

Improving Telephone Customer Experience
Interactive Video
•
Professional Development
•
9th - 10th Grade
•
Practice Problem
•
Hard
Jennifer Brown
FREE Resource
10 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the primary goal of the seven-step call flow strategy?
To train new employees
To increase sales
To improve telephone customer experience
To reduce call duration
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is NOT a part of the lead-in step?
Offering a welcome
Offering help
Identifying the company
Asking for feedback
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the first step in the lead-in process?
Offer help
Give your name
Offer a welcome
Identify the company
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Why is it important to acknowledge a customer's emotions during a call?
To confuse the customer
To make the call longer
To avoid addressing the issue
To build confidence and assertiveness
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What should you do if you accidentally interrupt a caller?
Continue talking
Transfer the call immediately
Apologize
Ignore it
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What should you do if you need to transfer a call?
Interrupt the caller
Allow the caller to finish their statement
Transfer immediately
Ask for permission to transfer
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How can you avoid sounding like you are interrogating the customer?
Use technical jargon
Avoid asking questions
Bridge into questioning
Ask questions rapidly
Access all questions and much more by creating a free account
Create resources
Host any resource
Get auto-graded reports

Continue with Google

Continue with Email

Continue with Classlink

Continue with Clever
or continue with

Microsoft
%20(1).png)
Apple
Others
Already have an account?
Popular Resources on Wayground
15 questions
Fractions on a Number Line
Quiz
•
3rd Grade
20 questions
Equivalent Fractions
Quiz
•
3rd Grade
25 questions
Multiplication Facts
Quiz
•
5th Grade
29 questions
Alg. 1 Section 5.1 Coordinate Plane
Quiz
•
9th Grade
22 questions
fractions
Quiz
•
3rd Grade
11 questions
FOREST Effective communication
Lesson
•
KG
20 questions
Main Idea and Details
Quiz
•
5th Grade
20 questions
Context Clues
Quiz
•
6th Grade
Discover more resources for Professional Development
50 questions
Workplace Readiness Skills Quiz _ 50 Questions
Quiz
•
9th - 12th Grade
13 questions
NRF Customer Service & Sales: "Build a Continuing Relationship"
Quiz
•
9th - 12th Grade
24 questions
Job Interview Skills Review
Quiz
•
9th - 12th Grade
20 questions
MATH 103 Skills Check 2 Review
Quiz
•
10th Grade