ICSS Mock 1
Quiz
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Other
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Professional Development
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Practice Problem
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Medium
Cheng Lim
Used 9+ times
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15 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Tuckman's model has 4 stages of team formation. Which one of the following has the right sequence of the stages?
Storming, Norming, Performing, Forming
Forming, Norming, Performing, Storming
Forming, Storming, Norming, Performing.
Storming, Performing, Norming, Forming
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
IVR stands for
Interactive Video Recording
Interactive Voice Response
Intermittent Voice Reading
Interactive Voice Recording
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Customer Service support personnel helps an organization to:
Increase staff turnover rate
Increase customer loyalty
Increase customer talk time over the phone
Increase the amount of money spent on marketing
4.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Two of the duties of the customer service representative are
Identifying customer needs
Conversion of the potential leads to customers
Removing records from all customer conversations into Customer Relationship Management system.
Updating records from all customer conversations into Customer Relationship Management system.
5.
FILL IN THE BLANK QUESTION
1 min • 1 pt
displays performance information in a customer service support centres
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which one of the following equipment records the audio information of the call centre?
Private Automatic Board Exchange
Interactive Voice Response
Automatic Call Recording Equipment
Headset
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which one of the following is a type of negative behaviour at workplace?
Helping co-workers
Sharing information
Minimalism
Respecting colleague
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