oDesk Call Center Skills Test 2013
Q.1: Which of the following
is important when handling a business client with whom you might have
a long-term relationship?
a. 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.
b. See that their
first concern is met, and then let the call end.
c. Ask if you can
call them back if you are busy.
d. Compliment them on their choice
of business partner, rather than deal with their concerns.
Q.2: What is Average Wait
Time in an outbound telecalling process?
a.
The time taken to make a sale
b. The time taken by a telecalling
executive to log into the computer
c. The time between two
outbound calls
d. None of the above
Q.3:
Identify the misspelled word in the list below.
a.
Parallel
b. Prevalent
c. Prejudice
d. Perserverance
Q.4:
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.
a.
barbecue
b. barbequeue
c. barbycue
d. barbcue
Q.5:
Identify the misspelled word in the list below.
a.
Rhythmical
b. Reminiscence
c. Rheumatism
d. Resevoir
Q.6:
What is an IVR?
a.
Instant Voice Recorder
b. Interactive Voice Response
c.
International Voice Recorder
d. International Voice Rights
Q.7:
What is the term used for the incoming calls that are logged but not
yet resolved?
a.
Unresolved calls
b. Only logged calls
c. Open calls
d.
Process calls
e. Pipeline calls
Q.8:
Which of the following are significant skills to look for when hiring
helpdesk staff?
a.
Whether they can make tea or coffee for the other staff.
b. How
well traveled they are in the world.
c. How polite and helpful
they can be on the telephone.
d. Previous helpdesk experience,
with references, in the same industry.
e. c and d
Q.9:
What does ‘HTH’ mean in an email or on a message board?
a.
Happy today happy
b. Hope this helps
c. Help the human
d.
Happy to help
e. b and d
Q.10:
Which of the following is considered polite if you have an
interruption while speaking to a caller?
a.
Excuse me for a moment, please, I will be back in a matter of
seconds. Is that okay?
b. Wait for five minutes, will you.
c.
Got to go — I’ll call you back later.
d. Wait there, I’ll
back.
Q.11:
A few days back, when Pete had fever, he was taken to his uncle’s
clinic, which is 6 Kilometers towards the right of his house, but his
uncle was not available. So he was taken to a hospital 12 Kilometers
towards the left of his house. The doctor prescribed him a medicine
and the chemist shop was 1 Kilometer towards the left. The minimum
distance which he had to cover to come back to his home from the
chemist shop was:
a.
7 Kilometers
b. 9 Kilometers
c. 11 Kilometers
d. 13
Kilometers
Q.12:
Choose the correct spelling of the word from the options below.
a.
Pronounciation
b. Pronuciation
c. Pronuncitation
d.
Pronunciation
Q.13:
Fill in the blank with the correct option.
A
cup full of stagnant water may _____ millions of
micro-organisms.
a.
contains
b. be contain
c. contain
d. have been
containing
Q.14:
Who should control the flow of conversation in a successful telesales
pitch?
a.
The customer
b. The teleselling agent
c. The script
d. Both
a and b
Q.15:
Which of the following is true regarding deleted files in
Windows?
a.
Once the files have been deleted, there is no way available for
recovering them.
b. The last 100 files that have been deleted can
be recovered.
c. The deleted files are sent to a Recycle Bin.
d.
The deleted files can be recovered as long as the computer has not
been switched off.
Q.16:
Choose the correct spelling of the word from the options below.
a.
Conscentiuos
b. Consentious
c. Conscientous
d.
Conscientious
Q.17:
What is the extension of a file developed in Notepad?
a.
.EXE
b. .DOC
c. .TXT
d. .HTML
e. .TEXT
Q.18:
What is the correct way to address someone online, if you are unsure
of how he or she would like to be addressed?
a.
Use their first name, it is always the friendliest option.
b. Use
their last name, such as Mr. Jones or Ms. Jones.
c. Use their full
name, with their first name in parentheses afterwards.
d. Use Dear
X to demonstrate your uncertainty, and they will probably correct
you.
Q.19:
Choose the correct option from the following:
a.
He sometimes acts a bit crazy, and his behavior in the class is often
scandalous.
b. He sometimes acts a bit crazy, his behavior in the
class is often scandalous.
c. He sometimes acts a bit crazy his
behavior, in the class is often scandalous.
d. He sometimes acts a
bit crazy his behavior, in the class, is often scandalous.
Q.20:
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?
a.
Simply say “Sorry, I have said whatever I could” and hang up.
b.
Raise your voice and try to reason with the customer.
c. Ask your
co-worker to handle the call.
d. Ask the customer to call again
after some time, and be prepared with your answers the next time he
or she calls.
e. Patiently listen until the customer has made his
or her complaint, and then begin to reason with him/her.
Q.21:
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?
a.
Just begin talking business, he or she will realize soon enough.
b.
