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Review in Contact Center Services Flashcards | StudBud
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Review in Contact Center Services
Review in Contact Center Services
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1
Which of the following brand criteria will give a better understanding of the brand's promise to its audience?
Memorability
Significance
Relevance
Truthful
2
What skill you posses when you Assess the situation first before making important decisions?
Call Management
Confidence
Critical thinking
Communication Skills
3
The following are the characteristics that can make your customer easily drawn to your product EXCEPT
Produce product that are appealing to their eyes
Provide them with a promising service once purchased.
Produce a product that is exceptional to their taste buds.
Create a comparable products or services.
4
Which idea makes the MOST sense about an excellent planner?
Creates plans and diligently follows them to achieve goals.
Enjoys spotting opportunities and acting on them.
Identify exactly what needs to be accomplished.
Has willingness to improvise and listen to others.
5
Which of the following entrepreneur attributes and characteristics BEST describes self-reliance in one's ability?
confident
accept change
hardworking
creative
6
Which of the following is the top priority of the company when deciding a brand?
Competitors
Manufacturer
Customers
New investors
7
This criteria makes your brand standout from your competitors and can easily get attention and loyalty of customers.
Memorability
Originality
Simple
Relevance
8
Which of the following statements BEST describes the term Business Process Outsourcing?
Subcontracting business operations
Divided into two main types of services: back office and front office
An organization hire onother company to do the esssential task for them.
Often referred to as information technology-enabled services.
9
It is a process of creating new products which will be sold to the customers.
Product implementation
Product conceptualization
Product analysis
Product development
10
This skills refers to effective and efficient communication that fosters positive relationships with people.
Possess people skills
Excellent planner
Hardworking
Sound decision maker
11
How can you convince a new entrepreneur to trust and invest in your products and services?
Produce a product and services that are unique.
Produce products and services that are popular.
Produce a product same as your competitors.
Imitate the services and strategies of the top brand.
12
1Which of the following are the MOST COMMON services handled by the call center industry?
Data management
Handling complaints
Technical support
Sales
13
How will you raise the price for your goods and services?
Increase the price of your goods based on the request of your customers.
Increase the prices of your products or services with reasonable standards.
Increase the price of products when your business is short of profit.
Increase the amount of your product higher than competitors' prices.
14
What is the PRIMARY benefit of conducting a SWOT analysis?
It views all positive and negative factors inside and outside the business.
Overcome organization’s threats.
It is a source of information for strategic planning.
Builds organization’s strengths.
15
In this stage, you create a detailed development plan with a list of specific activities that must be complete.
Plan the remaining development project
Make product concepts
Prepare economic analysis
Analyze competitive products
16
A managerial tool used to assess the environment and to gather important information that can be used for planning.
Survey Analysis
Product Development
SWOT Analysis
Bench Marking
17
The following are techniques in generating business ideas EXCEPT
Being well-informed on the latest news and trends
Imitating the product and services of the competitors
Examining the available resources
Understanding the needs and demands of people
18
What do you call those people with the skills and capabilities to see and evaluate business opportunities?
merchants
dealers
entrepreneurs
businessmen
19
What is the PRIMARY thing that an entrepreneur must consider in creating a business name?
The name must be unique and not confusing.
The name sounds good when said aloud.
Choose a brand name instead of a store name.
Make it easy to read and speak.
20
The following are innovation on products except
Improvement of taste
Maintaining same old packaging of the product
Improvement of appearance of the product
Change in price
21
Which of the following statements BEST describes Finance and Accounting services?
payables, receivables, invoices and purchases
payroll services and other accounting compliance
proper handling of invoices
received purchase orders
22
Which of the following you must NOT do in developing a tagline?
The phrase should rhyme.
The phrase must be an industry-specific terms
The phrase must be easy to understand
The phrase must be short and catchy.
23
A company is looking for a supplier of a new computer sets . What type of services in the BPO industry is this?
Procurement
Budgeting
Financing
Accounting
24
How would you describe an entrepreneur who assumes full responsibility over his business?
He always sticks to the plan.
He is committed to work.
He keeps on improving performance to produce good products and/or services.
He wants to generate profit or further financial gain.
25
A company based in Ontario outsource its work to a company located in Alberta Canada. What kind of outsourcing is this?
Knowledge Process Outsourcing
Onshore Outsourcing
Nearshore Outsourcing
Offshore Outsourcing
26
This is being very attentive on materials and skilled people existing in the area where you want to put up your business
Being well-informed on the latest news and trend
Examining the available resources
Producing products and services that are unique
Understanding the needs and demands of people
27
Lita works as a call center agent, handling customers from across the world.Which skills do she need to work on first?
