S2-M7-R

Dear Participant,

You have enrolled yourself for Readiness Test 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. Beeing a virtual call center operator, you can:

a) Provide information to the customer about your company, identify the customer’s problem or need, and sell services, products and ideas
b) Get information – to conduct a survey, opinion or feedback survey
c) Manage conflict - hear and resolve customer complaints, negative opinions or criticisms
d) All answers mentioned above

2. During the conversation with the client you should avoid:

a) The interrupting of the speaker
b) Try to get to know the client even more, his wishes, expectations, products or services used
c) To use active listening techniques
d) Asking questions, agreeing, paraphrasing the caller's thoughts, drawing conclusions

3. Talking with the client via phone your voice must be:

a) Pleasant
b) Rhythmic, correct dialect and emphasis, clear enough articulation
c) There must be no jargon in the speech
d) All answers mentioned above

4. How to be polite when talking with the client?

a) Try not to interrup and active listen the client
b) Talk as long, as client wants
c) You can say only “Yes” for the client
d) Talk familiarly, like with a friend

5. How conversation with the client can be regulated?

a) By asking questions
b) Agreeing and paraphrasing the caller's thoughts
c) Drawing conclusions
d) All answers mentioned above

6. What words you should use during conversation with the client?

a) You can say only “Yes” for the client
b) You should eliminate words with the particle “no”
c) Speak in jargon, if the client himself speaks so
d) You should use a lot of terminology

7. The questions you ask the client during a phone conversation must be?

a) Created specifically
b) Several questions at once
c) Designed to support the conversation, closed-ended or open-ended questions
d) The same question out loud several times or differently

8. In order to encourage the client to speak:

a) It is necessary to agree with what the client is saying
b) You should show the client your interest and favor – a tone of voice indicating interest and goodwill, repeat a few key words from the client’s speech
c) It is necessary to disagree with what the client is saying
d) Use the same expression all the time

9. What internal reasons for not listening you should avoid to:

a) Be worried about your own problems during the conversation
b) Listen with the attitude that you already know everything on the subject and you don’t need to listen the client
c) Evaluate everything constantly or be negative about the client
d) All answers mentioned above

10. What external reasons for not listening you should avoid a:

a) Poor acoustics, noise
b) Improper room temperature or bright wall color
c) Discrepancy between speaking tempo and listener's mental activity listen carefully to the interlocutor’s manner of speaking (e.g., accent or monotony of voice, too quietly)
d) All above

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