Daily Quiz 2/17/2015

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1 point

What is page 17 on the call center call control slide show titled?

Voice Control

Call Control: Greeting

Team Words

Call Control

1 point

What is the difference between hearing and listening? (According to the dealing with difficult customers slideshow)

Hearing is easy and listening is hard

Listening is a learned skill.

Listening involves repeating back pieces of information

1 point

Where can the Inbound Training Materials page be found?

on the start page of wiki

Under the inbound call center page on wiki

under help topics

1 point

When speaking to a caller who has a heavy accent or speaks limited English you should....(select all that apply)

tell them to find someone who can translate and call back

avoid using slang or industry jargon

Be patient and concentrate

speak and normal tone of voice

1 point

What does TACT stand for?

Take-All-Calls-Timely

Talk-After-Cautiously-Thinking

Talk-After-Carefully-Thinking

Trust-All-Callers-Truth

1 point

Per Myra Golden's video what is the number one way to get an angry customer to back down?

Apologize

offer discounts/coupons

make exceptions

pass the call to a manager

1 point

CTRL-A is a keyboard shortcut that highlights all the the text on a page.

True

False

1 point

What keyboard shortcut will copy a portion of text for you?

CTRL-ALT-Delete

ALT-C

CTRL-C

CTRL-P

1 point

What is step one of dealing with upset customers? (Under dealing with difficult customers page)

admit that you made a mistake

apologize to the customer

go above and beyond for these customers

Begin with a positive attitude

10.

1 point

How many seconds does it take to make your first impression? (Based on the phone etiquette training video)

30 seconds

immediately

less than 1 second

Less than 3 seconds

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