communication skills

Which of these statements is true

• Active Listening doesn’t matter

• Listening to customers is better than talking to them

• Listening to customers is key to gathering vital information

• It doesn’t matter if you don’t listen to customers

Select which of these statements is true

• Using negative words in communication with customers won't impact on the conversation

• You can use some negative words in a conversation with a customer

• Negative words create the wrong impression

• Negative words won't make any difference in a conversation with some customers

Select the statement that is true

• Your tone of voice is not heard by customers

• Your tone of voice can be monotone and it won't matter to customers

• Your tone of voice has an impact when communicating with customers

• There isn't such a thing as tone of voice

In Dr. Albert Mehrabian’s communication theory Dr. Albert Mehrabian’s communication theory, what percentage of your communication skills is body language

• 55%

• 45%

• 7%

• 38%

Which of these skills do you need to work in a contact centre

• Strong mathematical skills

• A good standard of English

• Excellent IT skills

• Inflexibility

Which of these statements is true

• When you work in a contact centre, your hours are always 9 till 5

• You don't receive any support other than basic training

• There is the ability to learn new skills working in a contact centre

• If I don't have basic skills, I won't get a job in a contact centre

In the phonetic alphabet, word word represents the letter B

• Blue

• Bravo

• Black

• Bandage

Before going for an interview, which of the following is a good idea to help you be prepared.

• Conduct some research on the business in plenty of time before the interview takes place.

• Buy a new outfit to wear for the interview

• Make sure you wear a watch

• Turn your mobile phone off as soon as you get up

Which of these statements is false

• You only ever work unsocial able hours in a contact centre

• Working in a contact centre helps to build new skills

• There are opportunities of getting promotion working in a contact centre

• You can make new friends working in a contact centre

Which of these statements is false

• Most people who work in contact centres don't stay long

• People who work in contact centres come from a variety of backgrounds

• The contact centre environment can be very busy

• Contact centre agents may take in-bound and make out-bound calls