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WorksheetsPRE TEST
Total questions: 14
Worksheet time: 11mins
A cold transfer is when the automatic software gets a hold of a potential customer and transfers them directly to your representative?
TRUE
FALSE
The center receives incoming calls from customers.
outbound call
sales and telemarketing
Inbound call
A Call Flow is Your Customer Service Road Map?
TRUE
FALSE
Which of the following is an empathy statement?
“I’m sorry you’ve had to deal with this…”
“Thank you for getting in touch about this”
“If I am understanding correctly…”
“ Uhm ok ”
Which is a step to show empathy to customers?
laugh at customer
blame the customer for the mistake
Listen actively
get mad at the customer
Empathy is the capacity to understand or feel what another person is experiencing?
TRUE
FALSE
What are some of the phone etiquette?
answer call within 3 minutes
all of the above
speak clearly
use proper language
Which is not a way of how to deal with difficult customers?
Practice reflective listening.
Consider their affect heuristic.
Let go of fear.
Let the customer talk
BPO stands for business process outsourcing?
True
False
Which are the three stages of anger?
irate
Miffed
destructive
aggravated
Which is not included in the 7C's of communication?
Clear
Credible
Correct
Courteous
Empathy is the capacity not to understand or feel what another person is experiencing from within their frame of reference.
True
False
Which of the following is not a type of empathy ?
Emphatic
understanding
cognitive
social
The type of call when the representative/ agent calls the customers is called ?
inbound calls
outbound calls