Communication skills
Customer-service skills
Marketing techniques
Technical support
28
Which of the following statement BEST describes Back Office Outsourcing?
Lessen their expenses on office space and hiring more employees.
It aims to reduce cost to the business.
It is the act of outsourcing services that are internal to the business.
It helps in manufacturing products and services.
29
A company from UK outsources their work to a BPO firm in the Philippines. What exactly is this type of outsourcing?
Onshore Outsourcing
Nearshore Outsourcing
Knowledge Process Outsourcing
Offshore Outsourcing
30
Which BEST describes the use of empathy with your clients?
When you apologize for a mistake and get the supervisor to fix it.
When you tell the customer there isn't anything you can do.
When you are able to connect with and understand a customer's feelings.
When you ask your manager a to deal with an angry customer.
31
The following are the objectives of product development EXCEPT
To make it difficult for the consumer to choose a product.
A. To modify and refined the product in preparation for production.
To maintain and increase a company's market.
To create an appealing product.
32
Which one of the following is the best explanation of USP?
An advertising technique that proposes that your products benefits
An advertising technique for celebrities and star athlete branding
An advertising technique that makes consumers feel special.
An advertising technique offering a unique product.
33
It is said that Entrepreneurship is not an easy business but a strategic method, what does it mean?
It provides goods or services.
It is a method of changing business ideas intot markeatable one.
It includes innovation and new product creation.
It needs a business plan.
34
A new BPO employee is tasked with managing both incoming and outgoing calls. He's role in the organization is?
Telephone Sales Representative
Telephone Service Representative
Customer Service Representative
Call Center Agent
35
Why is company's logo is an important part of branding?
It will make your company stand out over your competitor
It's the foundation of your brand identity
It fosters brand loyalty
It is the first thing that your audience will look for
36
Which of the following statements BEST describes an entrepreneur who possesses people skills?
ability to persuade others to believe what you say
ability to mediate disputes in the workplace
ability to express one's ideas and opinions
ability to work with or talk to people in friendly way
37
In the context of business process outsourcing, what is the MAIN function of the front-office?
Answers questions and gathers data.
Interacts to customer for feedbacks.
Develops better strategies for customer engagement.
Generates revenue for the company.
38
This benefits refers to saving money and fees like taxes and one of the reasons businesses choose to outsource.
Financial Benefits
Cost Saving Benefits
Economic Benefits
Monetary Benefits
39
You held a focus group discussion with your target customers . What stage of concept development are you at?
Making a product concept
Identifying customer needs
Analyzing competitive products
Establishing target specifications
40
Whic of the following is the BEST benefit of nearshore outsourcing to a neighboring country?
Low labor cost
Similar time zone
Proximity
Good working relationship between countries
41
Which of the following is an example of opportunities that could give an organization a competitive advantage?
Negative press media coverage
Emerging competitors of your business.
Changing customer attitudes
Emerging need for your products and services.
42
Sheena is actively listening to customers by giving them full attention. Which skills must she have?
Problem solving
Team player
Peer-coaching
Communication skills
43
What BEST describes of being aware of customer’s desires?
Increasing sales by selling more of the same product.
Observe, analyze, and evaluate information of your customers’ preferences.
Provide a product or service before customers demand that product.
Creating a product that other companies aren't selling.
44
Kyle is staying calm when emotions escalate. Which competencies does he possessed?
Emotional intelligence
Multi-tasking
Technical literacy
Time management
45
Which of the following statement is NOT true about branding?
It clarifies what your business has to offer.
It gives impression that is memorable to customers.
It is just a name to identify the product and services.
It makes a great impact to the company.
46
If an entrepreneur has always stick to the plan and fight the temptation to do what is insignificant he or she is ?
Hardworking
Committed
Disciplined
Confident
47
"Change is inevitable" in business. What do you mean by this quote?
Ever-shifting weather patterns and natural disasters.
Advanced technologies, products, and innovation.
Economy fluctuates up or down daily.
Highly competitive business environment
48
Which of the following are essential to an individual to live with dignity and pride in a community?
desires
requirements
wants
needs
49
Which of the following is NOT an example of cross-selling or up-selling
Offer a complementary add-on product
Sell items that are commonly purchased
Promote featured products
Offer customers other alternative products
50
Which of the following is the main priorities when applying USP on one’s company?
Customers
Suppliers of raw materials
Owner of the company
Competitors
