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Finsh Quation In Time,Good Luck! Exam Time Left: 1549

( 0:25:49) Welcome,

763.0

Select an answer for every question. Unanswered questions will be scored as

incorrect.Good Luck!
1). The following are the characteristics of Negative Stress

It causes anxiety

It feels unpleasant

It decreases performance

All of the above

2). To work effectively with others in a team

 do not waste time talk about team goals

do not wait for needed approvals to begin working on a project

break large tasks into small parts

none of the above

3). Which one of the following is true about 994 contact center?

The Contact center is available 24/7 in five languages.

Provide you information about our offers and after sales support.

Customer can register different faults about ethio telecom services.

All.

4). If the customer service contact center agent provides customer profile on the
system for the other customer, which component of customer service is violated?

Reliability

Responsiveness
 Security

Empathy

5). It was not until they watched the evening news that people realized how
much damage the storm had caused.

People did not know how much damage the storm had caused until they watched the
evening news.

People watched the evening news because they realized that the storm had caused a lot
of damage.

Before watching the evening news, people knew that the storm had caused a lot of
damage.

After they realized that the storm had caused a lot of damage, people watched the
news until late in the evening.

6). Mekonnen is trying to read all three books in the series before summer
____________.

Ended

Will have ended

Will end
 Ends

7). When a customer complains you should always...

Defend your company

Apologize

Make excuses

None

8). When a customer calls to resolve an issue, the best customer service
representative will be...

The one who resolves the problem the quickest

The one who shows they understand and are committed to resolving the problem

The one who gets the best feedback

None

9). You are the employee working at a call center and engaging a customer when
the other phone rings. Do you-
 Tell the customer excuse me while you answer the phone, then put the caller on hold
while you go back to the customer.

Let the phone ring and continue to engage the customer.

Take the call and address it, then come back to the customer.

Hang up the communication with the customer and address the call.

10). Dadi: Would you mind making a copy of this book? Reni: Oh ______, no
part of the book may be copied.

I have no objection

Sure

I suggest

Sorry to sat that

11). A type of package offer which is to access with ethio gebeta service.

Voice package

Internet package
 SMS package

All

12). Can I help you? is an example of:

A proper retail greeting.

Reformulation of customer request.

A closed ended question.

Offering assistance with politeness

13). I am amazed that we arrived at the airport on time.

We made an amazing appointment to meet at the airport on time.

I did not expect to get to the airport on time but surprisingly, we did.

I am surprised that we had so much time left before we boarded the plane.

My friend and I were amazed to see each other at the airport at the same time

14). How do you deal with loud and abusive customers?

 I try to calm them down by admitting to my companys mistake

I try to building off line connection with them

I lash out back at them

I let them rant and look for a new creative approach to handle it

15). What would you do If a customer has a complaint that is take long time and
complex?

I would send them to my manager I do not get paid to listen to long rants

I would listen fully to the customer and try to resolve their complaints to their
satisfaction

I would explain the complaint procedure to the customer and then let them take the
next step

None

16). Morning Glory, the coffee shop on the corner, has lost nearly 50% of its
business because a national retail coffee chain opened up a store down the street.
Instead of closing up shop, the owner of Morning Glory plans to draw in
customers by offering coffe

some customers will choose the coffee shop that offers the lowest price.
 the quality of Morning Glory coffee is comparable to that of the national coffee chain.

Morning Glory can afford to cut its profit margin in order to lower prices.

Morning Glorys customers are very loyal.

17). Which is not the key reasons for customer dissatisfaction?

Employees who do not listen to what the customer is saying.

Employees who ignore customers completely.

Employees who do not follow up or follow through.

Employees who ask too many questions.

18). Which one of the following is not correct about ethio telecom?

Ethio telecom have more than 50 million customer base

Ethio telecom has become the largest telecom operator in Africa.

Ethio telecom is an integrated telecommunications solutions provider offering internet,

data, VAS, International and voice services.

None
 D

19). Good customer service always involves...

Actively listening the customer concerns

Telling the customer whatever they want to hear

Enforcing the rules of your company

None

20). ________ the Tilahun Geseses most popular songs-most of which were
written by Alemtsehay wedajo and Yilma Gebreab—are Ethiopia and Yehiwote
hiwot.

With

Considering

Among

To

21). Which one of the following is cause of potential conflict at the work place?

Good communication
 Cultural understanding

Lack of respect to individual difference

Giving value to others customs and beliefs

22). A complaining customer is:

Sometimes right

Almost right

Often lying

Always the customer

23). Which statement about customer service is correct?

Excellent customer service results in a more positive business reputation.

Excellent customer service results in more promises and therefore more processes.

Excellent customer service results in fewer loyal customers.

Excellent customer service results in lower wages.

 A

24). _____________is a service which allows mobile subscribers to select and

change the ring back sounds heard by their callers instead of traditional
beeping/ringing sounds.

CRBT or Color Ring back Tone

Call Waiting

Call forwarding

Malicious call trace

25). It is easy to carry solid objects without spilling them, but the same cannot be
said of liquids. Rewrite, beginning with Unlike liquids, the next words will be

it is easy to

we can easily

solid objects can easily be

solid objects are easy to be

26). All of the following are accepted stress management techniques at work
place EXCEPT:
 Avoiding problems.

Frequently take annual leave.

Exercise.

Effective time management.

27). The best skill to have as a customer service representative is...

Knowledge of the company

Patient with the customer

Empathy for the customers situation

All of the above

28). What type of device is a computer monitor?

Input

Output

Software
 Storage

29). Which one of the following is correct about mobile voice call service charge
during working days 1:00AM – 9:00 PM including VAT?

Charged 0.83 birr per minute

Charged 0.35 birr per minute

Charged 1 birr per minute

Charged 0.73 birr per minute

30). To resolve conflicts with coworkers

begin by deciding who is at fault in the situation

Listen and talk with coworkers about the situation

center your discussions on the people involved, not the issues

avoid admitting that you make a mistake

31). As soon as you see a customer, what do you do?

 Look the other way

Ask them if you can help them

Look them in the eye, smile and welcome them

All

32). How can you show that you are actively listening over the phone to a
customer?

By interrupting with your thoughts

By asking lot of closed questions

By talking over the customer

By using affirmative words, such as Ok or Yes

33). Effective team members

are reliable and responsible

share confidential information about the teams work with everyone in the company
 focus first on personal goals and then on team goals

all the above

34). A short code that used to access Ethio Gebeta self-service is:

* 806# and dial

* 868# and dial

* 999# and dial

*868# and dial

35). The third basic computer function is ________? This refers to when a
computer sends out information.

Output

Input

Processing

Devices

36). The ticket said the show would start at 8:00, but the curtains didn’t go up
_________ 8:30.

Less than

until

about

Since

37). Call forwarding (or call diversion) can be made by a user under the
following condition:

If not answered

For all calls

If busy

All

38). A Call Center is defined as:

The midpoint in duration of a telephone call

A revenue sink hole

 A place where actual sales transaction conducted

A location where complaints and problems are converted into successful saves for your
customers and your company

39). Why should you smile every time you answer a phone call?

Because it will you feel better

Because the person on the other end of the line will feel better

Because it will relax the muscles in your face

Because smiling is fun

40). service allows a customer to communicate with more than two persons at
the same time from his/her mobile.

Call forwarding

Conference calling

Multimedia message service

Voice SMS service

B
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