Final Quiz

Fill in the blank. ________ involves a situation where two or more people or things communicate with each other or react to one another.

• Interaction

• Conversation

• Personalization

• Impression

When managing holds, this is the part where you set the expectation and provide an explanation why you are placing the customer on hold.

• Ask Permission

• Timeframe and Reason

• Wait for a response

• Thank them upon returning

Fill in the blank. Communication is sharing information with someone , while interaction is ___________ the other person.

• reaching

• reacting to affect

• reacting to the infected

• None of the above

The type of call transfer where you transfer the customer directly to the queue/department without speaking to an agent.

• Hot

• Warm

• Cool

• Cold

Identify from the list below an example of extreme behavior.

• Professionalism

• Verbal Nods

• Disagreement

• Racial Remarks

What are effective ways in diffusing difficulties during a difficult situation?

• Use foul Language

• Stay Calm and Keep your Composure

• Interrupt a shouting caller

• Ask irrelevant questions

Which of the following statements describe a customer's difficult behavior?

• Someone who presents challenges, expresses dissatisfaction or behaves in a demanding and confrontational manner during interactions with a representative.

• Someone who doesn’t have challenges and dissatisfaction and willing to have an agreement.

• Someone who have challenges expressing their dissatisfaction and does not demand nor gets confrontational during interactions.

• None of the above

A customer personality that can be very persuasive especially when haggling or making deals.

• Directors

• Analysts

• Relators

• Socializers

Which of the listed behaviors are considered key factors to making a good impression?

• Be selfish

• Be unresponsive

• Be complacent

• Be empathetic

This is the year when Convey Health Solutions was founded.

• 2001

• 2006

• 2003

• 2000