Customer Service - Call Center environment MCQs
Customer Service - Call Center environment MCQs
These Customer Service - Call Center environment multiple-choice questions and their answers will help you strengthen your grip on the subject of Customer Service - Call Center environment. You can prepare for an upcoming exam or job interview with these Customer Service - Call Center environment MCQs.
So scroll down and start answering.
1: When placing callers on hold and when you know it will be a long wait:
A. Place the caller on hold and check back with them periodically.
B. Ask the caller if they would like to call back at a less busy time.
C. Ask permission to place the caller on hold and let them know how long you think the wait will be.
D. Place the caller on hold and hope the call gets picked up quickly.
2: As a call center manager (choose the best answer):
A. Encourage competition by pointing out your worst employee.
B. Make sure everyone is constantly meeting their quota's no matter what.
C. You should host regular staff meetings where everyone can learn from each other's experiences.
D. Keep everyone motivated by competing for prizes and rewards.
3: When placing a customer on hold and you do not have hold music, it is best to
A. Use your mp3 player for hold music
B. Do not place them on hold
C. Notify them that it will be a silent hold
D. Just place them on hold
4: When closing a call you should always:
A. Assume that everything is taken care of but verify customer contact information.
B. End the conversation confirming that the customer feels that everything is taken care of and that they are satisfied with the results.
C. End the conversation quickly and move on to the next call.
D. Make sure the customer knows that they can call during business hours if the problem is not solved.
5: A queue is ...
A. a type of ordering system that all call centers utilize
B. A customer experience data base
C. The line of calls waiting to be handled.
D. a French word for "customer"
6: A proper way to answer the phone is to:
A. Say "Why are you calling?"
B. Say "Can I help you?"
C. Say "Hello"
D. Greet caller, identify the organization, then yourself
7: Call centers often have frustrated, angry callers. You should respond to these calls with:
A. Quick and simple suggestions for solving the problem.
B. Offer to transfer them to the manager immediately.
C. Patience, calm and understanding.
D. A firm and assertive tone.
8: When calling someone you do not know you should:
A. Ask some personal questions.
B. Be familiar and friendly.
C. Talk about sports as an ice breaker.
D. Be courteous and professional and let the person know why you are calling.
9: When the telephone rings you should:
A. Let it go to voicemail
B. Answer by the 5th ring
C. Answer by the 3rd ring
D. Place call on hold without answering
10: An irate customer calls in and demands to speak with a supervisor. They called in previously and their issue wasn't resolved. What is your next step?
A. Tell the customer that they need to calm down before you get them a supervisor.
B. Place them on hold and get a supervisor.
C. Apologize for not having their issue resolved previously, ask them what their issue is and try to resolve before escalating to a supervisor.
D. Hang up on them.
11: A call center is:
A. A centralized customer service center in an office setting where the employees are trained to handle customer service problems and inquiries.
B. A location where you can pick up any model phone you like.
C. A contracted business in India that handles customer problems.
D. A place for people who want to work but have a low level of skill.
12: The proper steps to follow during the initial 10-15 seconds of a phone call is to:
A. Greet caller politely, mention name of company and your name, ask if you can help, determine who is calling and for what purpose
B. Answer and ask who is calling
C. Answer call on 5th or 6th ring and say "please hold"
D. Don't answer the call. Let it go directly to voicemail
13: To work in a call center you need to have proficiency in:
A. Product knowledge.
B. Empathy.
C. All of the above.
D. Computer knowledge.
14: When the caller is calling for your boss and he or she is not available for personal reasons, you should:
A. Offer to take a message or see if you or anyone else can help them.
B. Tell them that they are out for a long lunch.
C. Tell them they are having family problems.
D. Tell them they are on vacation.
15: When you call someone with a problem you should:
A. Tell them to help you immediately
B. Ask to speak with a manager
C. Raise your voice to the first person who answers
D. Introduce yourself and your company and state why you are calling
16: When taking a message you should get what information:
A. All of the above
B. Name and time of call
C. Best call back number
D. What the call is regarding
17: When answering the phone and trying to learn who is calling you should say:
A. What is your name?
B. I will put you through
C. Who is this?
D. May I ask who is calling?
18: When transferring a phone call you should:
A. Send the caller to voicemail.
B. Transfer the call without any delay.
C. Tell the caller who they are being transferred to and announce the caller to the person you are transferring them to.
D. Place the caller on hold and transfer the call before telling them.
19: A caller can tell you are sincere by your tone and pitch.
A. True
B. False
20: The ability to problem solve in a call center is only important:
A. When you don't have a script.
B. When you are the manager.
C. When you take more than 50 calls a day.
D. It is important all the time.
21: When you answer the phone you should NOT:
A. Be too friendly
B. Chew gum or eat food
C. Be too helpful
22: After a long day on the phones, you see the next call, what do you do?
