Final Quiz
Authored by CHS PH
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Professional Development
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20 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Fill in the blank. ________ involves a situation where two or more people or things communicate with each other or react to one another.
Interaction
Conversation
Personalization
Impression
2.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
When managing holds, this is the part where you set the expectation and provide an explanation why you are placing the customer on hold.
Ask Permission
Timeframe and Reason
Wait for a response
Thank them upon returning
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Fill in the blank. Communication is sharing information with someone , while interaction is ___________ the other person.
reaching
reacting to affect
reacting to the infected
None of the above
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
The type of call transfer where you transfer the customer directly to the queue/department without speaking to an agent.
Hot
Warm
Cool
Cold
5.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Identify from the list below an example of extreme behavior.
Professionalism
Verbal Nods
Disagreement
Racial Remarks
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What are effective ways in diffusing difficulties during a difficult situation?
Use foul Language
Stay Calm and Keep your Composure
Interrupt a shouting caller
Ask irrelevant questions
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Which of the following statements describe a customer's difficult behavior?
Someone who presents challenges, expresses dissatisfaction or behaves in a demanding and confrontational manner during interactions with a representative.
Someone who doesn’t have challenges and dissatisfaction and willing to have an agreement.
Someone who have challenges expressing their dissatisfaction and does not demand nor gets confrontational during interactions.
None of the above
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