Call Center Skills Test
Which
of the following is true regarding deleted files in Windows?
a. Once
the files have been deleted, there is no way available for recovering them.
b. The
last 100 files that have been deleted can be recovered.
c.
The deleted files are sent to a Recycle Bin.
d. The
deleted files can be recovered as long as the computer has not been switched
off.
Who
should control the flow of conversation in a successful telesales pitch?
a. The
customer
b.
The teleselling agent
c. The
script
d. Both
a and b
Complete
the following sentence by choosing the correct spelling of the missing word.
The
annual ____________ was ruined when a family of bears stole all the hotdogs.
a.
barbecue
b.
barbequeue
c.
barbycue
d.
barbcue
What
is the term used for the incoming calls that are logged but not yet resolved?
a.
Unresolved calls
b. Only
logged calls
c.
Open calls
d.
Process calls
e.
Pipeline calls
Jack
and Harry share 102 marbles so that Harry has 5 times more marbles than jack
has. How many marbles does Harry have?
a. 75
marbles
b. 80
marbles
c. 67
marbles
d. 90
marbles
e.
85 marbles
What
type of software would you use to represent financial data in a tabular format?
a. DBMS
b. DTP
(desktop publishing) software
c.
Spreadsheet software
d.
Windows Explorer
e.
Notepad
Which
of the following words cannot be formed by using the letters used in
“POSTENTATION”?
a.
PATIENT
b.
NATION
c.
OTHER
d.
STATION
Identify
the misspelled word in the list below.
a.
Cachet
b.
Connoisseur
c.
Charateristic
d.
Catastrophe
To
be effective, a sales presentation should have:
a. a
good tone
b. a
crisp pace
c.
interactivity
d.
smooth transitions
What
is the missing number in the following series?
12,
144, 16, ?, 18, 324
a. 256
b. 216
c. 238
d.
234
What
is a good way to begin a business call to a person whom you do not know, and
who is not expecting the call?
a. Just
begin talking business, he or she will realize soon enough.
b.
Interweave what you are talking about with who you are, and the message will be
crystal clear.
c.
Spend five minutes introducing yourself before getting to the point – it will
save time later.
d.
Give a simple introduction of yourself followed by a sentence or two. It not
only shows good phone etiquette but also allows the receiver to set the
forthcoming information in context.
Identify
the misspelled word in the list below.
a.
Parallel
b.
Prevalent
c.
Prejudice
d.
Perseverance
I
am 4 times the age of my younger brother who is only three years old. After 10
years what will my age be?
a. 52
b. 42
c. 32
d.
22
e.
Cannot be determined
Which
of the following are significant skills to look for when hiring helpdesk staff?
a.
Whether they can make tea or coffee for the other staff.
b. How
well traveled they are in the world.
c. how
polite and helpful they can be on the telephone.
d.
Previous helpdesk experience, wit reference, in the same industry.
e. c
and d
Fill
in the blank with the correct option.
Usually,
cartoon strips ___________ in the “Leisure” section of this newspaper.
a.
appear
b.
appears
c. were
appearing
d. did
appear
Which
of the following is the best advice when writing a business e-mail?
a. To
use varied italics, colors and special fonts because people like to see them.
b.
To keep the information relatively short, precise and always polite, with
simple questions relating to what you expect to happen.
c. To
make detailed demands in long paragraphs, with the implication of wrongdoing on
the part of the receiver
d. To
panic, but then recover, and decide to send the message by regular mail, as
this is definitely more secure
What
does the term ‘upselling’ mean in an outbound scenario?
a.
Trying to sell add-on products post the sale of a primary products
b.
Increasing the sale of a primary product
c. An
upward trend in sales
d.
There is no such term
Choose
the correct spelling of the word from the options below.
a.
Pronounciation
b.
Pronuciation
c.
Pronuncitation
d.
Pronunciation
You
should smile when you’re on the phone. Which of the following effects can it
have?
a. It
is an urban myth and has no real effect – the person cannot see you.
b.
It passes into your tone of voice and can make the call more appealing.
c. The
caller can detect your grin, but not always positively.
d. The
receiver may decide to plug in a web cam as a result of detecting your smile
telepathically.
e. None
of the above
Fill
in the blank with the correct option.
Guitars,
drums, and flutes ____________ musical instruments.
a. are
examples in
b. are
examples to
c.
are examples of
d. is
example of
Choose
the correct option for the underlined words.
Tom
had a passion for toys; robots, airplanes, toy cars and guns.
a. toys,
Robots
b.
toys-robots
c.
toys: robots
d.
toys: robots.
A
few days back, when pete had fever, he was taken to his uncle’s clinic, which
is 6 kilometers east of his house, but his uncle was not
available, so, he was taken to a hospital 12 kilometers west of his house. The
doctor prescribed him a medicine. The chemist shop was 1 kilometer west of the
hospital. The minimum distance which he had to cover to
come back to his home from the chemist shop was.
a. 7
Kilometers
b. 9
Kilometers
c. 11
Kilometers
d.
