WorksheetsCRM Quiz - Week - 2
Total questions: 20
Worksheet time: 7mins
Name
Class
Date
1.
What is full form of NPS
a)
Net Promoter Scare
b)
Net Promoter Score
c)
Net Partner Score
d)
Net Parent Score
2.
What should a call center agent do if a customer complains that the service they received did not meet the advertised standards?
a)
Apoloize and offer refund discount
b)
Request specific details of the dis-satisfaction to understand the issue better
c)
Suggest the customer write a formal review online to document their expirence
d)
Explain that Services vary and may not always meet expectations
3.
What are operational Call center timings for Autorent
a)
8:00 AM – 7:00 PM (UAE Time)
b)
7:00 AM – 7:00 PM (UAE Time)
c)
24 hrs
d)
All of above
4.
What is full form of CSI
a)
Customer Score Index
b)
Customer Survey Index
c)
Customer Satisfaction Index
d)
Customer Speed Index
5.
Which oil grade is Synthetic oil grade
a)
10W50
b)
5W40
c)
20W40
d)
5W30
6.
What are BIG Core values
a)
Passion, Excellence, Ownership, Integrity
b)
Diversity, Passion, Excellence, Ownership
c)
Passion, Empowerment, Excellence, Intigrity
d)
Customer, Passion, Ownership, Diversity
7.
What should a call center agent do if they notice a peer giving wrong advice to customers consistently?
a)
Document the errors an inform a supervisor
b)
Casually discuss the matter with the peer directly
c)
Wait & Observe the peer for several days
d)
Correct the information during their own calls
8.
In which sizes Awning is available in BMAA
a)
2 Mtr and 3 Mtr
b)
2.5 Mtr and 3.5 Mtr
c)
2.5 Mtrs and 3 Mtr
d)
2 Mtr and 3.5 Mtr
9.
What is the fine amount for using a hand held mobile phone while driving
a)
600 + 4 Black points
b)
600 + 6 Black Points
c)
800 + 4 Black Points
d)
800 + 6 Black points
10.
What need to be checked when this MIL comes on Cluster Meter of the car
a)
Service Due
b)
Tyre Pressure
c)
Battery down
d)
Engine oil low
11.
What is the TAT for replying to Customer emails
a)
15 mins
b)
30 mins
c)
60 mins
d)
By EOD
12.
What do we understand by word “Hayaza”
a)
Agreement Certificate
b)
Contract Certificate
c)
Professional Certificate
d)
Possesion Certificate
13.
When a customer expresses dissatisfaction with a resolution offered and requests beyond the agent's authority, what should the agent do?
a)
Politely restate the company’s policy and initial resolution offer
b)
Suggest alternatively solution that are within the agent’s power to offer
c)
Inform the customer that nothing more can be done and end the call
d)
Offer to escalate the issue to someone with higer authority for further review
14.
How many Mobile service teams/ partners we have
a)
3
b)
4
c)
5
d)
6
15.
If Mulkiya date is expired, can customer drive the car for few more days
a)
Yes
b)
No
16.
Weekly how many days Autofix Al Quoz workshop is operational
a)
5 Days
b)
6 Days
c)
7 Days
17.
What is Full Form of SSI
a)
Survey Satisfaction Index
b)
Sales Satisfaction Index
c)
Service Satisfaction Index
d)
Survey Summary Index
18.
BMAA Deals in which of the below service
a)
Accessories for all vehicle
b)
Accessories for 4X4 Vehicles
c)
Accessories for Premium Models
d)
Accessories for SUV’s
19.
Which parts are added in recovery kit sold by BMAA
a)
Shovel, Sand plate, Kinetic Rope
b)
Shovel, Sand plate, Awning
c)
Sand plate, Kinetic rope, Cube light
d)
Shovel, Cube light, Shackle
20.
What is the most important activity of the day in outbound
a)
Service Reminder, Survey
b)
Service Reminder, Sales Call
c)
Sales call, Survey
d)
All of above
100 %
