SimpleBills Support Quiz 4
Quiz by Ricky Ballard
Feel free to use or edit a copy
includes Teacher and Student dashboards
Measure skillsfrom any curriculum
Tag the questions with any skills you have. Your dashboard will track each student's mastery of each skill.
- edit the questions
- save a copy for later
- start a class game
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- print as a bubble sheet
- Q1
Having patience with your customer is important. If your customer doesn't understand the information you gave them, choose the best way to respond from the list below.
Repeat your information using the same words, but speak louder and slower.
Repeat your information using the same words, just speak slower.
Repeat your information using different words to help them understand.
Repeat your information using the same words, just speak louder.
120s - Q2
Remaining flexible with customers is an important skill to master. Choose the best description below for what it means to be flexible.
Putting our preference for how something should be done above the way we're being asked to do it.
Both answers are correct.
Patience with others when it comes to the way we think things should be done.
120s - Q3
Choose the best description of Empathy from the list below.
Helping others feel that you understand what they're struggling with.
Telling someone you are sorry they are in this situation.
Feeling sorry for someone.
120s - Q4
Which statement below best represents confirmation bias?
"I was prepared for them to be so upset but they were actually very nice."
"Wow, I didn't see the call ending like that!"
"When they call about a high bill, I know it's going to be a bad call."
120s - Q5
What are the four qualities of active listening?
Attentive, Objective, Patient, Empathetic
Kindness, Politeness, Agreeable, Friendly
Attentive, Objective, Impatient, Apathy
Boldness, Responsive, Patient, Objective
120s - Q6
What are some things you can do during a call to help you remain attentive?
Use confirming statements, Use clarifying questions, Paraphrase the customer's concern
Put the customer on hold to refocus, Ask the customer to repeat themselves to ensure you heard them correctly, Provide a solution as soon as you think you know what the concern is
120s - Q7
It's okay to lie to a customer if it will make them feel better about the situation.
FALSE
TRUE
120s - Q8
To demonstrate attentiveness, you should repeat back exactly what the customer said to you (PARROT-phrasing), so they know you truly understood what they need.
TRUE
FALSE
120s - Q9
Empathy allows you to identify with - and better retain - customer information.
TRUE
FALSE
120s - Q10
Patience is required to give the customer ample time to fully explain the problem.
TRUE
FALSE
120s - Q11
Being objective means you should be able to determine a customer's true concern, and the solution to that concern, in the first 30 seconds of the call.
TRUE
FALSE
120s - Q12
Attentiveness ensures that you are engaged in a two-way conversation, rather than passively taking in what the customer is saying.
FALSE
TRUE
120s - Q13
When speaking with customers, it's better to "stay in your lane" rather than promising things that other departments can do.
FALSE
TRUE
120s - Q14
Mistakes are going to happen. They just are. At SimpleBills, we want to learn from all our mistakes to help us in the future.
TRUE
FALSE
120s - Q15
Being good at listening allows you to make full use of the information customers voluntarily share during the conversation to accurately and promptly resolve their issues.
FALSE
TRUE
120s