3rd Quarter

What best practice of a professional customer service representative repeats important details like account number, payment information, address etc.?

• A. confirm messages

• B. manner of conversation

• C. prompts and greetings

• D. security

Did you prepare for today’s examination? What type of intonation this sentence implies?

• A. Falling Intonation

• B. Non-Final Intonation

• C. Rising Intonation

• D. Rising and Falling Intonation

This includes phases or stages the customer representatives follow as they talk to their customers over the phone.

• A. Call Divert

• B. Call on Hold

• C. Call Structure

• D. Call Waiting

It is stating your own version based on what you understood with the customer’s message. This helps the message simpler and comprehensive.

• A. Opinion

• B. Paraphrase

• C. Probing

• D. Questioning

A CSR must set the mood of conversation by using polite and clear utterances of words. Using simple words during conversation is highly encouraged to be well understood as part of the introduction. Which of the following practices describes the statement above?

• A. confirm messages

• B. manner of conversation

• C. prompts and greetings

• D. security

Which of the following call types is typically handled electronically using Interactive Voice Response (IVR), websites, or fax to address clients' frequently asked questions?

• a. Complaint Resolution

• b. Document/Order Processing

• c. Inquiry Services

• d. Telemarketing

This process involves reservation of slots and seats to avail specific services such as concerts, flights, and other recreational services.

• A. Booking

• B. Directory

• C. Technical Support

• D. Travel Advisories

Pandemic creates challenges in purchasing products in stores. For that reason, consumers buy goods and products online. What do you call the buying and selling of goods and services over the internet?

• a. Barter

• b. E-Commerce

• c. Exchange

• d. Trade

“Press 1 to know about our products, press 2 for billing concerns, press 3 for technical issues concerning your product, press 4 to talk to our customer service agent, and press 0 to repeat the options.” What CSR’s best practice the given statement implies?

• a. Accuracy

• b. Menu structure

• c. Number clarification

• d. Professionalism

Which of the following scenarios interprets that the customer is satisfied with the customer service?

• A. The customer has a monotonous voice.

• B. The customer pauses in between responses.

• C. The customer speaks fast

• D. The customer has an enthusiastic voice.