Questioning Skills for Call Center Agents


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question 1 of 3

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

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1. Which of the following is, perhaps, the most critical skill for asking the right questions to consumers at the right time?

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

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About This Quiz & Worksheet

Complete the worksheet and quiz and determine what you remember about the development of questioning skills for call center agents. A skill that is required to ask questions at the right time and how a funnel can help call center agents form questions are featured quiz topics.

Quiz & Worksheet Goals

Take the quiz to assess your familiarity with:

  • The purpose of a probing question
  • An example of an open-ended question
  • Skill that allows call center agents to ask questions of consumers at the right time

Skills Practiced

  • Information recall - access the knowledge you have gained about how a call center agent can phrase a leading question
  • Interpreting information - verify that you can read information about how the illustration of a funnel can help call center agents generate questions and interpret it correctly
  • Reading comprehension - ensure that you draw the most important details from the lesson on asking questions for call center agents

Additional Learning

Learn more by reviewing the lesson called Questioning Skills for Call Center Agents. Other topics you can analyze include:

  • How active listening works
  • Stages of the funnel for call center agents
  • Characteristics of different types of questions that call center agents can ask