Thursday 17 September 2015

Call Center Skills Test

Call Center Skills Test

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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.
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