Liberty Global: Customer Service Skills Assessment
The customer service skills assessment is one of the three assessments for the SDFC - Soft Skills module.
This objective assessment containing 20 questions will time out in 20 minutes. We would appreciate you not taking assistance from anyone or the internet to complete this assessment.
You need to score 80% to clear the assessment.
- 1.
Identify the incorrect hold procedure statement:
- A.
Are you able to hold for two minutes while I check this information for you?
- B.
May I place your call on hold for two minutes while I check this information for you?
- C.
I need to check this information with my lead which will take me two minutes. Are you able to hold?
- D.
May you be able to hold for two minutes while I check this information for you?
Correct Answer
D. May you be able to hold for two minutes while I check this information for you?Explanation
The statement "May you be able to hold for two minutes while I check this information for you?" is grammatically incorrect. The correct phrasing would be "Are you able to hold for two minutes while I check this information for you?"Rate this question:
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- 2.
How would you offer additional assistance to the user?
- A.
Is there anything else?
- B.
Is there anything else that I can help you with?
- C.
Do you have any questions?
- D.
Anything else?
Correct Answer
B. Is there anything else that I can help you with?Explanation
This answer is correct because it provides multiple options for the user to ask for further assistance. It shows that the speaker is willing to address any additional questions or concerns the user may have, indicating a helpful and accommodating attitude.Rate this question:
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- 3.
What would be the ideal response if the user says “My computer is not working.”?
- A.
Oh! I am so sorry about this. Let me help you.
- B.
I apologize for the inconvenience. I will certainly help you with this.
- C.
Oh! I can help you. Don’t worry.
- D.
I apologize for the inconvenience that has been caused. I will certainly help you with this.
Correct Answer
B. I apologize for the inconvenience. I will certainly help you with this.Explanation
The ideal response would be to apologize for the inconvenience caused and assure the user that help will be provided. This response shows empathy towards the user's situation and offers assistance to resolve the issue with their computer.Rate this question:
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- 4.
What would be the ideal response if the user says "This is really frustrating."?
- A.
I understand your situation.
- B.
If I were you, I only know how frustrated I could have got. So, I definitely understand you.
- C.
I can hear you frustrate.
- D.
I know where are you coming from.
Correct Answer
A. I understand your situation.Explanation
The ideal response if the user says "This is really frustrating" would be to acknowledge their frustration and show empathy by saying "I understand your situation". This response validates the user's feelings and shows that the respondent is empathetic and willing to listen to their concerns.Rate this question:
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- 5.
How would you tell the user to repeat his / her name on the call that you are unable to follow, when he / she says it?
- A.
I apologize but I could not follow your name. Could you please repeat that for me?
- B.
I am sorry. What was your name again?
- C.
Pardon?
- D.
I apologize; however can you be able to repeat the information for me?
Correct Answer
A. I apologize but I could not follow your name. Could you please repeat that for me?Explanation
The correct answer is "I apologize but I could not follow your name. Could you please repeat that for me?" This response acknowledges the difficulty in understanding the user's name and politely asks them to repeat it. It shows a willingness to listen and make an effort to understand, while maintaining a professional and courteous tone.Rate this question:
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- 6.
If the user’s name is Charles Martinez, how would you address him on the call?
- A.
Mr. Charles
- B.
Mr. Martinez
- C.
Mr. Charles Martinez
- D.
Martinez
Correct Answer
B. Mr. MartinezExplanation
Since the user's name is Charles Martinez, it would be appropriate to address him as Mr. Martinez on the call. Using "Mr." before the last name is a respectful and formal way of addressing someone.Rate this question:
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- 7.
What would be the most ideal way to ask for time to document a ticket during the call?
- A.
Please give me a quick minute.
- B.
Please give me a moment.
- C.
Please stay on the line while I document the ticket for you.
- D.
Please give me a minute of time.
Correct Answer
C. Please stay on the line while I document the ticket for you.Explanation
The most ideal way to ask for time to document a ticket during the call is by saying "Please stay on the line while I document the ticket for you." This response clearly communicates the need for the caller to wait while the ticket is being documented, ensuring that the caller understands the situation and remains on the line until the process is complete.Rate this question:
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- 8.
If the user asks you a question that you are not aware of, which of the following statements would you say to enhance customer service experience?
- A.
That’s a good question. Let me check that for you.
- B.
I would have helped you, but I don’t know .
- C.
Can you call us back? I will check this information and keep it ready for you.
- D.
I think it is best to transfer this call to my supervisor who will be able to help you.
