When a customer provides you with contact information, what you do?

Read the information back to customer, for verification

Provide that information to your co-worker

Post that information into a blog.

When putting a customer on hold, you need to:

Ask customer permission for hold time.

Press the hold button on X-Lite right away.

Ask customer permission for hold time.

Dont press the hold button, just leave the customer waiting on the line

When you sell products or services over the phone, what you need to have in mind?

The type of product that Im selling so i can explain all the bennefits

The type of customer that I will talk to

The type of product that Im selling so i can explain all the bennefits

The way how I will sell the product to the prospect

If a prospect is not interested in the product, you will have to:

Thank the customer for their time and hangup the call.

Keep offering the benefits of the product until customer accepts

Thank the customer for their time and hangup the call.

Callback the customer in some other time

When you first call a prospect make sure to:

Properly identify yourself, explain the company that you represent and offer the solutions for the prospect.

Start offering what are you selling.

Aks how is weather and where the customer is located.

Properly identify yourself, explain the company that you represent and offer the solutions for the prospect.

When a customer agrees to what are you selling, you should:

Follow the script procedure to end the call

Offer more options to the customer

Explain from the beggining all the benefits

How to improve the quality of the calls.

Receive feedback from your quality agent and your supervisor

Ask the customer before he/she hungs up how was the call

Receive feedback from your quality agent and your supervisor

After each call, you have to:

Go outside and take a cup of coffee

Go ahead, and listen to your own recording

Sentinel Global Communications - Call Center & Customer Service Skills Test

1.

In a callcenter eviroment you can use cellphones any time
- A.
  
  True
- B.
  
  False
- C.
  
  None of the above
Correct Answer
B. False

Explanation
In a call center environment, the use of cellphones is typically restricted or prohibited. This is because cellphones can be a distraction and can interfere with the professional atmosphere required in a call center. Employees are usually required to use the provided office phones or communication systems to handle calls and maintain productivity. Therefore, the statement that cellphones can be used anytime in a call center environment is false.

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2.

When a customer provides you with contact information, what you do?
- A.
  
  Read the information back to customer, for verification
- B.
  
  Provide that information to your co-worker
- C.
  
  Post that information into a blog.
Correct Answer
A. Read the information back to customer, for verification

Explanation
When a customer provides you with contact information, it is important to ensure accuracy and avoid any potential mistakes. By reading the information back to the customer, you give them an opportunity to verify that the details provided are correct. This allows for any errors or misunderstandings to be identified and corrected promptly. It also demonstrates good customer service by showing attentiveness and concern for accuracy. Providing the information to a co-worker or posting it into a blog would not serve the purpose of verifying the accuracy of the contact information.

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3.

When putting a customer on hold, you need to:
- A.
  
  Press the hold button on X-Lite right away.
- B.
  
  Ask customer permission for hold time.
- C.
  
  Dont press the hold button, just leave the customer waiting on the line
Correct Answer
B. Ask customer permission for hold time.

Explanation
When putting a customer on hold, it is important to ask for their permission for hold time. This shows respect for the customer's time and allows them to decide whether they are willing to wait or prefer an alternative solution. By asking for permission, it also helps in maintaining good customer service and building a positive relationship with the customer.

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4.

How long a customer can be on hold?
- A.
  
  No longer than 5 mins
- B.
  
  No longer than 2 mins
- C.
  
  No longer than 7 mins
Correct Answer
B. No longer than 2 mins

Explanation
The correct answer is "No longer than 2 mins" because it is important to provide prompt and efficient customer service. Keeping customers on hold for longer periods of time can lead to frustration and dissatisfaction. By limiting the hold time to 2 minutes or less, the company demonstrates respect for the customer's time and ensures a positive customer experience.

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5.

When you sell products or services over the phone, what you need to have in mind?
- A.
  
  The type of customer that I will talk to
- B.
  
  The type of product that Im selling so i can explain all the bennefits
- C.
  
  The way how I will sell the product to the prospect
Correct Answer
B. The type of product that Im selling so i can explain all the bennefits

Explanation
When selling products or services over the phone, it is important to have in mind the type of product being sold so that all its benefits can be effectively explained to the customer. By understanding the features and advantages of the product, the salesperson can tailor their pitch to highlight the specific benefits that would appeal to the customer. This knowledge allows them to address any potential objections or concerns the customer may have, ultimately increasing the chances of making a successful sale.

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6.

If a prospect is not interested in the product, you will have to:
- A.
  
  Keep offering the benefits of the product until customer accepts
- B.
  
  Thank the customer for their time and hangup the call.
- C.
  
  Callback the customer in some other time
Correct Answer
B. Thank the customer for their time and hangup the call.

Explanation
When a prospect is not interested in the product, it is important to respect their decision and not force them to continue listening to the benefits of the product. Thanking the customer for their time and politely ending the call shows professionalism and respect for their decision. It also allows the salesperson to move on to other potential customers who may be more interested in the product.

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7.

When you first call a prospect make sure to:
- A.
  
  Start offering what are you selling.
- B.
  
  Aks how is weather and where the customer is located.
- C.
  
  Properly identify yourself, explain the company that you represent and offer the solutions for the prospect.
Correct Answer
C. Properly identify yourself, explain the company that you represent and offer the solutions for the prospect.

Explanation
The correct answer is to properly identify yourself, explain the company that you represent, and offer solutions for the prospect. This is important because it establishes credibility and trust with the prospect. By introducing yourself and explaining the company, the prospect knows who they are speaking with and can gauge the legitimacy of the call. Offering solutions shows that you are focused on meeting their needs and solving their problems, which increases the chances of a successful sales conversation.

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8.

When a customer agrees to what are you selling, you should:
- A.
  
  Follow the script procedure to end the call
- B.
  
  Offer more options to the customer
- C.
  
  Explain from the beggining all the benefits
Correct Answer
A. Follow the script procedure to end the call

Explanation
Following the script procedure to end the call is the correct answer because it ensures consistency and professionalism in the customer interaction. By adhering to the script, the salesperson can smoothly conclude the call, ensuring that all necessary information has been provided and any necessary next steps have been communicated. This approach also helps maintain efficiency and effectiveness in the sales process, allowing the salesperson to move on to the next customer or task without wasting time or missing any important details.

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9.

How to improve the quality of the calls.
- A.
  
  Memorize by hard the script.
- B.
  
  Ask the customer before he/she hungs up how was the call
- C.
  
  Receive feedback from your quality agent and your supervisor
Correct Answer
C. Receive feedback from your quality agent and your supervisor

Explanation
Receiving feedback from both the quality agent and supervisor is important for improving the quality of calls. This feedback helps in identifying areas of improvement, understanding customer needs, and enhancing communication skills. It allows for constructive criticism and suggestions for better performance. By actively seeking feedback, one can learn from their mistakes and make necessary adjustments to provide better customer service. This continuous feedback loop ensures ongoing improvement and ultimately leads to higher quality calls.

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10.

After each call, you have to:
- A.
  
  Go outside and take a cup of coffee
- B.
  
  Go ahead, and listen to your own recording
- C.
  
  Get ready for the next call
Correct Answer
C. Get ready for the next call

Explanation
The given answer suggests that after each call, the person should prepare themselves for the next call. This implies that the person is likely working in a job or role that involves making multiple consecutive calls. Taking a break outside and having a cup of coffee can help refresh and rejuvenate the person before they move on to the next call. Additionally, listening to their own recording can be a way to evaluate their performance and make any necessary improvements for the upcoming calls.

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