when the salesperson assumes that the customer already wants to make a purchase and proceeds to act accordingly. In this example, the agent assumes that the customer wants the car sold quickly and therefore adds additional ad-ons to generate more attention. This assumes that the customer is already interested in buying the car and just needs a little push to make the purchase.

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  • 9. 

    When you review the final sale to the customer, what is included? (Multiple Choice)

    • A.

      Value of all up-sells that you included.

    • B.

      How the ad reads

    • C.

      Insertion dates

    • D.

      Pricing of all up-sells broken out individually.

    Correct Answer(s)
    A. Value of all up-sells that you included.
    B. How the ad reads
    C. Insertion dates
    Explanation
    The final sale to the customer includes the value of all up-sells that were included, as well as how the ad reads and the insertion dates. This means that when reviewing the final sale, you would consider the additional products or services that were offered to the customer, the wording and content of the advertisement, and the dates on which the ad was placed. The pricing of all up-sells broken out individually is not mentioned as part of what is included in the final sale.

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  • 10. 

    An integrated audience is unique to newspapers and excludes all online readers.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement is false because an integrated audience is not unique to newspapers and does not exclude all online readers. An integrated audience refers to a combination of both print and online readership. Newspapers nowadays have both print and online versions, and their audience consists of readers from both platforms. Therefore, the statement is incorrect.

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  • 11. 

    When dealing with an angry customer, what should the agent do immediately? (Multiple Choice)

    • A.

      Listen and Clarify until the customer knows the agent is listening.

    • B.

      Shift blame to another department and then resolve the issue

    • C.

      Propose a solution that will make the customer happy

    • D.

      Explain the issue to your manager and try to avoid making similar mistakes in the future

    Correct Answer(s)
    A. Listen and Clarify until the customer knows the agent is listening.
    C. Propose a solution that will make the customer happy
    D. Explain the issue to your manager and try to avoid making similar mistakes in the future
    Explanation
    When dealing with an angry customer, the agent should immediately listen and clarify until the customer knows the agent is listening. This shows the customer that their concerns are being heard and understood. Additionally, the agent should propose a solution that will make the customer happy, as this demonstrates a commitment to resolving the issue. It is also important for the agent to explain the issue to their manager and try to avoid making similar mistakes in the future, in order to prevent similar situations from occurring.

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  • 12. 

    Customers should provide Mlive with their email addresses because it will allow them to expand their ads online, add and crop photos as well as receive email confirmations.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Providing Mlive with their email addresses allows customers to expand their ads online, add and crop photos, and receive email confirmations. This suggests that having email addresses enables customers to access additional features and benefits on the Mlive platform. Therefore, the statement is true.

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  • Current Version
  • Aug 24, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Sep 26, 2013
    Quiz Created by
    Asipka
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