Quality Quiz
Quality Quiz
- 1.
Which of the following is NOT an aspect of Quality?
- A.
Product
- B.
Checking
- C.
Quality Control
- D.
Quality Management
- E.
Quality Assurance
- F.
Quality Maturity
Correct Answer
F. Quality Maturity -
- 2.
Which of the following will dictate an opinion from the consumer about the service they are about to receive?
- A.
Pitch
- B.
Tone
- C.
Vocal inflection
- D.
All of the above
- E.
None of the above
Correct Answer
D. All of the above -
- 3.
Any voice sounding monotone, robotic, uncaring, sarcastic, put off, and rushed will send a negative message to the client
- A.
True
- B.
False
Correct Answer
A. True -
- 4.
Paying attention to the client and participating in the conversation is one way to gain the clients confidence
- A.
True
- B.
False
Correct Answer
A. True -
- 5.
It is not necessary to let the client know that you are going to place them on hold
- A.
True
- B.
False
Correct Answer
B. False -
- 6.
Which of the following makes it difficult for an account to be closed
- A.
Sarcastic or condescending tone
- B.
Active listening
- C.
Acknowledging the client
- D.
Diffusing the situation
Correct Answer
A. Sarcastic or condescending tone -
- 7.
Of the following, which is a quality aspect of our job that we are expected to hold ourselves personally accountable for
- A.
Following the approved workflow
- B.
Not taking shortcuts
- C.
Notating accounts appropriately
- D.
Not calling pacific accounts before 7am
- E.
Verbal presentation of the script
- F.
All of the above
Correct Answer
F. All of the above -
- 8.
Henry Ford once said "Quality means doing it right when no one is looking"
- A.
True
- B.
False
Correct Answer
A. True -
- 9.
Finish this sentence: Remember, it is not practice that makes perfect, but....
Correct Answer
perfect practice that makes perfect - 10.
It's permissible to do the following
- A.
Call the client again after they hung up on you
- B.
Not notate an account if you have to let it rest
- C.
Blame others when you dont make money
- D.
Use a tone that could be misconstrued as harassment
- E.
None of the above
Correct Answer
E. None of the above -
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
-
Current Version
-
Jun 12, 2014Quiz Edited by
ProProfs Editorial Team -
Jun 12, 2014Quiz Created by
Lwax
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