Sentinel Global Communications - Call Center & Customer Service Skills Test

10 Questions | By Alex_torres12 | Last updated: Mar 17, 2022 | Total Attempts: 47

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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

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