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WorksheetsSoft Skills - ICICI Prudential Mutual Fund
Total questions: 12
Worksheet time: 6mins
Call opening should be within?
3 secs
10 secs
11 secs
5 secs
In scenario when Investor is quite irate, it is always good to immediately pitch for a callback.
True , because we don't have a Solution and Investor is not getting satisfied.
False , first calm the Investor and show sympathy in the case.
The correct hold verbiage is
Sir/Madam kindly be on hold.
Mr./Ms. --- Can I Place your call on hold for a moment to check this information for you.
Request you to kindly wait as I'm checking the details.
Mr/Ms. --- May I Place your call on hold for a moment to check this information for you.
Most of the time upset customers will calm down if you offer a sincere apology.
False, apologies is/are not required on calls.
True, mostly Investor's want you to Acknowledge.
Hold Needs to be refreshed within how much time?
60 secs
90 secs
30 secs
As and when query is solved.
Professionalism on calls includes
To avoid using negative terms on calls.
Avoid casual words such as Yeah, Hello etc.
To Acknowledge and empathize/
sympathize Investors.
All of the above.
Choose the Don'ts to be followed on calls
Don' t be distracted on calls.
Don't be unfocused on calls.
Don't react or be lethargic on calls.
All of the above
Speak clearly and use a _____ tone.
Casual Friendly tone.
Active and Fast tone.
Polite and Calm tone.
Depending upon the scenario.
Handle angry customer calls with _______.
Attitude
Professionalism
Only A
Both A and B
Body language is important while speaking on calls.
False
True
How can Body Language be improved on calls?
Reclining in your Chair as you're comfortable.
Gossip your friends on mute.
Focus on sitting up straight with your Feet on the floor.
Use Whatever Emotion on call.
If Investor is speaking in Hindi still we need to continue in English language as we are representing a Professional Firm.
False
True
