E. Call Flow
Quiz
•
Computers, Other
•
Professional Development
•
Practice Problem
•
Medium
Kimberly Lewis
Used 30+ times
FREE Resource
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10 questions
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1.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
When Answering a Call You Must Always Include the following..
The Name of the Company
The Company's Logo
The Company's Tag Line
A Catchy Greeting
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which statement is a reassurance statement?
May I place you on hold?
What is your account number?
I am happy to help you with your account
Thank you for calling...
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When probing to gather more information what type of questions should you use?
Trick
Close Ended
Smart
Open Ended
4.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
At the end of the call, you may ask the customer to do what?
Take a survey
Call back again
Give their account number
Give you their name
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
The ending of the call is called the what?
Opening
Reassurance
Close
Probe
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When placing someone on hold you should always ask their permission.
True
False
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When removing someone from hold, you should always do what?
Thank the caller for holding
Say "I'm back"
Do nothing
Ask for their account number
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