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CCS Quiz 03-28-23 Part 2

Quiz by Frances Therese D. San Juan

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15 questions
Show answers
  • Q1
    All of these are products and services being offered as part of business process outsourcing. Which is NOT?
    Sales Support
    Financial Services
    Active Listening
    Technical Support/ Help Desk
    30s
  • Q2
    Working in a team under sales support, the following functions are expected of you, EXCEPT
    Monitoring customer accounts
    Keeping track of sales targets
    Teaching foreign students
    Processing new sales leads
    30s
  • Q3
    Billing support and collections are services under ___________________.
    Financial Services
    Client-Specific Products
    Technical Support/ Help Desk
    Sales Support
    30s
  • Q4
    What do we mean by customer queries?
    Products
    Services
    Complaints
    Questions
    30s
  • Q5
    The focus on this type of call is more on “procedural” knowledge.
    None of the above
    Providing sales support
    Handling transactions
    Handling queries
    30s
  • Q6
    These types of calls rely on a body of factual information.
    None of the above
    Handling transactions
    Processing new sales leads
    Handling queries
    30s
  • Q7
    Which of these is NOT one of the best practices in gathering information in a courteous and professional manner?
    Greet the customer politely.
    Be objective and business-like at all times.
    Be nice and courteous.
    Share personal information.
    30s
  • Q8
    One of the best practices in gathering information in a courteous and professional manner is accuracy. What does this mean?
    Having a secure solution that helps safeguard customer data
    Making sure that accurate and up-to-date information is available to your callers at all times.
    30s
  • Q9
    This practice in gathering information in a courteous and professional manner means ensuring a sense of security when collecting customer data.
    Redundancy
    Accuracy
    Manners
    Security
    30s
  • Q10
    Which of the following helps increase the ease and efficiency of customers completing their transactions with your brand and improves customer experience?
    Temporary messages
    Confirm messages
    Number clarification
    Menu structure
    30s
  • Q11
    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?
    Making an agreement (Inbound)/ Closing the deal
    Opening/ Greetings
    Identifying the call purpose through listening
    Closing
    30s
  • Q12
    Specifically, what happens in the second part of the call structure?
    Offering extra help and saying goodbye
    Customer acknowledgement, starts introducing himself and states the purpose of the call
    30s
  • Q13
    What is the third step of the call structure?
    Making an agreement (Inbound)/ Closing the deal
    Gathering information (inbound)/ Negotiating (outbund)
    30s
  • Q14
    What is the fourth step of the call structure?
    Gathering information (inbound)/ Negotiating (outbund)
    Making an agreement (Inbound)/ Closing the deal
    30s
  • Q15
    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?
    Leaving friendly parting words such as advising the caller to call again to avail of the product or service if problem persists
    Providing the customer with his /her needs, offering suggestions, options/choices, recommendations
    30s

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