Dear Participant,

You have enrolled yourself for Perception Self Evaluation Assessment for your "Coping with Stress & Problem Solving" 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. What type of customer tries to dominate the call centre agent using intimidation tactics such as yelling or threats?

a) The Uncommunicative Customer
b) The Confused Customer
c) The Negative Customer
d) The Angry Customer

2. Which type of relationship represents the deepest and develops over a long period of time?

a) Long term
b) Personal assistance
c) Dedicated personal assistance
d) Automated services

3. What you should do when your clients ask you for a fast solution?

a) Explain to them all the solutions available and the time needed in order for the problem to be solved
b) Solve the problem immediately
c) Harry to solve the problem
d) Find other colleague to solve faster the problem

4. Which type of personality is energetic, reactive in face of difficulties and manifest emotions in a violent manner?

a) Obsessive personality
b) Aggressive personality
c) Anxious personality
d) Narcissistic personality

5. How you will end a conversation when dealing with angry customer?

a) As polite as possible
b) Apologizing to the customer
c) Asking if there are any other problems you can help with
d) Using a common formula for ending the conversation

6. How can one maintain a positive attitude in customer service?

a) Don't get angry
b) By putting oneself in the customer’s position and viewing the problem from their eyes
c) By speaking in a low tone
d) Answering as casually as possible

7. Why you should use the word “Feedback” in your conversation with an angry customer?

a) It shows that his/her opinion or problem is taken into consideration
b) To calm him down
c) To make him feel important
d) Take time to solve the problem

8. What is the first stage of stress?

a) Resistance
b) Exhaustion
c) Counter shock
d) Alarm

9. Which of the following factors can cause stress in a call-center?

a) The usability of the computer system
b) The ergonomic design of the computer equipment
c) Physical environment
d) All

10. What means mindfulness meditation?

a) Concentrating to your mind and body
b) Sitting comfortably, focusing on your breathing, and bringing your mind's attention to the present moment
c) Disconnecting from the present reality and thinking about pleasant things
d) Not hearing or seeing what is happening around you

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