WorksheetsOutbound Induction - Day 3
Total questions: 27
Worksheet time: 1hrs 21mins
Getting defensive with angry customers will likely
By Using affirmative words such as ‘Alright’ and ‘Yes’
Is the statement true or false “Smile even though you are on the telephone”?
True
False
What item(s) listed below are considered OK while answering the phone?
Listening to music in the background that helps make the work environment feel better
Chewing gum that helps you to focus
Playing educational games
There should be no distractions of any kind
Why are telephone greetings so important?
It shows that you are polite and friendly
It is the first impression
It shows that the agent is happy
Greetings are the face of the business
What is the maximum time to put a caller on hold?
4 MIN
2 MIN
3 MIN
1 MIN
When you want to put a caller on hold, you must
Immediately put the caller on hold
Hang up the call
Keep quiet while doing your work
Ask the caller first
The correct way to initiate of an ending of a call is to say
"Anything else?"
"Is there anything else I can assist you with?"
"Is there anything else?"
"Do you need help with anything?"
Your microphone must be 2 fingers away from your mouth whenever you are taking a call
True
False
When you pick up the phone, what is the very first things you say?
Ask for a person by name
Your name
Ask the name of the person you called
Branded Opening
Customers are people who need your assistance.
True
False
Choose a statement that best describes customer service
Good customer service is taking that extra step to help without being asked!
Customer service is assisting a customer in a friendly manner
Customer service is telling customers about company procedures.
None of the mentioned statements
What attitude can you associate with good customer service?
Enjoy helping people
Handle people well
Care for your customers
Be understanding of people with special needs
During the conversation, it is important that your tone conveys authority and confidence.
True
False
Active listening is a technique of careful listening and observation of non-verbal cues, with feedback in the form of accurate paraphrasing
True
False
Choose words that can be associated with good telephone etiquette.
Polite
Professional
Knowledgeable
Confident
Sympathy
What should be your body posture when answering a the phone?
Sit back and relax so that you are comfortable
sit on your hip and chest up
Lean back so you sound relaxed
Lean on the amr-rest
What should be in your greeting
Your name
Your organisation
Your department
Offer assistance
You do not necessarily need a customer's approval to transfer there as you know better than them.
True
False
What are objections?
Insincere reasons for not buying or not seeing the salesperson
Challenges
Strategies that customers use when they are about to make a purchase
Concerns, hesitation, doubts or other honest reasons a customer has
Select the correct order of the Four-step process for handling objection.
Listen carefully, acknowledge the customer’s objection, restate the objections, answer the objection
Restate the objection, answer the objection, acknowledge the customer’s objection, listen carefully
Answer the question, acknowledge customer’s objection, listen carefully, restate the objection
Listen carefully, restate the objections, acknowledge the customer's objections, answer the objection
Which of the below are objections based on? Select one or more.
Product
Source
Price
Need
If a customer has had a negative past experience with a firm or brand, this objection is known as?
Product
Deja Vu
Source
Time
To demonstrate sincere concern for your customer's objections and being attentive is known as?
Empathy
Active listening
Listening Carefully
Handling objectons
Select the specialized methods of handling objections. One or more.
Denial
Question
Third Party
Boomerang
Select the correct response to the following objection: "I don't have time for betting".
I can see that you have funds in your account. I can assist you to take a bet now and you'll continue later
We have a mobile betting site, that requires just 2 minutes to place bets, to accommodate people as busy as yourself
Call our Phone-A-Bet Team
No problem, I'll check with you next week.
