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Free Exam: Customer Service Simulation

Number of Questions in Test: 10
Number of Questions in Preview: 5
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Note: Answers are not shown below but will be copied with this test.

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Question 1

The simulation stressed that there should be a consistent way to answer the phone. What is the correct greeting?

Type: Multiple choice
Points: 1
Randomize answers: No

Question 2

Who do I e-mail my wonderful comments about this great quiz to?

Type: Multiple choice
Points: 1
Randomize answers: No

Question 3

In the third part of the simulation, the analyst took information from the caller before transferring the call. What is the procedure for SESC?

Type: Multiple choice
Points: 1
Randomize answers: No

Question 4

The transfer scenario on the simulation demonstrated a cold transfer. What do you say to the customer and what buttons do you press on the phone when making a cold transfer.

Type: Multiple choice
Points: 1
Randomize answers: No

Question 5

In the simulation, there was a call from a self-proclaimed "expert." What do you say to get the call back on track and get the call resolved?

Type: Multiple choice
Points: 1
Randomize answers: No

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