Fundamentals of Customer Engagement
Exam
March 31, 2018
Module 1. The Customer Engagement Professional
1. The acronym BPO stands for _______________ ________________ ______________
2. What is a Call Center?
____________________________________________________________________________
____________________________________________________________________________
3. The four steps to Team Building are (Fill the fourth step in the blank space)
a. Forming b. Storming c. Norming d. _____________
4. Name five qualities of a good team player
a. _________________
b. _________________
c. _________________
d. _________________
5. Explain the term “conflict of Interest”
_____________________________________________________________________
6. Name two consequences that an organization may face if it or their employees fail to adhere to
industry and international standard in regards to confidentiality and proprietary rights
a. ____________________________________________________________________
b. ____________________________________________________________________
7. Passwords, door access codes, customer information and company information are able to be
shared as how the employee in an organization sees fit? Select the appropriate answer:
a. True or b. False
Module 2. Customer Engagement Operations
8. Define the following terms
a. Average Handling Time __________________________________________________
_____________________________________________________________________
b. Average Talk Time ______________________________________________________
______________________________________________________________________
c. Interactive Voice Response _______________________________________________
______________________________________________________________________
9. What shortcut keys on your keyboard you would use to do the following activity
a. Cut a word/phrase/sentence : Ctrl + _____
b. Paste a word/phrase/sentence: ______+ v
c. Save your document: ____+____
10. Define the term “Internet”.________________________________________________________
______________________________________________________________________________
11. Name two commonly used web browsers.
a. _______________________________________
b. _______________________________________
12. List the things to do when engaged on a call with a customer (Fill in the Blanks with letters to
form the correct word)
a. S___I___E
b. ___ ___ ___ ___ ___ the customer for calling
c. ___ ___ ___ ___ ___ ___ attentively to the customer’s query
d. ___ ___ ___ ___ ___ ___ ___ ___ yourself
e. Be ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ to the customer
13. Complete the following scripts for an Inbound Call
Greeting
“Good Afternoon, ______ ______for calling Real-Time Outsourcing. I am your ______ ______,
how may I assist?”
Closing
“________ _________ for __________ Real-Time Outsourcing. We _____________ your
business and look forward in ______________ ___________ again in the future.”
14. What is meant by the phrase “verifying a customer” and what three pieces of information are
usually used in the verification process? ____________________________________________
______________________________________________________________________________
a. ________________________________________________________________________
b. ________________________________________________________________________
c. ________________________________________________________________________
Module 3. Communicating with Customers
15. Explain how Tone of voice and Pitch in the voice can affect your quality of communication.
_________________________________________________________________________________
_________________________________________________________________________________
16. Answer True or False to the following:
a. Slouching in my chair will not affect the tone of pitch in my voice while on the phone?
_______
b. It is perfectly alright if I am a little distracted when talking with a customer over the
phone, after all they cannot see me. ______
c. The customer had to repeat his/her query several times to several different agents before
being assisted. This sometimes happens in busy organisations and is acceptable practice.
_________
d. Attentive listening is key attribute to being an excellent customer service agent and an
agent is active listening even while on Whatsapp or scrolling Facebook while on a call
with a customer. ________
17. What are the possible steps in identifying a customer’s needs?
a. __________________________________________
b. __________________________________________
c. __________________________________________
d. __________________________________________
18. Explain the term “Escalate”. ______________________________________________________
______________________________________________________________________________
19. Name the seven steps to handling an angry customer
1. Listen to the entire story
2. ________________________________________________________________________
3. ________________________________________________________________________
4. ________________________________________________________________________
5. ________________________________________________________________________
6. _______________________________________________________________________
7. Happy Close
20. Name three ways in handling fatigue and stress.
a. _______________________________________________________________________
b. _______________________________________________________________________
c. _______________________________________________________________________
Module 4. Connecting with Local and Foreign Callers
21. Define the term “culture”. ________________________________________________________
________________________________________________________________________
22. List three possible cultural barriers faced as employee working in a Multi-Cultural environment
a. _________________________________________
b. _________________________________________
c. _________________________________________
23. Correct the following scenario by explaining how you would have handle it differently: “My
Indian co-worker carries fish each day to work to have for his lunch, whenever he heats his lunch
in the microwave in the lunch room and raw scent is always left lingering. One day I shouted
saying “Likkle indie bwoy you need to stop carrying fish to work and stinking up the
lunchroom.”
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
24. List three ways to overcoming cultural barriers.
a. __________________________________________________________
b. __________________________________________________________
c. __________________________________________________________
25. The USA has how many states? _____
a. Is Hawaii Island one of those states? Select Yes or No