Interweave what you are talking about with who you are, and the
message will be crystal clear.
c. Spend five minutes introducing
yourself before getting to the point — it will save time later.
d.
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.
Q.22:
Which of the following words cannot be formed by using the letters
used in “POSTENTATION” ?
a.
PATIENT
b. NATION
c. OTHER
d. STATION
Q.23:
Which of the following sentences are appropriate when you are asking
for somebody on the phone?
a.
Yo, Mr. Jones
b. Hello, could you please connect me to Mr.
Jones?
c. Get me Mr. Jones, please
d. Good morning, I was
wondering if I could speak to Mr. Jones?
e. b and d
Q.24:
Why is it always good to particularize your intention behind the
call?
a.
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.
b. It isn’t, and can be pedantic. It is better
to assume that the listener has some degree of intelligence.
c.
Let the caller make assumptions; otherwise it would be rude to
specify details.
d. It shows them you are the boss.
Q.25:
How often is it sensible to use ‘reply all’ when replying to an
e-mail?
a.
As often as possible, the more people know the information, the
better.
b. Always, as e-mails should have at least two recipients
at all times.
c. Only if the information is really relevant to
everyone on the list; otherwise, it is advisable to use ‘reply all’
to the minimum.
d. You should use ‘reply all’ about twice as
often as you use simply ‘reply’.
e. None of the above
Q.26:
Fill in the blank with the correct option.
Guitars,
drums, and flutes _____ musical instruments.
a.
are examples in
b. are examples to
c. are examples of
d. is
examples of
Q.27:
Which of the following does the call cycle time include?
a.
Closing the call, and call logging.
b. Break times, lunch and when
the office is closed.
c. Diagnosing the problem, and providing a
solution to the problem.
d. a and c
e. a and b
Q.28:
Which of the following is right about time delays between e-mail
exchanges?
a.
Try and reply within 24-48 hours, but allow at least the same amount
of time, if not longer, before sending a follow-on e-mail.
b.
Always reply within 24 hours, and expect the same from others.
c.
Wait for 36 hours before replying to any e-mail, but send a follow-on
e-mail within 24 hours if you don’t hear anything.
d. Always
allow a month for a reply, and reply to the e-mails received within
three weeks.
Q.29:
Fill in the blank with the correct option.
Usually,
cartoon strips _____ in the “Leisure” section of this
newspaper.
a.
appear
b. appears
c. were appearing
d. did appear
Q.30:
What does ‘receiving a buying signal’ from a prospective client
mean?
a.
Resetting all computers due to an incredibly large order coming
through.
b. A formal agreement by the client to buy the product.
This agreement can be through phone, e-mail or fax.
c. A request
by the client to the Company to contact him about a particular
product or service.
d. A comment from the client that indicates
that he is considering, to whatever extent, buying your
product.
Q.31:
If the 10th of January of a Leap year falls on Saturday, the 11th of
March of the same year will fall on a:
a.
Monday
b. Wednesday
c. Thursday
d. Saturday
Q.32:
Which of the following skill sets are essential in telesales to
improve conversation rates?
a.
Questioning/Probing
b. Listening
c. Use of silence
d. All of
the above
Q.33:
A $50 product is being sold at a discount of $20 in a clearance sale.
What is the percentage of discount?
a.
5%
b. 20%
c. 25%
d. 40%
e. None of the above
Q.34:
Complete the following sentence by choosing the correct spelling of
the missing word.
The
church members accused the cult of _______________ practices.
a.
sacreligious
b. sacrelegious
c. sacrilegious
d.
sacrilgious
Q.35:
Which information is not necessary for you to leave on your personal
voicemail message?
a.
Your name
b. The reason why you are away from the phone
c. Your
Social Security Number
d. Your number
e. All of the
above
Q.36:
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.
a.
flabergasted
b. flabberghasted
c. flabbergasted
d.
flabbergashted
Q.37:
Which of the following monitor the service level performance in terms
of caller information?
a.
Number of calls received.
b. Number of calls transferred.
c.
Number of calls dropped.
d. Number of calls held waiting for given
periods of time.
e. All of the above
Q.38:
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.
a.
itenreray
b. itinerary
c. iteneray
d. itinirary
Q.39:
What does it mean to ‘respect somebody else’s bandwidth’?
a.
To measure the width of the desktop PC in comparison to a laptop of
the same brand.
b. To open doors for them to fit through, a
reference specifically to the real rather than the virtual world.
c.
To be conscious of how much storage space you are controlling in any
given communication, since everyone has only limited space.
d. To
allow them two communications for every single communication of your
own.
e. None of the above
Q.40:
What does the term ‘upselling’ mean in an outbound scenario?
a.
Trying to sell add-on products post the sale of a primary product
b.
Increasing the sale of a primary product
c. An upward trend in
sales
d. There is no such term
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