Call Center Inbound Sales Skills Assessment

  • $10.00


A candidate who successfully completes this assessment will have demonstrated a well-versed knowledge of call center sales, service, operations, and procedures. Questions are based on situations and issues often encountered in call center environments. The assessment contains questions that range from basic to advanced. Hence, it is not advisable to gauge a candidate's skill as "lacking" if they have merely one year of experience in the field and fail to answer the advanced questions correctly. While this assessment is appropriate for a candidate that has a minimum of one year experience in the field, it is intended to present questions that are challenging to the seasoned call center employee as well.

Assessments for Call Center Outbound Sales as well as Call Center Customer Service Survey are also available.

Number of questions 39
Test format Multiple-Choice
Time to complete Varies by skill
Topics covered Operations
Organizational
Performance Metrics
Sales
Service
Tasks tested Addressing Customers
Answering a Call
Asking Follow-Up Questions
Assisting Customers With Back-Ordered Items
Assisting Customers with Product Selection
Assisting with Back-Ordered Items
Beginning the Shift
Completing the Call
Define
Define IVR
Define the function of Automated Call Distribution
Defining Service Level
Determine Acceptable Average Talk Times
Determine an Acceptable Abandon Rate
Determine Call Handling Trend
Escalating Service Issues
Handling a Special Request
Handling Distractions
Handling Irate Callers
Handling Orders for Out-of-Date Merchandise
Handling Peer Interaction
Handling Requests for Specific Operators
Handling Work at the End of Your Shift
Listening and Responding to Cues
Maximizing Sales Opportunities
Offering Complementary Products
Performance Metrics
Placing a Customer on
Placing a Customer on Hold
Responding to Caller Frustration
Selling Complementary items
Selling Non-Advertised Specials
Special Sales Programs
Starting on Time
Supported languages πŸ‡ΊπŸ‡Έ English (en_US)
πŸ‡¬πŸ‡§ English (en_GB)