Sunday, December 27, 2015

Call Center Skills Test answers of 2016.

Find Complete and recently updated Correct Question and answers of Call Center Skills Test of Upwork. All Answers updated regularly with new questions. Upwork Call Center Skills Test answers of 2016.

Question:* Choose the correct spelling of the word from the options below.

Answer: • Pronunciation

Question:* A solid cube is painted green on two adjacent sides and black on the sides opposite to the green sides and yellow on the remaining sides. The cube is then cut into 64 small cubes of equal size. How many cubes have three sides painted?

Answer: • 8

Question:* Jack and Harry share 102 marbles so that Harry has 5 times more marbles than Jack has. How many marbles does Harry have?

Answer: • 85 marbles

Question:* What does the 'drop rate' on calls refer to?

Answer: • The number of calls cut off between the caller and the helpdesk, often accidentally by the helpdesk system.

Question:* Which of the following words cannot be formed by using the letters used in "POSTENTATION" ?

Answer: • OTHER

Question:* A few days back, when Pete had fever, he was taken to his uncle's clinic, which is 6 Kilometers east of his house, but his uncle was not available. So, he was taken to a hospital 12 Kilometers west of his house. The doctor prescribed him a medicine. The chemist shop was 1 Kilometer west of the hospital. The minimum distance which he had to cover to come back to his home from the chemist shop was:

Answer: • 13 Kilometers

Question:* During the course of your work, you answer a telephone call from an angry customer who has a lot to say. How should you deal with the situation?

Answer: • Patiently listen until the customer has made his or her complaint, and then begin to reason with him/her.

Question:* Why is it always good to particularize your intention behind the call?

Answer: • It makes the communication clear, and is polite too. You cannot assume the receiver understands why you are calling them and what you expect of them.

Question:* Choose the correct option from the following:

Answer: • He sometimes acts a bit crazy, his behavior in the class is often scandalous.

Question:* Having learned a significant amount of helpdesk terminology, which of the following do you see as essentially the role of the helpdesk operator?

Answer: • Solving problems and seeking customer satisfaction.

Question:* Which protocol (communication standard) does the World Wide Web use?

Answer: • HTTP

Question:* Which information is not necessary for you to leave on your personal voicemail message?

Answer: • Your Social Security Number

Question:* What is the correct way to address someone online, if you are unsure of how he or she would like to be addressed?

Answer: • Use their last name, such as Mr. Jones or Ms. Jones.

Question:* What type of software would you use to represent financial data in a tabular format?

Answer: • Spreadsheet software

Question:* I am 4 times the age of my younger brother who is only three years old. After 10 years what will my age be?

Answer: • 22

Question:* What is Average Wait Time in an outbound telecalling process?

Answer: • None of the above

Question:* While commencing a sales campaign, you have been asked to talk only about the USP of the product you are promoting through tele-calling. What will you tell the prospective clients?

Answer: • The most valuable unique advantage of the product.

Question:* What does 'HTH' mean in an email or on a message board?

Answer: • Hope this helps

Question:* What is the extension of a file developed in Notepad?

Answer: • .TXT

Question:* Fill in the blank with the correct option. A cup full of stagnant water may _____ millions of micro-organisms.

Answer: • contain

Question:* What does the term 'upselling' mean in an outbound scenario?

Answer: • Trying to sell add-on products post the sale of a primary product

Question:* Which of the following are significant skills to look for when hiring helpdesk staff?

Answer: • c and d

Question:* What is the missing number in the following series? 12, 144, 16, ?, 18, 324

Answer: • 234

Question:* Complete the following sentence by choosing the correct spelling of the missing word. The church members accused the cult of _______________ practices.

Answer: • sacrilegious

Question:* Which of the following skill sets are essential in telesales to improve conversation rates?

Answer: • Questioning/Probing

Question:* Which of the following is the best advice when writing a business e-mail?

Answer: • To keep the information relatively short, precise and always polite, with simple questions relating to what you expect to happen.

Question:* Which of the following monitor the service level performance in terms of caller information?

Answer: • All of the above

Question:* Which of the following sentences are appropriate when you are asking for somebody on the phone?

Answer: • Hello, could you please connect me to Mr. Jones?

Question:* What does it mean to 'respect somebody else's bandwidth'?

Answer: • To be conscious of how much storage space you are controlling in any given communication, since everyone has only limited space.

Question:* Complete the following sentence by choosing the correct spelling of the missing word. Peter always makes such a _____________ of himself!

Answer: • nuisance

Question:* Which things should you keep in mind while making a call?

Answer: • All of the above

Question:* Which of the following is important when handling a business client with whom you might have a long-term relationship?

Answer: • Make sure all the client's needs are satisfied, i.e. ensure that you follow up on their concerns and actually get back to them.