Correct Answer
A. That’s a good question. Let me check that for you.Explanation
The correct answer is "That's a good question. Let me check that for you." This response shows the willingness to assist the customer and acknowledges their question as valid. By offering to check the information, it demonstrates a proactive approach to finding a solution and providing accurate information to enhance the customer service experience.Rate this question:
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- 9.
How would you spell out the word ‘APPLE’ to the user?
- A.
A as in Alpha, P as in Papa, P as in Papa again, L as in Lima and E as in Echo
- B.
A as in Alpha, P as in Papa, again P, L as in Lima and E as in Echo
- C.
A for Alpha, P for Papa, P for Papa, L for Lima and E for Echo
- D.
A as in America, then 2 Ps as in Papa, L as In Lima and E as in Egg
Correct Answer
A. A as in AlpHa, P as in Papa, P as in Papa again, L as in Lima and E as in EchoExplanation
The correct answer provides the correct phonetic spelling of each letter in the word "APPLE" using the NATO phonetic alphabet. It correctly spells out "A" as "Alpha", "P" as "Papa", "P" as "Papa" again, "L" as "Lima", and "E" as "Echo".Rate this question:
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- 10.
Choose the correct probing statement:
- A.
What exactly is the problem like?
- B.
What is the issue that you are facing?
- C.
What is the issue, tell me.
- D.
Tell me how can I help you?
Correct Answer
B. What is the issue that you are facing?Explanation
The correct probing statement is "What is the issue that you are facing?" This statement directly asks the person to explain the problem they are experiencing. It allows the person to provide specific details about the issue they are facing, which can help in understanding and addressing their problem effectively.Rate this question:
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- 11.
If the ticket number is 1234567, how would you read this out to the user?
- A.
123-4567
- B.
123456
- C.
123-45-67
- D.
1234-567
Correct Answer
A. 123-4567Explanation
The correct answer is 123-4567 because when reading out the ticket number, it is common practice to separate the digits into groups for easier comprehension. In this case, the number is divided into two groups, with the first group being "123" and the second group being "4567". The groups are separated by a hyphen to clearly indicate the distinction between them.Rate this question:
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- 12.
If you require the user to note down some information, what would be the most ideal way to communicate that?
- A.
Do you have a pen and paper handy to make a note of this information?
- B.
Can I start?
- C.
Are you ready?
- D.
Can I say now?
Correct Answer
A. Do you have a pen and paper handy to make a note of this information?Explanation
The most ideal way to communicate the requirement for the user to note down some information would be to ask if they have a pen and paper handy to make a note. This question directly addresses the need for the user to have the necessary tools to write down the information.Rate this question:
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- 13.
If the contact number of the user is 6502001111, how would you reconfirm this on a call?
- A.
Is your contact number 650-200-1111?
- B.
Your number is 650-200-1111, correct no?
- C.
Is your contact number 650-2001-111?
- D.
Is your contact number 650-200-double 1 double 1?
Correct Answer
A. Is your contact number 650-200-1111?Explanation
The correct answer is "Is your contact number 650-200-1111?" because it is a direct and clear question that asks the user to confirm if their contact number is indeed 650-200-1111.Rate this question:
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- 14.
If the user and you end up speaking at the same time on a call, what would you do?
- A.
Apologize for interrupting, and ask the user to continue speaking.
- B.
Apologize for interrupting and continue speaking what you need to tell him / her.
- C.
Apologize for interrupting, and inform the user that you have guessed what he is about to say, and proceed for a resolution without confirming if your understanding is right as you are confident.
- D.
Expect the user to apologize, if required and continue speaking.
Correct Answer
A. Apologize for interrupting, and ask the user to continue speaking.Explanation
The correct answer is to apologize for interrupting and ask the user to continue speaking. This response shows respect for the user and acknowledges the interruption. By asking the user to continue speaking, it allows them to continue their train of thought and ensures effective communication.Rate this question:
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- 15.
What would be the ideal response if the user says, “I am wondering if you guys will ever resolve my problem.”?
- A.
Sure. Please give me the ticket number.
- B.
Do you have an incident number?
- C.
I am equally wondering how I can help you. Can you give me your ticket number?
- D.
You seem upset. I will certainly do my best to help you. Could you please tell me what the concern is?
Correct Answer
D. You seem upset. I will certainly do my best to help you. Could you please tell me what the concern is?Explanation
The ideal response in this situation is to acknowledge the user's frustration and assure them that you will do your best to assist them. By saying "You seem upset. I will certainly do my best to help you. Could you please tell me what the concern is?", you are showing empathy and willingness to resolve their problem. This response also encourages the user to provide more information about their issue, allowing you to better understand and address their concerns.Rate this question:
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- 16.
