Sentinel Global Communications - Call Center & Customer Service Skills Test

10 Questions | Total Attempts: 47

SettingsSettingsSettings
Sentinel Global Communications - Call Center & Customer Service Skills Test - Quiz


Questions and Answers
  • 1. 
    In a callcenter eviroment you can use cellphones any time
    • A. 

      True

    • B. 

      False

    • C. 

      None of the above

  • 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.

  • 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

  • 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

  • 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

  • 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

  • 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.

  • 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

  • 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

  • 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

Back to Top Back to top