Call Center Skills Training Final Exam

Free Practice Test Instructions:

Choose your answer to the question and click 'Continue' to see how you did. Then click 'Next Question' to answer the next question. When you have completed the free practice test, click 'View Results' to see your results. Good luck!

Question 1 1. How does showing empathy help when a customer has an issue?

Question 2 2. What is the purpose of a probing question?

Question 3 3. Using the right language in a call center is important for which of the following reasons?

Question 4 4. What are the benefits of allowing customers the chance to confirm that you understand their needs are important?

Question 5 5. Why is listening in call centers imperative?

Question 6 6. What is the best way to show respect toward callers?

Question 7 7. You can work to better control a conversation through which of these voice cues?

Question 8 8. How does being positive help create a more cooperative customer?

Question 9 9. Who are non-consumers?

Question 10 10. For the purposes of predicting customer needs, how are current customers and non-consumers related?

Question 11 11. What are examples of methods that ease access for customers to reach customer support services?

Question 12 12. Which of the following is NOT an effect of predicting customer needs?

Question 13 13. Which are examples of strong customer services skills?

Question 14 14. The degree to which a product or service meets a customer's expectations is called _____.

Question 15 15. Why is it a good idea to study the needs of your current customers?

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Call Center Skills Training Final Free Practice Test Instructions

Choose your answer to the question and click 'Continue' to see how you did. Then click 'Next Question' to answer the next question. When you have completed the free practice test, click 'View Results' to see your results. Good luck!

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