Up-Training Quiz

Up-Training Quiz

Professional Development

15 Qs

quiz-placeholder

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Up-Training Quiz

Up-Training Quiz

Assessment

Quiz

Fun

Professional Development

Practice Problem

Easy

Created by

Sasha-Kay Harris

Used 9+ times

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15 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What should be the first thing that the CSR do after the customer relays his/her concern?

Upsell

Restate

Update account

Ask probing questions

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

True/False : Customers name should be used at least 3 time throughout the interaction?

FALSE

TRUE

3.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Select all that applies when expressing empathy?

For non receipt of bills

Only 1-5 emergencies

High bill complaints

disconnection due to non payment

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Customer called and gave the name Doctor Michael Barnes. Customer should be addressed as?

Mr Barnes

Michael

Mr Michael

Doctor Barnes

5.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Select all the probing/ troubleshooting questions that apply for a prepaid no supply.

Are you the only person without light & did you hear any explosions before the power went?

Is there KW on the meter?

Check breaker and unplug device or remove batteries.

was there an outage in the area prior to now?

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

TRUE/FALSE : Upselling should be done on only business calls?

True

False

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

TRUE/FALSE All accounts should be updated with a valid telephone number and email address?

True

False

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