A. Take a break, let it go back to queue
B. Let your Manager know you can't answer the call
C. Make an effort to answer as if it were your first call
D. Recognize you are burnt out
23: Proper telephone etiquette:
A. Is not necessary because business moves too fast and time is money
B. Is important because it is politically correct
C. Is important for promoting a proper professional image of your organization
D. Is important because your boss expects it
24: The first person a customer interacts with can be considered the "face of the company"
A. False
B. True
25: When you make a call that is a wrong number you should:
A. Ask if whoever you called can help you.
B. Ask them to look up the correct number for you.
C. Apologize and state the number you were calling.
D. Just hang up.
26: When making phone calls you should:
A. Find out who to talk to before you call.
B. Know the purpose of your call and plan what you have to say.
C. Just say whatever comes to mind.
D. Have a script ready but don't follow it.
27: What is the first appropriate thing to do when you receive a call from an irate customer reporting a problem he/she is experiencing at the time you answer the call, without having your opening spiel completed yet?
A. Tell your opening spiel while the customer is talking.
B. No longer tell your spiel, apologize to the customer and tell that its not your fault.
C. Escalate the call immediately to your supervisor.
D. Interrupt the customer and tell that you have to finish first your opening spiel.
E. Listen to your customer's complain, apologize and continue with your spiel and call control.
28: To place a call on hold you should:
A. Just place caller on hold
B. Ask if they would be willing to hold
C. Transfer caller to someone else
D. Tell caller to hold
29: Showing empathy for a caller is:
A. Only important if the caller says they are sick or angry.
B. Important in every case.
C. Only important if the management says you should.
D. Only important if the caller is nice to you.
30: When answering the phone, which is best?
A. Answer in whatever mood you are in
B. Answer as you would a personal phone
C. Have an overly excited tone
D. Have a happy, friendly voice
31: What are 3 things customers do not like when calling a Customer Service call center?
A. For technician at call center putting you on hold to call someone else in the center to answer your questions or concerns. You must then start your scenario all over again.
B. Being placed on hold and forgotten.
C. For technician at call center to talk when you talk
D. All of the above.
32: If your voice is positive and full of energy it tells the customer:
A. You just heard a good joke
B. You have had too much coffee
C. You are trying to be professional
D. You want to help with any needs they have
33: Closing a call correctly shows the customer:
A. That you care and you are willing to keep working for them.
B. That you are willing to solve their problem.
C. All of these
D. That you will keep working with them until tthe problem is solved.
34: What should you do when you take a person off of hold:
A. Tell them they would get a quicker response if they emailed their question.
B. Tell them everyone is busy and ask if they can call back at another time.
C. Thank them for holding and transfer the call if appropriate.
D. Tell them that they could find an answer with your online chat support team.
35: When you are angry with someone on the phone you should:
A. Take a breath and clearly and calmly tell them what you are upset about.
B. Ask to speak to their manager.
C. Yell at them and tell them you want better service.
D. Hang up.
36: Which is one way to calm down an angry customer?
A. Let them vent, then find the root problem to solve
B. Give them a discount
C. Acknowledge that they are going overboard
D. Interrupt them and give them suggestions
37: An Inbound call center ...
A. direct inward dialing
B. receives calls
C. outsourced agency
38: While speaking with a customer it is OK to
A. Take notes
B. Use a chat service
C. Check emails
D. Read articles
39: What would you do if a call came in 30 seconds before your shift ends?
A. Allow it to be placed in the queue
B. Answer, but rush through call
C. Answer, but transfer to someone who is just starting their shift
D. Answer and proceed as if it were not the end of your shift
40: If finding a solution to a problem is taking longer than expected, what should you do?
A. Ask them to call you back later
B. Leave them on hold until you have the answer
C. Transfer them to someone else
D. Check in to notify you are still working on their issue
41: It is acceptable to interrupt a customer when you have something to say.
A. False
B. True
42: What do you do when you are asked a question you don't know the answer to?
A. Place them on hold to find the solution efficiently
B. Ask them to call you back later
C. Leave them on the line with you as you research
D. Transfer to a Manager
43: The customer is not always right, but should be treated as such.
A. False
B. True
44: When you recieve a call that is a wrong number you should:
A. Try to make a customer out the the caller.
B. Just hang up.
C. Laugh and say, "I do that all the time."
D. Say: "I'm sorry, you must have the wrong number. What number where you calling?"
45: In a call center some people will be difficult no matter how professional and helpful you are. In these cases you should:
A. Tell yourself you will not get angry and that you have been successful in situations like this before.
B. Remind yourself that your mission is to help people and you are successful when you do this.
C. All of these
D. Remind yourself that you care about people and that most people are not difficult to deal with.
46: When screening calls, the proper response to a request to talk to your boss is:
A. Ok, I will put you right through
B. He/She is out golfing for the day
C. He/She is unavailable to take your call
D. May I ask what this is regarding?
47: Your tone of voice does not have a direct correlation to providing good customer service.
A. True
B. False
48: When a customer asks to speak with a Manager as soon as you answer the phone, what do you do?
A. Tell them you will be happy to transfer to a Manager, and ask if there is anything you can help them with
B. Tell them that a Manager will be a while
C. Transfer to a Manager right away
D. Ask questions to prevent a Manager from getting involved
49: A customer on the phone can hear you smile.
A. True
B. False
50: When writing down phone messages you should:
A. Just ask them to call back.
B. Accurately record all the callers information and the best time to call back.
C. Get the phone number and first name.
D. Take the next phone call and remember to write the message down later.
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