IBOT_Final Theoretical Assessment

Which of the following statements best describes Business Process Outsourcing (BPO)?

• BPO refers to the process of a business hiring a third-party company to handle certain tasks or functions, allowing the business to save money and concentrate on core activities.

• BPO involves a business outsourcing all of its tasks and functions to a third-party company, eliminating the need for internal departments.

• BPO is a process where a business outsources only non-essential tasks, while retaining control over critical functions.

• BPO is a strategy used by businesses to replace their entire workforce with external contractors, reducing costs and increasing efficiency.

Access the Help Portal to answer this question.

Search for Exipure and access the Product Information. 

A customer from the UK wants his 6 bottles shipped to a US address. How much will he be charged for shipping? 

• $9.95

• $17.95

• Free

• We can't ship to the US.

Access the Help Portal to answer this question.

Search for Prima Slim and access the Product Information.

We are required to inform the customer on what will show on their email confirmation. For Prima Slim, where will this come from?

• BuyGoods

• HelpGrid

• Digistore

• ClickBank

Access the Help Portal to answer this question.

Search for Prostadine and access the Product Information. We ship Prostadine to the following countries EXCEPT:

• Australia

• Spain

• Ireland

• New Zealand

When we pay close attention to the customer's words, tone and unspoken cues to understand their needs and concerns, we are exhibiting

• Empathy

• Active Listening

• Persuasion

• Product Knowledge

When we address customers' reservations or concerns that prevented them from completing their purchase by asking questions and handling objections, we are exhibiting

• Empathy

• Product Knowledge

• Persuasion

• Active Listening

Which of the following statements best describes the role of call opening in a conversation?

• Call opening is a formality that can be skipped in order to save time and get to the main points of the conversation.

• Call opening is an optional step that can be taken if the caller wants to establish rapport with the recipient.

• Call opening is the initial phase of a call where the tone and direction of the conversation are established.

• Call opening is a process where the caller provides a brief overview of their inquiry or concern.

Which of the following statements best describes the impact of acknowledging the customer in a conversation?

• Acknowledging the customer is an unnecessary step that can be skipped to save time during the interaction.

• Acknowledging the customer is a critical aspect of effective customer service, making them feel heard and valued.

• Acknowledging the customer may make them feel ignored or unimportant, leading to a negative experience.

• Acknowledging the customer is a technique used to rush through the conversation and move on to other tasks.

Select the BEST answer. How will you open this call?

• Thank you for calling yesterday, my name is Jane. Is there anything I can help you with?

• Hello, my name is Jane and I am taking orders. Would you like to place an order now before we run out of supplies?

• Hi, this is Jane from Inbound Order Taking. We missed your call and we are just calling back to check up on you. How are you today?

• Hi, this is Jane from Inbound Order Taking on a recorded line. We missed your call yesterday, and we check if you need assistance. Were you trying to place an order?

Select the BEST answer.

How will you open a call if the call pop-up shows BuyGoods?

• Hello, my name is Jane. How may I help?

• You've reached BuyGoods, today. How may I help you today?

• Thank you for calling BuyGoods, this is Jane. How may I help you today?

• Thank you for calling! How may I help you today?