Customer care Trivia! Test Your Knowledge! Quiz

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| By Catherine Halcomb

Catherine Halcomb

Community Contributor

Quizzes Created: 1379 | Total Attempts: 6,017,253

Questions: 12 | Attempts: 172 | Updated: Mar 19, 2023

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Customer care Trivia! Test Your Knowledge! Quiz - Quiz

The role of a customer care agent is to ensure that they are able to answer questions that clients have when it comes to services or products that people have. The trivia quiz below is designed to test your knowledge on proper customer care etiquette and at the same time see if you might need a refresher. All the best and keep an eye out for more quizzes just like it!

Questions and Answers

1.

When a customer calls in about a technical issue the notes will be logged under:
- A.
  
  Support Contacts
- B.
  
  Referrals/Credits
- C.
  
  Logging
- D.
  
  Support Calls
Correct Answer
D. Support Calls

Explanation
When a customer calls in about a technical issue, the notes related to that call will be logged under "Support Calls". This category is specifically for recording and documenting the details of customer calls related to technical problems. It helps in keeping a record of customer issues, their resolutions, and any additional information that may be relevant for future reference or analysis.

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2.

When a customer calls in for a walkthrough:
- A.
  
  Notes should only be logged in the Support Contacts tab if docs need to be sent.
- B.
  
  The call should be logged in the Support Contacts tab, no exceptions.
- C.
  
  Notes should only be logged in the Support Calls tab if docs need to be sent.
- D.
  
  The call should be logged in the Support Calls tab, no exceptions.
Correct Answer
D. The call should be logged in the Support Calls tab, no exceptions.

Explanation
The correct answer is "The call should be logged in the Support Calls tab, no exceptions." This answer is supported by the statement that "The call should be logged in the Support Contacts tab, no exceptions." This implies that when a customer calls in for a walkthrough, the call should be logged in the Support Calls tab, as it is the appropriate tab for logging calls. The other options are incorrect because they either suggest logging notes instead of calls or logging calls in the wrong tab.

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3.

When a customer calls into the technical support department with a sales issue and no actual technical issues:
- A.
  
  This should be logged in the Logging tab of CRM
- B.
  
  This should be logged in the Sales Contacts tab of CRM
- C.
  
  This should be logged in the Support Calls tab of CRM
- D.
  
  This should be logged in the Orders tab of CRM
Correct Answer
B. This should be logged in the Sales Contacts tab of CRM

Explanation
When a customer calls into the technical support department with a sales issue and no actual technical issues, it should be logged in the Sales Contacts tab of CRM. This is because the customer is calling with a sales issue, indicating that they are a potential or existing customer who needs assistance with their sales-related concerns. The Sales Contacts tab is specifically designed to track and manage customer interactions and inquiries related to sales, making it the most appropriate location to log this particular type of call.

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4.

The Dropdowns on the left should be completed after the call is over.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The statement is false because the dropdowns on the left should be completed during the call, not after it is over. Completing the dropdowns after the call would defeat the purpose of using them to gather information or make selections during the call.

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5.

Noting the issue should be done:
- A.
  
  While on the call
- B.
  
  After the call is over
- C.
  
  Whithin the first minute of the call
- D.
  
  Anytime in the first 5 minutes of the call
Correct Answer
C. Whithin the first minute of the call

Explanation
It is important to note the issue within the first minute of the call because this allows for immediate action to be taken. By identifying the issue early on, it can be addressed and resolved promptly, ensuring efficient communication and problem-solving during the call. Waiting until after the call is over or within the first 5 minutes may result in delays and missed opportunities to address the issue in a timely manner.

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6.

It is acceptable to copy and paste the notes from televantage into the issue field.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The given answer is "False" because it is the opposite of "True". Without any context or specific question, it is impossible to provide a detailed explanation.

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7.

Comments about a customers mood or attitude are ok to put in the Diagnostics/Resolution notes becasue they will warn Sr. Tech if the call has to be passed.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
Comments about a customer's mood or attitude should not be put in the Diagnostics/Resolution notes because they are not relevant to the technical aspects of the call. These notes should focus on the specific technical issues and solutions discussed during the call. Mood or attitude observations may be subjective and can potentially bias the Sr. Tech's perception of the call, leading to incorrect decisions about whether the call needs to be escalated or passed on.

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8.

Notating what a customer tried to do to resolve an issue is not needed in the notes because obviously the steps they took didn't resolve the issue.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The statement is false because notating what a customer tried to do to resolve an issue is important in the notes. It helps in understanding the customer's perspective and the steps they have already taken. It also helps in avoiding duplication of efforts and provides a history of the issue for future reference.

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9.

If a call must be passed, then you must notate the team lead's initials that approved the escalation in the resolution notes.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
In order to properly document the escalation process, it is important to include the initials of the team lead who approved the decision to pass the call. This helps in tracking the approval and ensures accountability within the team. By including this information in the resolution notes, it becomes clear who authorized the escalation and who is responsible for the decision. Therefore, the statement is true.

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10.

If a call is scheduled for a Sr. Tech call back it is not neccessary to notate the schedule information in the call notes because it is in the scheduling system.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The statement is false because even if a call is scheduled for a Sr. Tech call back, it is still necessary to notate the schedule information in the call notes. This is because the scheduling system may not always be accessible or may not contain all the necessary details about the call. Notating the schedule information in the call notes ensures that all relevant information is easily accessible to the team handling the call.

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11.

Team leaders will check in with you on your calls to make sure you are on the right track as part of the
- A.
  
  Bug the tech initiative
- B.
  
  8/12/15 Rule
- C.
  
  Job duties of a team lead
- D.
  
  10/15/20 Rule
Correct Answer
D. 10/15/20 Rule

Explanation
The 10/15/20 Rule is the most suitable explanation for the given answer. This rule suggests that team leaders should check in with their team members after 10 minutes, then after 15 minutes, and finally after 20 minutes to ensure that they are on the right track. This rule helps to monitor progress, provide guidance, and make necessary adjustments if needed.

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12.

Tech is the only department that views the support call notes.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The statement "Tech is the only department that views the support call notes" is false. It implies that only the Tech department has access to the support call notes, but it doesn't specify if other departments have access or not. Therefore, it cannot be concluded that Tech is the only department with access to the support call notes.

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Current Version
Mar 19, 2023

Quiz Edited by
ProProfs Editorial Team
Aug 03, 2012

Quiz Created by
Catherine Halcomb

Customer care Trivia! Test Your Knowledge! Quiz

When a customer calls in about a technical issue the notes will be logged under:

When a customer calls in for a walkthrough:

When a customer calls into the technical support department with a sales issue and no actual technical issues:

The Dropdowns on the left should be completed after the call is over.

Noting the issue should be done:

It is acceptable to copy and paste the notes from televantage into the issue field.

Comments about a customers mood or attitude are ok to put in the Diagnostics/Resolution notes becasue they will warn Sr. Tech if the call has to be passed.

Notating what a customer tried to do to resolve an issue is not needed in the notes because obviously the steps they took didn't resolve the issue.

If a call must be passed, then you must notate the team lead's initials that approved the escalation in the resolution notes.

If a call is scheduled for a Sr. Tech call back it is not neccessary to notate the schedule information in the call notes because it is in the scheduling system.

Team leaders will check in with you on your calls to make sure you are on the right track as part of the

Tech is the only department that views the support call notes.