Call Handling Quiz

Hey there, superstar! What should you always be ready to do when the phone rings?

• Jump in and answer calls like Edwin the hero!

• Ignore calls and let them go to voicemail like a pro!

• Transfer calls with the finesse of Resen!

Imagine you're on a call with a customer named Resen. What should you do within the first 5 seconds to make a great impression?

• Give a warm greeting to Resen

• Jump right in and ask about his issue

• Politely put him on hold

Imagine you're chatting with a customer named Ava, and you're not quite sure how to pronounce her name. What should you do?

• Ask Ava directly for the correct pronunciation

• Take a wild guess and hope for the best

• Just skip over it and move on

Hey there, Resen! What fun phrase should you use to show you’re really listening to Edwin during your conversation about your favorite movies?

• I see...

• I don't care...

• Please repeat

Imagine you're on a call with a customer named Resen, and she firmly refuses to be placed on hold. What should you do next to keep the conversation flowing smoothly?

• Apologize and explain the reason

• Hang up

• Ignore their request

Imagine you're on a call with a customer named Resen, and he happily agrees to be put on hold. What would be the best way to respond to him?

• Thank you, I will be back shortly.

• I will call you back later.

• Please wait indefinitely.

Imagine you're on a call with a customer, and you need a bit more time to gather the information they need. What should you do to keep the conversation friendly and engaging?

• Thank the customer for their patience and ask if they can hold a little longer, just like Edwin would!

• Hang up and hope for the best!

• Transfer the call to someone else, like Resen would do!

Hey there! Imagine you're a customer service superstar, just like Edwin, Resen, or Maya! Picture this: you're on a call with a customer named Mia, and you want to address her by her name to make the interaction more personal. What do you think is the DOK level of the question about addressing the customer with their name? Let's dive into this fun challenge!

Imagine you're on a call with a customer who is as stubborn as a mule! What should you do if they refuse to be placed on hold?

• Tell them it's for their own security, just like Resen would!

• Insist on placing them on hold, like Edwin would never back down!

• Just hang up the call, like Liam would in a game of telephone!

Imagine Aiden is on hold with a customer, and suddenly the line drops! What should our friend Aiden do next?

• Give the customer a ring back and say, 'Oops, my bad!'

• Chill and wait for the customer to call back.

• Just pretend it never happened and ignore the dropped call.