Choose the ideal statement to indicate personalization on a call:
- A.
John, are you ready to make a note of the ticket number?
- B.
Could you please make a note of the ticket number?
- C.
All the three options.
- D.
Please make a note of the ticket number.
Correct Answer
A. John, are you ready to make a note of the ticket number?Explanation
The ideal statement to indicate personalization on a call is "John, are you ready to make a note of the ticket number?" This statement addresses the person by their name, creating a personalized interaction and showing that the speaker is aware of who they are speaking to.Rate this question:
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- 17.
If the user requests for a technician to be sent immediately within ten minutes for a low priority ticket, how would you communicate this to the user assuming that the turn-around-time for such tickets is 24 hours?
- A.
I wish I could do that for you; however, the turn-around-time for this ticket is 24 hours. What I could do for you is I will leave a note on the ticket that this is important and someone will contact you shortly.
- B.
I want to do that; but I can’t because the technician will definitely take 24 hours to respond to this ticket.
- C.
I am afraid that I could do that for you; however, the turn-around-time for this ticket is 24 hours. What I could do for you is I will leave a note on the ticket that this is important and someone will contact you shortly.
- D.
I am sorry but that is not possible. It will take me 24 hours to get a technician for you.
Correct Answer
A. I wish I could do that for you; however, the turn-around-time for this ticket is 24 hours. What I could do for you is I will leave a note on the ticket that this is important and someone will contact you shortly.Explanation
The correct answer acknowledges the user's request and empathizes with their desire for immediate assistance. It then explains the reason why it is not possible to send a technician immediately, stating the 24-hour turn-around-time for such tickets. However, it offers a solution by assuring the user that a note will be left on the ticket to prioritize it as important, and someone will contact them shortly. This response effectively manages the user's expectations and provides an alternative course of action.Rate this question:
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- 18.
If the ticket number is 123456, and the user reads that back to you as 546321, how would you correct the user?
- A.
No, the ticket number is 123456.
- B.
No, No, the ticket number is 123456.
- C.
That is totally incorrect. It is 123456.
- D.
Well, it seems that you have got it wrong. Let me repeat that for you. It is 123456.
Correct Answer
D. Well, it seems that you have got it wrong. Let me repeat that for you. It is 123456.Explanation
The correct answer explains that the user has read the ticket number incorrectly as 546321. The response acknowledges the mistake and politely corrects the user by repeating the correct ticket number, which is 123456.Rate this question:
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- 19.
Choose the ideal paraphrasing statement if the user says the following: This morning when I switched on the computer, I was just able to see a blue screen. I thought the wires were not connected properly, so I kind of checked them and they seemed to be fine. I requested a friend of mine to re-connect the wires once again, but I still got to see the blue screen. My colleague told me to contact you guys. I am not quite sure if you can help me. There are some strange messages on my screen as well.
- A.
I will certainly help you with this and I appreciate your effort in basic troubleshooting. As I understand, when you switch on the computer, you are able to see a blue screen with an error message, am I right?
- B.
I apologize for the inconvenience and I appreciate your effort in basic troubleshooting. As I understand, when you turn on the computer, you are getting a blue screen with an error message, am I right?
- C.
I apologize for the inconvenience that has been caused and I appreciate your effort in basic troubleshooting. Correct me if I am wrong, but you are getting a blue screen with a lot of error messages when you are trying to turn on the computer, right?
- D.
I am sorry for the same. So you are getting a blue screen with an error message, no?
Correct Answer
A. I will certainly help you with this and I appreciate your effort in basic troubleshooting. As I understand, when you switch on the computer, you are able to see a blue screen with an error message, am I right?Explanation
The correct answer paraphrases the user's explanation and acknowledges their effort in troubleshooting. It shows empathy by apologizing for the inconvenience caused and confirms the issue by summarizing that the user is seeing a blue screen with an error message when they turn on the computer.Rate this question:
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- 20.
If you accidentally mispronounce the name of the user and if the user corrects you, how would you continue the conversation?
- A.
I am sorry that I didn't get your name right, (correct name to be pronounced).
- B.
I am struggling to get that right. Sorry!
- C.
Okay!
- D.
Oh okay! Sorry!
Correct Answer
A. I am sorry that I didn't get your name right, (correct name to be pronounced).Explanation
The correct answer acknowledges the mistake and shows genuine remorse for mispronouncing the user's name. It also indicates a willingness to correct the error and asks for the correct pronunciation. This response demonstrates respect and a desire to communicate effectively with the user.Rate this question:
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Sep 18, 2015Quiz Created by
Catherine Halcomb
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