Quality Assurance Test: Ultimate Quiz

10 Questions | Total Attempts: 164

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Quality Assurance Test: Ultimate Quiz

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Questions and Answers
  • 1. 
    What is the percentage you need to pass an evaluation?
    • A. 

      95%

    • B. 

      98%

    • C. 

      90%

    • D. 

      85%

  • 2. 
    How many calls are evaluated during the QIP process?
    • A. 

      2 per week

    • B. 

      3 per week

    • C. 

      8 per week

    • D. 

      6 per week

  • 3. 
    You do not need to give the store representative the ticket number while on the phone because they get email confirmation.
    • A. 

      True

    • B. 

      False

  • 4. 
    RSS Helpdesk phone etiquette requires that you end all phone calls by saying:
    • A. 

      Have a good one!

    • B. 

      Thanks!

    • C. 

      Thank you

    • D. 

      Hmm, bye bye

  • 5. 
    What is the proper way to place a representative on hold?
    • A. 

      Use the mute button and hope they don't notice you are not talking.

    • B. 

      Tell them to hold and take your headset off and lay it on the desk

    • C. 

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

    • D. 

      Ask the representative if they are able to hold and then come back in five minutes. - Then ask "Oh, are you STILL there?"

  • 6. 
    How many times must you use the representatives' names during the call?
    • A. 

      Once

    • B. 

      Twice

    • C. 

      Twice - after you verified the customer's name

    • D. 

      Every 2 minutes

  • 7. 
    How many consecutive weeks do you need to pass in order to complete the QIP process?
    • A. 

      2 consecutive weeks

    • B. 

      4 consecutive weeks

    • C. 

      6 consecutive weeks

    • D. 

      10 consecutive weeks

  • 8. 
    Smiley faces, exclamation points and slang are acceptable in chat conversations.
    • A. 

      True

    • B. 

      False

  • 9. 
    What are the four pieces of customer information you must get when on a call?
    • A. 

      ATTUID, OPUS Site ID, Reported Prodcut, and Call Back Number

    • B. 

      OPUS Site ID, Question Template, Reported Trouble Description, and Store Address

    • C. 

      Problem Abstract, ATTUID, AOTS Ticket Number, and OPUS Store ID

    • D. 

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

    • E. 

      None of the above

  • 10. 
    Having less than 30 seconds of silence at one time, during the call, will cause you to lose points on your QA evaluation.
    • A. 

      True

    • B. 

      False