13 Kilometers
How
often is it sensible to use ‘reply all’ when replying to an e-mail?
a. As
often as possible, the more people know the information, the better.
b.
Always, as e-mails should have at least tow recipients at all times.
c.
Only if the information is really relevant to everyone on the list, otherwise,
it is advisable to use ‘reply all’ to the minimum.
d. You
should use ‘reply all’ about twice as often as you use simply ‘reply’.
e. None
of the above
What
is the correct way to address someone online, if you are unsure of how he or
she would like to be addressed?
a. Use
their first name, it is always the friendliest option.
b.
Use their last name, such as Mr. Jones or Ms. Jones.
c. Use
their full name, with their first name in parentheses afterwards.
d. Use
Dear X to demonstrate your uncertainty, and they will probably correct you.
Which
of the following is considered polite if you have an interruption while
speaking to a caller?
a.
Excuse me for a moment, please, I will be back in a matter of seconds. Is that
okay?
b. Wait
for five minutes, will you.
c. Got
to go – I’ll call you back later.
d. Wait
there, I’ll back.
Choose
the correct spelling of the word from the options below.
a.
Conscentiuos
b.
Consentious
c.
Conscientous
d.
Conscientious
Having
learned a significant amount of helpdesk terminology, which of the following do
you see as essentially the role of the helpdesk operator?
a.
Solving problems and seeking customer satisfaction.
b.
Getting the salaries of all who work at the helpdesk increased.
c.
Slightly intimidating callers so that they seek their own solutions to
problems.
d.
Deciding when and when not to help the callers, as due to necessary priorities,
some callers cannot be helped at all.
Which
of the following is right about time delays between e-mail exchanges?
a. Try
and reply within 24-28 hours, but allow at least the same amount of time, if
not longer, before sending a follow-on e-mail.
b.
Always reply within 24 hours, and expect the same from others.
c. Wait
for 36 hours before replying to any e-mail, but send a follow-on e-mail within
24 hours if you don’t hear anything.
d.
Always allow a month for a reply, and reply to the e-mails received within
three weeks.
The
number which is one fourth of the one third of the quarter of 288 is:
a. 18
b. 6
c. 12
d. 3
Complete
the following sentence by choosing the correct spelling of the missing word.
Be
sure leave your travel __________ with the secretary so he’ll know how to reach
you while you’re away.
a.
itenreray
b.
itinerary
c.
iteneray
d.
itnirary
What
does ‘receiving a buying signal’ from a prospective client mean?
a.
Resetting all computers due to an incredibly large order coming through.
b. A
formal agreement by the client to buy the product. This agreement can be
through phone, e-mail or fax.
c. A
request by the client to the company to contact him about a particular product
or service.
d. A
comment from the client that indicates that he is considering, to whatever
extent, buying your product.
A
solid cube is painted green on two adjacent sides and black on the sides
opposite to the green sides and yellow on the remaining sides. The cube is then
cut into 64 small cubes of equal size. How many cubes have three sides painted?
a. 2
b. 4
c. 6
d. 8
Choose
the correct option from the following:
a. He
sometimes acts a bit crazy, and his behavior in the class is often scandalous.
b.
He sometimes acts a bit crazy, his behavior in the class is often scandalous,
c. He
sometimes acts a bit crazy his behavior, in the class is often scandalous,
d. He
sometimes acts a bit crazy his behavior, in the class, is often scandalous.
Which
of the following monitor the service level performance in terms of caller
information?
a.
Number of calls received.
b.
Number of calls transferred.
c.
Number of calls dropped.
d.
Number of calls held waiting for given periods of time.
e.
All of the above
Which
of the following skill sets are essential in telesales to improve conversation
rates?
a.
Questioning/Probing
b.
Listening
c. Use
of silence
d. All
of the above
A
$50 product is being sold at a discount of $20 in a clearance sale. What is the
percentage of discount?
a. 5%
b. 20%
c. 25%
d.
40%
e. None
of the above
While
commencing a sales campaign, you have been asked to talk only about the USP of
the product you are promoting through tele-calling. What will you tell the
prospective clients?
a. How
the competition is gearing up to counter the huge popularity of the product.
b.
The most valuable unique advantage of the product
c. All
the best features of the product.
d. The
shooting sales of the product.
Which
of the following does the call cycle time include?
a.
Closing the call, and call logging,.
b.
Break times, lunch and when the office is closed.
c.
Diagnosing the problem, and providing a solution to the problem.
d. a
and c
e. a
and b
What
is IVR?
a.
Instant Voice Recorder
b.
Interactive Voice Response
c.
International Voice Recorder
d.
International Voice Rights.
Which
of the following is important when handling a business client with whom you
might have a long-term relationship?
a.
Make sure all the client’s needs are satisfied, i.e. ensure that you follow up
on their concerns and actually get back to them.
b. see
that their fires concern is met, and then let the call end.
c. Ask
if you can call them back if you are busy.
d.
Compliment them on their choice of business partner, rather than deal with
their concerns.