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Q 1/15
Score 0
All of these are products and services being offered as part of business process outsourcing. Which is NOT?
30
Sales Support
Financial Services
Active Listening
Technical Support/ Help Desk
Q 2/15
Score 0
Working in a team under sales support, the following functions are expected of you, EXCEPT
30
Monitoring customer accounts
Keeping track of sales targets
Teaching foreign students
Processing new sales leads
15 questions
Q.
All of these are products and services being offered as part of business process outsourcing. Which is NOT?
1
30 sec
Q.
Working in a team under sales support, the following functions are expected of you, EXCEPT
2
30 sec
Q.
Billing support and collections are services under ___________________.
3
30 sec
Q.
What do we mean by customer queries?
4
30 sec
Q.
The focus on this type of call is more on “procedural” knowledge.
5
30 sec
Q.
These types of calls rely on a body of factual information.
6
30 sec
Q.
Which of these is NOT one of the best practices in gathering information in a courteous and professional manner?
7
30 sec
Q.
One of the best practices in gathering information in a courteous and professional manner is accuracy. What does this mean?
8
30 sec
Q.
This practice in gathering information in a courteous and professional manner means ensuring a sense of security when collecting customer data.
9
30 sec
Q.
Which of the following helps increase the ease and efficiency of customers completing their transactions with your brand and improves customer experience?
10
30 sec
Q.
Which part of the call structure will the CSR thank the customer for calling and mention the name of the company along with the CSR's name?
11
30 sec
Q.
Specifically, what happens in the second part of the call structure?
12
30 sec
Q.
What is the third step of the call structure?
13
30 sec
Q.
What is the fourth step of the call structure?
14
30 sec
Q.
In the last and fifth step of the call structure, aside from offering extra help and saying goodbye, what else may be be done by the CSR?
