Quality Assurance Test: Ultimate Quiz

2.

How many calls are evaluated during the QIP process?

2 per week
3 per week
8 per week
6 per week

Correct Answer

A. 6 per week

Explanation

During the QIP process, 6 calls are evaluated per week. This means that on a weekly basis, a total of 6 calls are reviewed and assessed as part of the QIP process.

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3.

You do not need to give the store representative the ticket number while on the phone because they get email confirmation.

True
False

Correct Answer

A. False

Explanation

The explanation for the answer "False" is that the statement implies that the store representative automatically receives an email confirmation without the need for the customer to provide the ticket number. However, this may not always be the case as some stores may require the customer to provide the ticket number during the phone call for verification purposes. Therefore, it is not true that the customer does not need to give the store representative the ticket number while on the phone.

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4.

RSS Helpdesk phone etiquette requires that you end all phone calls by saying:

Have a good one!
Thanks!
Thank you
Hmm, bye bye

Correct Answer

A. Thank you

Explanation

The correct answer is "Thank you" because it is a polite and professional way to end a phone call. It shows gratitude and appreciation for the conversation and assistance provided. Saying "Thank you" leaves a positive impression on the caller and helps maintain good customer service.

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5.

What is the proper way to place a representative on hold?

Use the mute button and hope they don't notice you are not talking.
Tell them to hold and take your headset off and lay it on the desk
Ask the representative if they are able to hold and that you will check back with them within 2 minutes.
Ask the representative if they are able to hold and then come back in five minutes. - Then ask "Oh, are you STILL there?"

Correct Answer

A. Ask the representative if they are able to hold and that you will check back with them within 2 minutes.

Explanation

The proper way to place a representative on hold is to ask them if they are able to hold and assure them that you will check back with them within 2 minutes. This shows respect for their time and allows them to make a decision on whether they can hold or not. It also provides a clear timeframe for when you will return to the call, ensuring effective communication and customer service.

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6.

How many times must you use the representatives' names during the call?

Once
Twice
Twice - after you verified the customer's name
Every 2 minutes

Correct Answer

A. Twice - after you verified the customer's name

Explanation

During the call, you must use the representatives' names twice. This should be done after you have verified the customer's name. This suggests that using the representatives' names is important in the context of the call, possibly to establish a personal connection or to ensure effective communication.

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7.

How many consecutive weeks do you need to pass in order to complete the QIP process?

2 consecutive weeks
4 consecutive weeks
6 consecutive weeks
10 consecutive weeks

Correct Answer

A. 2 consecutive weeks

Explanation

To complete the QIP process, you need to pass for 2 consecutive weeks. This means that for two weeks in a row, you must successfully complete the required tasks or meet the necessary criteria. Passing for any other number of consecutive weeks would not fulfill the requirements of the QIP process.

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8.

Smiley faces, exclamation points and slang are acceptable in chat conversations.

True
False

Correct Answer

A. False

Explanation

The statement is false because smiley faces, exclamation points, and slang are not acceptable in formal written communication. In formal writing, it is important to use proper grammar, punctuation, and language to convey ideas clearly and professionally. While these informal elements may be acceptable in casual chat conversations, they are not appropriate in formal settings such as business emails, academic papers, or professional correspondence.

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9.

What are the four pieces of customer information you must get when on a call?

ATTUID, OPUS Site ID, Reported Prodcut, and Call Back Number
OPUS Site ID, Question Template, Reported Trouble Description, and Store Address
Problem Abstract, ATTUID, AOTS Ticket Number, and OPUS Store ID
Call Back Phone Number, Store Address, OPUS Site ID, and ATTUID
None of the above

Correct Answer

A. Call Back Phone Number, Store Address, OPUS Site ID, and ATTUID

Explanation

The four pieces of customer information that you must get when on a call are the Call Back Phone Number, Store Address, OPUS Site ID, and ATTUID. These pieces of information are important for effectively addressing and resolving the customer's issue or concern. The Call Back Phone Number allows you to contact the customer if the call gets disconnected or if further information is needed. The Store Address helps identify the specific location of the customer's issue. The OPUS Site ID is necessary for accessing relevant data and troubleshooting resources. Finally, the ATTUID is used to identify the customer and track their interaction history.

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10.

Having less than 30 seconds of silence at one time, during the call, will cause you to lose points on your QA evaluation.

True
False

Correct Answer

A. False

Explanation

Having less than 30 seconds of silence at one time during a call will not cause you to lose points on your QA evaluation. This means that it is not necessary to have a minimum of 30 seconds of silence for the call to be evaluated positively.

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Quality Assurance Test: Ultimate Quiz

What is the percentage you need to pass an evaluation?

How many calls are evaluated during the QIP process?

You do not need to give the store representative the ticket number while on the phone because they get email confirmation.

RSS Helpdesk phone etiquette requires that you end all phone calls by saying:

What is the proper way to place a representative on hold?

How many times must you use the representatives' names during the call?

How many consecutive weeks do you need to pass in order to complete the QIP process?

Smiley faces, exclamation points and slang are acceptable in chat conversations.

What are the four pieces of customer information you must get when on a call?

Having less than 30 seconds of silence at one time, during the call, will cause you to lose points on your QA evaluation.