Skills for Interacting with Customers in a Call Center Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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Question 1 1. Being empathic as a call center agent can produce all of the following results, EXCEPT _____?

Question 2 2. What is empathy?

Question 3 3. How can the illustration of a funnel help call center agents formulate questions?

Question 4 4. Which of these is an example of an open-ended question?

Question 5 5. When providing customer service, is it okay to chew gum or eat food as long as the customer doesn't notice?

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Question 6 6. Why is repeating information back to the customer a good idea?

Question 7 7. Which type of caller should a customer representative paraphrase or restate the issue?

Question 8 8. Which strategy is best used for an emotional customer?

Question 9 9. Why is there a fear of no follow-up to a telephone call?

Question 10 10. What is an example of speaking that frustrates customers on the phone?

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Question 11 11. What does it mean to be action-focused when talking to people in a call center?

Question 12 12. What does it mean to have a personal bias when talking to clients in a call center environment?

Question 13 13. How does being positive help create a more cooperative customer?

Question 14 14. How can maintaining a positive attitude impact the dialogue between a customer and a representative?

Question 15 15. What is an easy way to show empathy when the customer has an issue?

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Question 16 16. What is the most severe consequence of poor listening?

Question 17 17. How can you use tone of voice to convey excitement to a caller?

Question 18 18. Tone of voice is made up of all these components EXCEPT which?

Question 19 19. Call center agents should focus on _____ language such as ''can,'' ''will'' and ''do.''

Question 20 20. All of these are examples of negative word choice EXCEPT which?

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Question 21 21. What is emotional intelligence?

Question 22 22. How can understanding the emotions of others help you manage them effectively?

Question 23 23. How does a greeting from customer service impact the customer experience?

Question 24 24. What approach helps staff show customers that they are fully listening to the customer?

Question 25 25. Your tone of voice in handling customer calls should feature all of these characteristics EXCEPT which?

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Question 26 26. You can work to better control a conversation through which of these voice cues?

Question 27 27. This training exercise to improve empathy provides an opportunity to give feedback on how a customer call was handled.

Question 28 28. What is the purpose of a probing question?

Question 29 29. What is considered to be the foundation for customer service excellence?

Question 30 30. Why are scripts important in handling difficult customer service calls.

Skills for Interacting with Customers in a Call Center Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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