S2-M7-P

Dear Participant,

You have enrolled yourself for Perception Self Evaluation Assessment for your "The Ability to Correctly use the Communication on a Variety of Channels with Costumers" Module. Here are the questions to assess yourself. Results will be made known only to you and our project's assessors, who will keep all your information and results at utmost confidential and never share them with third parties.

Thank you for your participation!

The VirtualCall Project Team


1. Preparation for a telephone conversation with a client includes:

a) Psychological preparation
b) Gathering and knowing the information about the company and product or service you want to present (sell) to the client
c) Gathering and knowing information about the client's company and the services it provides
d) All above

2. When to call to the client?

a) The appropriate time for the call is from 8 a.m. until the end of the company's working hours, but not later than 9 p.m.
b) The appropriate time for the call is any time, when is your working hours
c) The appropriate time for the call is from 8 a.m. until the midday
d) You can disturb a person anytime, if you will say that it is an urgent call

3. When to pick up the phone handset?

a) You always should pick up the phone handset as soon as it rings
b) It is better to give the caller time to concentrate on the conversation and to settle for it during that time. The first call – you should postpone work, the second – you should go in a positive mood, the third – you should smile and answer
c) The caller should wait at least for 5-6 tones untill you pick up the handset
d) You should answer immediately, even you are busy with other tasks

4. When answering the work phone, it is necessary to say:

a) Name or surname
b) Say hello
c) The name of the company, your position, name or surname and say hello
d) The name of the company

5. It is advisable to ask closed-ended questions during a phone call:

a) At the beginning of the call
b) When you want to verify the facts
c) When you want to get specific information about a client that is important for the development of a further conversation, or to summarize information
d) All above

6. It is advisable to ask open-ended questions during a phone call:

a) When you want to encourage the client to continue the conversation, supplement it
b) When you want to learn more about the client’s situation or problems and needs
c) When you want to give the client freedom to answer as they wish
d) All above

7. What to do if the right person with whom the client wants to be connected does not respond for a long time?

a) The operator should first check that the connection has taken place. If not, take the line in half a minute at the latest, apologize and find out how it could help the customer
b) If the the right person is busy or connection failed, the client will call later
c) The operator should always help to the client himself and answer to all client questions
d) The operator is not responsible for other colleague’s clients and don’t need to do anything

8. The conversation with the client will be more constructive and smoother if you will:

a) Have set a clear goal for the call
b) Have a clear conversation plan
c) Have and manage structure and time of the conversation
d) All above

9. During the conversation, the client expects:

a) Respect, friendliness, justice and trust
b) Control the situation
c) Knowledge and professionalism
d) All above

10. How to end the call?

a) If the conversation was short you should thank for the conversation and say goodbye
b) If the conversation was long, it concludes with a summary of what was talked about and states what the next steps will be. Then thank you for the conversation and say goodbye
c) At the end of the conversation, the client should not be left "hanging", another call or meeting is immediately arranged, setting a specific date
d) All above

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