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Guide for Call Center Customer Service Representative Questions

Quiz Call Center Customer Service Representative Questions

10/200 Questions|Updated on 2024/05/26
Free Test
/ 10

Quiz

1/10
Communication Skills:
Which of the following is a key communication skill for a call center customer service representative?
Select the answer
1 correct answer
A.
Active listening
B.
Typing speed
C.
Sales pitch
D.
Technical knowledge

Quiz

2/10
Computer Literacy:
What does CPU stand for in computer terms?
Select the answer
1 correct answer
A.
Central Processing Unit
B.
Computer Power Unit
C.
Control Processing Unit
D.
Central Power Unit

Quiz

3/10
Customer Service Principles:
What is the key principle of effective customer service in a call center?
Select the answer
1 correct answer
A.
Timeliness
B.
Aggressiveness
C.
Rudeness
D.
Inconsistency

Quiz

4/10
Problem-solving Skills:
When dealing with a difficult customer, what is the best approach to take in order to solve their problem effectively?
Select the answer
1 correct answer
A.
Respond with frustration and anger
B.
Listen actively and empathize with the customer's concerns
C.
Ignore the customer's issue and hope it resolves on its own
D.
Transfer the call to a supervisor immediately

Quiz

5/10
Product/Service Knowledge:
Which of the following is an important aspect of product/service knowledge for a call center customer service representative?
Select the answer
1 correct answer
A.
Understanding the company's mission statement
B.
Knowing the best local restaurants in India
C.
Memorizing the latest Bollywood movie releases
D.
Reciting the national anthem of India

Quiz

6/10
Communication Skills:
How should a customer service representative handle an irate customer on the phone?
Select the answer
1 correct answer
A.
Hang up on them
B.
Listen actively and empathize with their concerns
C.
Argue with them
D.
Speak loudly to assert dominance

Quiz

7/10
Computer Literacy:
What does CPU stand for in computer terminology?
Select the answer
1 correct answer
A.
Central Peripheral Unit
B.
Central Processing Unit
C.
Computer Personal Unit
D.
Control Processing Unit

Quiz

8/10
Customer Service Principles:
How should a call center representative handle a frustrated customer?
Select the answer
1 correct answer
A.
Listen actively and empathize with the customer's feelings
B.
Interrupt the customer and provide a quick solution
C.
Argue with the customer to prove them wrong
D.
Hang up on the customer to avoid confrontation

Quiz

9/10
Problem-solving Skills:
In a situation where you are unsure how to solve a customer's problem, what should you do next?
Select the answer
1 correct answer
A.
Make up a solution to appease the customer
B.
Transfer the call to another department
C.
Ask for help or guidance from a more experienced colleague
D.
End the call and hope the customer doesn't call back

Quiz

10/10
Product/Service Knowledge:
Why is it crucial for call center customer service representatives to have detailed product knowledge?
Select the answer
1 correct answer
A.
To impress customers with random facts
B.
To provide accurate information and solutions to customer inquiries
C.
To entertain customers with jokes and stories
D.
To confuse customers with irrelevant information
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Info quiz:

  • Quiz name:Call Center Customer Service Representative Questions
  • Total number of questions:200
  • Number of questions for the test:100
  • Pass score:70%
  • Number of topics:5 Topics
Study topics:Number of questions:
  • Communication Skills::40 Questions
  • Computer Literacy::40 Questions
  • Customer Service Principles::40 Questions
  • Problem-solving Skills::40 Questions
  • Product/Service Knowledge::40 Questions

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