
CALL HANDLING ETIQUETTES
Authored by Zha Nabor
Computers
10th Grade
Used 6+ times

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20 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is a key element of call handling etiquettes?
Quick hang-ups
Rude behavior
Active listening
Ignoring customer concerns
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What does active listening involve during a call?
Interrupting the caller to provide quick solutions
Multitasking while the caller speaks
Giving the caller undivided attention and showing interest
Providing scripted responses without considering the caller's needs
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is important for establishing a professional tone of voice during a call?
Speaking too fast and using technical jargon
Mumbling and unclear articulation
Speaking clearly and calmly
Shouting and using aggressive language
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Why is empathy important in call handling?
It helps to annoy the caller further
It demonstrates understanding and builds rapport
It speeds up call resolution
It allows the representative to be dismissive of the caller's concerns
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the purpose of summarizing the call and confirming the resolution?
To confuse the caller
To prolong the call unnecessarily
To ensure accurate understanding and closure
To end the call abruptly without addressing the issue
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is a common mistake to avoid during call handling?
Being dismissive and not taking the caller seriously
Showing empathy and understanding
Providing prompt and accurate information
Escalating the call to a supervisor when necessary
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which element of call handling helps in resolving customer issues effectively?
Interrupting the caller frequently
Ignoring the caller's concerns
Asking relevant questions and offering appropriate solutions
Rushing through the call without understanding the issue
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