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Quiz on Standard Hold Procedure and Transferring a Call 5-19-23

Quiz by Frances Therese D. San Juan

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10 questions
Show answers
  • Q1
    Which is the first thing to do to follow the standard hold procedure?
    Provide an exact duration of the hold.
    Explain why the customer will be put on hold.
    Thank the customer for agreeing.
    Thank the customer for holding.
    30s
  • Q2
    What is the second step when following the standard hold procedure?
    Thank the customer for holding.
    Provide an exact duration of the hold.
    Explain why the customer will be put on hold.
    Thank the customer for agreeing.
    30s
  • Q3
    What is the third step when following the standard hold procedure?
    Thank the customer for holding.
    Thank the customer for agreeing.
    Provide an exact duration of the hold.
    Explain why the customer will be put on hold.
    30s
  • Q4
    What is the fourth step when following the standard hold procedure?
    Provide an exact duration of the hold.
    Thank the customer for holding.
    Explain why the customer will be put on hold.
    Thank the customer for agreeing.
    30s
  • Q5
    The following are sample competencies associated with providing quality service over the telephone, EXCEPT
    Demonstrate a supportive approach when dealing with callers.
    Project an aggressive and competitive corporate image.
    Adapt the call to the customer’s tone and pace.
    Maintain control of the conversation to balance service with efficiency
    30s
  • Q6
    Which of these is NOT a reason for you to transfer the call?
    The call is taking too long so you decided to take a 5-minute coffee break.
    The concern is outside your support service.
    It is expressly instructed by the client that you should do this for specific cases
    You have already exhausted all possible means for helping the customer.
    30s
  • Q7
    Call holding is necessary for the following reasons, EXCEPT
    to run some web-based troubleshooting tips
    to answer personal text messages or emails
    to give time to pull out a customer’s details
    to inform or call someone from another department
    30s
  • Q8
    This is transferring the call without introducing the customer to the department who will take the next call.
    Cold
    Warm
    Dry
    30s
  • Q9
    In this type of call transfer, you need to introduce the customer to the agent of the department you are transferring the call to. The agent will wait on the phone to introduce the customer and to provide background information about the call.
    Warm
    Cold
    Dry
    30s
  • Q10
    Which type of call tranfer is done when you let the customer know that you are no longer going to stay on the line with them. The customer needs to wait for the other department to answer the call.
    Cold
    Warm
    Dry
    30s

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