Question:* How often is it sensible to use 'reply all' when replying to an e-mail?

Answer: • Only if the information is really relevant to everyone on the list; otherwise, it is advisable to use 'reply all' to the minimum.

Question:* Fill in the blank with the correct option. Usually, cartoon strips _____ in the "Leisure" section of this newspaper.

Answer: • appear

Question:* You should smile when you're on the phone. Which of the following effects can it have?

Answer: • It passes into your tone of voice and can make the call more appealing.

Question:* Who should control the flow of conversation in a successful telesales pitch?

Answer: • The teleselling agent

Question:* Complete the following sentence by choosing the correct spelling of the missing word. Many would-be travelers were _____________ by the price of gas last summer.

Answer: • flabbergasted

Question:* If you have multiple windows open at the same time, which key combination allows you to switch between windows.

Answer: • Press Alt and Tab.

Question:* Which of the following are considered skillful techniques for someone learning how to use a complicated telephone system?

Answer: • Using a switchboard, keeping people on hold, transferring calls, recording calls, and generally dealing with multiple callers.

Question:* If the 10th of January of a Leap year falls on Saturday, the 11th of March of the same year will fall on a:

Answer: • Thursday

Question:* Identify the misspelled word in the list below.

Answer: • Resevoir

Question:* Why is it sometimes important not to leave out the message thread, i.e. the reference to the previous messages in the e-mail chain?

Answer: • To help the receiver comprehend the latest message better, and show the history of the messages that led up to this point in the exchange.

Question:* Fill in the blank with the correct option. Guitars, drums, and flutes _____ musical instruments.

Answer: • are examples of

Question:* A $50 product is being sold at a discount of $20 in a clearance sale. What is the percentage of discount?

Answer: • 40%

Question:* Identify the misspelled word in the list below.

Answer: • Perserverance

Question:* Which of the following is considered polite if you have an interruption while speaking to a caller?

Answer: • Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?

Question:* What is an IVR?

Answer: • Interactive Voice Response

Question:* What does 'receiving a buying signal' from a prospective client mean?

Answer: • A request by the client to the Company to contact him about a particular product or service.

Question:* The number which is one fourth of the one third of the quarter of 288 is:

Answer: • 6

Question:* Which of the following are good initial responses to the customer who is calling because they 'can't log-in'?

Answer: • Asking the caller to check the basics i.e. whether the password is correct, the caps lock key isn't on and the network cable isn't unplugged.

Question:* What is the term used for the incoming calls that are logged but not yet resolved?

Answer: • Open calls

Question:* Which of the following is true regarding deleted files in Windows?

Answer: • The deleted files are sent to a Recycle Bin.

Question:* Which of the following is the best explanation of 'netiquette'?

Answer: • 'Internet etiquette' or even 'ethics on the net,' the correct way to interact in an online setting.

Question:* Complete the following sentence by choosing the correct spelling of the missing word. Be sure to leave your travel __________ with the secretary so he'll know how to reach you while you're away.

Answer: • itinerary

Question:* Complete the following sentence by choosing the correct spelling of the missing word. The annual _____________ was ruined when a family of bears stole all the hotdogs.

Answer: • barbecue

Question:* Which of the following is the best course to adopt after you have sent a message that you didn't intend to send, or sent to the wrong recipient?

Answer: • Send a follow-on message explaining that the previous message was a mistake, with a brief apology and explanation that the message can be ignored.

Question:* Choose the correct option for the underlined words. Tom had a passion for toys; robots, airplanes, toy cars and guns.

Answer: • toys: robots,

Question:* Which of the following is right about time delays between e-mail exchanges?

Answer: • Always reply within 24 hours, and expect the same from others.

Question:* To be effective, a sales presentation should have:

Answer: • a good tone

Question:* What is a good way to begin a business call to a person whom you do not know, and who is not expecting the call?

Answer: • Give a simple introduction of yourself followed by a sentence or two. It not only shows good phone etiquette but also allows the receiver to set the forthcoming information in context.

Question:* Which of the following does the call cycle time include?

Answer: • Diagnosing the problem, and providing a solution to the problem.

Question:* What should you do if you do not want to type your name at the end of every email you send?

Answer: • Create a signature that will get automatically attached to every email you send.

Question:* While making an outbound call, if you, as a telemarketing executive(TME), are not able to get the target customer, and the call is picked by a member of his/her family, what will be your next step?

Answer: • To politely inquire about the best time when the target customer would be available

Question:* Consider the following statements: P,Q,R are intelligent P,S,T are hardworking S,R,T are honest P,Q,T are ambitious Who among them is neither hardworking nor ambitious?

Answer: • R

No comments: