QA Test

1.

1 point

"You should pay careful attention to what the customer communicates. You need to ask relevant probing questions to identify the product and the root cause/issue before starting to troubleshoot." This is a good definition of which category?

Acknowledge, educate and resolve

Listen, read and diagnose.

Advise, knowledge and use tools

2.

1 point

It is fine to skip the documentation or notes when the customer is in a hurry, or it is a short call.

True

False

3.

1 point

Who evaluates your calls?

Supervisor / TL

HR

Phil Obrien

QA Team

4.

1 point

A Red Flag will deduct 5 points from your QA Score.

True

False

5.

1 point

How do we define "Ownership"?

Ownership also means following through on agreements or promises made in a timely manner.

You need to go away from your desk to ask for help, advice or do some testing.

You are expected to demonstrate ownership throughout the whole interaction, not just at the beginning.

If you need some time to read a document, then inform the customer in advance and it should not lead to an uncomfortable silence. If needed and appropriate, small talk or light conversation can be used as filler while reading.

6.

1 point

We are allowed to volunteer information to the customer, such as his email address and phone number.

True

False

7.

1 point

What would you do if you placed the customer on hold but need more time?

Go back to the customer, thank him for waiting, and ask for more time.

Go back to the customer and build rapport first.

Go to the lab and finish replicating the issue.

8.

1 point

Complete the statement: A Promoter score is...

The customer is frustrated with your service.

When you did an excellent job and all three categories were passed.

When the issue has been resolved.

9.

1 point

When inviting a customer to give their credit card number, never repeat it out loud, but rather ask the customer to say it twice.

True

False

10.

1 point

We are allowed to issue an RMA / replacement right away when the customer is angry.

True

False