Phone Based Customer Service- Quiz 1

What would you AVOID in a moment of dead air on the call?

• Use the time to gather more information about the customer

• Stay quiet to not burden the customer with unnecessary chatter

• Comment on something related to the customer geographic area

• Explain to the customer what you are trying to do

A warm transfer is when you _______________________.

• Keep chatting with the customer while they wait

• Transfer the customer to a specific person

• Avoid the transfer in the first place

• Just to ask the customer to call again later

When you need to put the customer on a log hold, it would be good to______________

• Check in with them during the wait

• Transfer the call, to another co-worker in the meanwhile

• Hung up and call them later when you are ready

• Let them wait interrupted

What should you avoid when trying to shorten the call time?

• Get into a long discussion about your shared passion

• Try to work with the customer rather than trying to get them off the phone

• Offer to send a follow-up email with critical information

• Speak slowly when sharing information

To help keep the call short, you should listen to the customer without interruption.

• TRUE

• FALSE

A good greeting consist of three parts; a greeting, your name, and _________________________

• A scripted company tagline

• Your role in the company

• An offer of assistance

• A marketing intro of the newest product

It is never a good idea to comment on the customer’s geographic area.

• TRUE

• FALSE

When is it good to call the customer by his/ her name?

• At the end of the conversation

• During the conversation

• At the beginning of the conversation

• All of the above answers