Quality Assurance Test: Ultimate Quiz

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| By Johnsork
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Johnsork
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Quizzes Created: 1 | Total Attempts: 476
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  • 1/10 Questions

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

    • Have a good one!
    • Thanks!
    • Thank you
    • Hmm, bye bye
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About This Quiz

The 'Quality Assurance Test: Ultimate Quiz' assesses key customer service skills, focusing on call handling, communication etiquette, and issue resolution. It is designed to ensure adherence to high standards in customer interactions, crucial for effective service management.

Quality Assurance Test: Ultimate Quiz - Quiz

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  • 2. 

    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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  • 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. 

    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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  • 5. 

    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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  • 6. 

    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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  • 7. 

    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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  • 8. 

    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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  • 9. 

    What is the percentage you need to pass an evaluation?

    • 95%

    • 98%

    • 90%

    • 85%

    Correct Answer
    A. 90%
    Explanation
    To pass an evaluation, you need to achieve a certain percentage of correct answers. In this case, the correct answer is 90%. This means that to pass the evaluation, you must answer at least 90% of the questions correctly.

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  • 10. 

    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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  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Nov 28, 2011
    Quiz Created by
    Johnsork
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