Aug / Sept Cx Training Program 2023 Learning Test

What are the two important attributes to remember before we start our day?

Positive Mindset & Focus

Stress and anxiety

None of the above

Can't say

A clear, crisp and energetic opening of any call is extremely important.

Sometimes

Not always

Always

Never

Select the best way of opening a call from below highlights.

Good morning Sir, my name is Max. Thank you so much for calling Life. How may I help you?

Hi Sir,I am max from Life. How may I help you?

Hello, Good Morning, Life Pharmacy. How may I help you?

Hello sir, please tell me what is the query

What is Mirroring?

Copying customer tone

Modulating our voice as per customers tone

Starting the call in a standardized fashion and then modulating as per customers voice

None of the above

After receiving the call, if the customer keeps on shouting what should we do?

Disconnect the call

Don't interrupt , listen

Don't interrupt, listen, understand his/her concern and apologize- then build the conversation from there

None of the above

State True or False : Listening plays an important role in our job. Never ask same question multiple times to customer , this might annoy him/her.

True

False

State T or F : I can be rude to customer sometimes

True

False- Never at any cost I can do that

If a customer is angry what is the first statement which we should use?

I am so sorry Sir/Madam for this experience, apologies on the same

I am so sorry Sir/Madam for this kind of experience. At Life we would never want our valued customers like you to face this. Sincere Apologies.

Directly jump to ask about the problem

None of the above

If a customer asks me something which I don't know, what should I do?

I will go blank

I will understand the problem confidently, if needed check with my team leader and give suitable resolution

I will tell the customer I am not aware

None of the above

Are pauses important while I am on call, or can I continue with my own pace and speed of communicating.

Pauses are a must while I communicate

Both pause and speaking with clarity is important for the customer to understand us better and vice versa

Pauses are never required

None of the above

Does LIFE Pharmacy also has Opticals division?

Yes

May Be

Can't Say

I saw Iphone 15 Pro sale in your website - what is that?

No sale as such

Certainly Sir, let me explain you the details

Its in online -please check website

No comment

What is the price of LIFE Platinum package?

AED 149

AED 199

AED 299

AED 799

Do you have a medical centre in Dubai Mall - whats its name?

IKIGAI

CarepEdiem

LIFE Medical Centre- Dubai Mall

Burj Medical Centre

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Aug / Sept Cx Training Program 2023 Learning Test

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