Pre Test- Call Center Communication Training

Question 1:  What is communication?

•   Body language only                                                                       

• Active listening skills only

• An exchange of messages between more than one person   

• None of the above

Question 2:  Which of the following is a barrier to communication?

• The message is not clear     

• Not listening

• Lack of language skills         

• All of the above

Question 3:  In order to comprehend a message, you must be:

• In the conference room        

• Wearing a suit or dress

• Using a telephone                   

• Actively listening

Question 4: Using sounds and words to express yourself is what form of communication?

• Non-Verbal Communication   

• Customer Service

• Interpretive Dance                    

• Verbal Communication

Question 5: Most people may start to feel defensive when a conversation starts with "you did this wrong."

• True                                              

• False

• can’t say                                      

• None of above

 

Question 6: You will get along with adults better if you use effective communication.

• True                                              

• False

• can’t say                                      

• None of above

Question 7: Which is not correct?

• We listen to obtain information        

• We listen to understand

• We listen for enjoyment                      

• We listen to yearn

Question 8: What facial expression should you have when speaking on the phone?

                   

•  A grimace 

• it doesn't matter, they can't see you

•  A frowm

• A Smile

Question 9:  Which of the following is a part of telephone etiquette?

• Take the call without disruption                                  

• Always have something available to write

• Never chew gum, eat or drink while you’re on call  

• All of these

Question 10:  Which of the following is telephone etiquette?

•  Use the caller’s name                                 

• Speak clearly with controlled volume and speed

• Be cheerful when answering the calls     

• All of these