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Question 1
Correct
1/1
point

1. Question 1
Once you are sure that you understand the caller's problem, what's the next step to show them how
you can help?

Explain the solution.

Correct
Correct! The next step is to tell the caller how the problem can be solved!

Do not explain the solution.

Start guiding them through the solution step-by-step.

Question 2
Correct
1/1
point

2. Question 2
Occam's razor only applies when more than one solution is available.

True

Correct
Correct! When more than one solution that will work equally well is available, Occam's razor
suggests that the solution that makes the fewest assumptions is the best choice.

False

Question 3
Correct
1/1
point

3. Question 3
Select all that apply: Adhering to The KISS principle can help you:

Lead callers through clear explanations

Correct
Correct! By adhering to the KISS principle, you can lead callers step by step through clear
explanations.

Eliminate unnecessary information

Correct
Correct! By adhering to the KISS principle, you will eliminate unnecessary information.

Remember to smile

Un-selected is correct
Focus in on what's essential

Correct
Correct! By adhering to the KISS principle, you can focus on what's essential.

Question 4
Correct
1/1
point

4. Question 4
Select all that apply: Which strategies can be used when working with callers from different cultures?

Have an open attitude

Correct
Correct! Having an open attitude is a great way to adapt to callers from different cultures!

Be adaptable

Correct
Correct! Being adaptable may be the most important skill you'll utilize when working with callers from
different cultures!

Be respectful of cultural differences

Correct
Correct! Being respectful of other cultures is key!

Assume that all people from within one culture will act the same.

Un-selected is correct
Question 5
Correct
1/1
point

5. Question 5
Customers who have been given an expectation that is not met are less satisfied than those who are
given realistic expectations, even if what they’re told isn’t what they want to hear.

True

Correct
Correct! Even if you're answer isn't what the caller wants to hear, it's better to give them bad news
than to make a promise you cannot keep.

False

Question 6
Correct
1/1
point

6. Question 6
You can actively listen to your customer by paying attention to your customer and________.

Nodding.

Asking questions.

Correct
Correct! Asking the caller questions to clarify understanding is essential for active listening!

Using cultural sensitivity.

Keeping promises.

Question 7
Correct
1/1
point

7. Question 7
Compassionate and genuine customer support has been proven to help with information retention.

True
Correct
Correct! Being genuine and compassionate will help your callers retain what you say!

False.

Question 8
Correct
1/1
point

8. Question 8
Repeating what you have understood while listening to a caller is an example of?

Verbal nods.

Active listening.

Correct
Correct! Active listening skills involve paying attention to a caller and repeating back what you
understand to make sure you're both on the same page!

Being adaptable.

Active retention.

Question 9
Correct
1/1
point

9. Question 9
Being adaptable in your approach to customer support involves?

Apologizing when needed.

Changing your questioning skills.

Keeping your promises.

Evaluating the caller’s mood or tone and adjusting accordingly.

Correct
Correct! Evaluating the mood the customer is in and their tone and adjusting your approach is
providing adaptable customer support!
Question 10
Correct
1/1
point

10. Question 10
False promises communicated by agents often result in lower customer satisfaction levels.

True

Correct
Correct! Making a promise that is not kept can ruin customer support levels and reduce trust in the
company overall.

False

Question 11
Correct
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point

11. Question 11
When working with callers from different cultures it is essential to _________.

Be perceptive of culture differences and make adjustments as you see fit.

Correct
Correct! Being aware of cultural differences and adjusting to meet the caller's needs is essential to
being a culturally sensitive agent!

Adhere to strict guidelines related to each cultures tendency.

Always talk slowly.

Transfer the calls to a culturally sensitive agent.

Question 12
Correct
1/1
point

12. Question 12
Research suggests that people feel more at ease when the person they are talking to is smiling.

True
Correct
Correct! Research conducted by Patricia Barger and Alicia Grandey suggests that people feel more
at ease when the person they're talking to is smiling, and that customers report higher satisfaction
with customer support professionals who smile.

False