Call Center Quiz #1

12 Questions | Total Attempts: 1762

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Call Center Quizzes & Trivia

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

  • 2. 
    What is the best practice for formating 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

  • 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

  • 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

  • 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,

  • 6. 
    What does an effective classifieds ad looks like? (Multiple Choice)
    • A. 

      Descriptive, creating image for reader

    • B. 

      One ad would include multiple unrelated products

    • C. 

      Include attractors to gain the readers attention.

    • D. 

      It will answer the questions a qualified buyer would ask

  • 7. 
    All ads must follow best practices, even it it's not what the customer wants.
    • A. 

      True

    • B. 

      False

  • 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

  • 9. 
    When you review the final sell 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.

  • 10. 
    An integrated audience is unique to newspapers and excludes all online readers?
    • A. 

      True

    • B. 

      False

  • 11. 
    When dealing with an anger 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

  • 12. 
    Customers should provide Mlive with their email address because it will allow them to expand their ads online, add and crop photos as well as receive email confirmations.
    • A. 

      True

    • B. 

      False

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