CCS(2nd Quarter) Quiz 1

Question 1

You are helping a customer who is visibly frustrated. Using a higher pitch and a rising intonation at the end of your sentences will help calm them down.

Accepted Answer

x

Question 2

You are explaining a complex product feature to a customer. Using a slower pace and clear junctures between words will help them understand better.

Accepted Answer

o

Question 3

You are answering a customer's question about a refund policy. Using a monotone voice and a flat intonation will show professionalism and efficiency.

Accepted Answer

x

Question 4

You are offering a customer a solution to their problem. Using a rising intonation at the end of your sentence will make it sound like a question, giving them the opportunity to disagree.

Accepted Answer

x

Question 5

You are dealing with a customer who is being overly demanding. Using a lower pitch and a falling intonation at the end of your sentences will help assert your authority.

Accepted Answer

o

Question 6

You are welcoming a new customer to your store. Using a friendly tone and a slightly higher pitch will create a positive first impression.

Accepted Answer

o

Question 7

You are apologizing to a customer for a mistake. Using a lower pitch and a falling intonation will convey sincerity and remorse.

Accepted Answer

x

Question 8

You are asking a customer for their feedback. Using a rising intonation at the end of your question will encourage them to share their thoughts.

Accepted Answer

o

Question 9

You are closing a sale with a customer. Using a confident tone and a clear juncture between words will help seal the deal.

Accepted Answer

o

Question 10

You are dealing with a customer who is complaining about a product. Using a fast pace and unclear junctures will help you get through the conversation quickly.

Accepted Answer

x

Question 11

A customer is calling to complain about a faulty product. They are visibly frustrated. Which of the following intonation patterns would be MOST appropriate for the customer service representative?

Accepted Answer

0

Question 12

A customer is asking for directions to a specific store location. Which of the following pitch levels would be MOST appropriate for the customer service representative?

Accepted Answer

2

Question 13

A customer is asking for information about a product's warranty. Which of the following juncture patterns would be MOST appropriate for the customer service representative?

Accepted Answer

0

Question 14

A customer is asking for a specific product that is currently out of stock. Which of the following stress patterns would be MOST appropriate when the representative explains the situation?

Accepted Answer

1

Question 15

A customer is expressing their disappointment with a recent service experience. Which of the following intonation patterns would be LEAST appropriate for the customer service representative?

Accepted Answer

1

# 1

OX

You are helping a customer who is visibly frustrated. Using a higher pitch and a rising intonation at the end of your sentences will help calm them down.

# 2

OX

You are explaining a complex product feature to a customer. Using a slower pace and clear junctures between words will help them understand better.

# 3

OX

You are answering a customer's question about a refund policy. Using a monotone voice and a flat intonation will show professionalism and efficiency.

# 4

OX

You are offering a customer a solution to their problem. Using a rising intonation at the end of your sentence will make it sound like a question, giving them the opportunity to disagree.