Role Simulation: Remote Telecom Quiz

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Self-assessment for stressful calls.

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Shalati Mashaba

South Africa

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Role Simulation: Remote Telecom Quiz


Role Simulation: Remote Telecom QuizVersion en ligne Self-assessment for stressful calls. par Shalati Mashaba 1 What is the first step to de-escalate a heated customer call? a Interrupt with a rapid solution. b Immediately hang up the call. c Acknowledge feelings and speak in a calm, steady tone. d Argue to prove the point. 2 Which technique helps maintain composure during a tough call? a Rush to finish the call quickly. b Take a brief pause before replying. c Multitask while the customer talks. d Raise your voice to show authority. 3 Active listening during a dispute includes... a Taking notes without looking at the customer. b Changing the topic to focus on policy. c Paraphrasing what the customer said. d Defending the company immediately. 4 In a billing dispute, the best approach is to... a Explain policy clearly and offer options. b Ignore the billing details. c Offer an unrelated discount. d Blame the customer for the error. 5 How should you handle a customer who raises their voice? a Let them vent briefly, then respond calmly. b Match the volume to win the argument. c Tell them to calm down before continuing. d Cut the call short to avoid conflict. 6 What skill helps address emotional reactions in customers? a Improving only technical scripts. b Empathy without taking it personally. c Taking every complaint personally. d Deflecting blame to others. 7 When addressing a complaint, what is key? a Acknowledge the issue and outline next steps. b Avoid giving any concrete plan. c Dwell on past errors without resolution. d Promise everything will be fixed instantly. 8 Which action reduces misunderstanding on calls? a Use jargon without explanation. b Speak faster to finish sooner. c Summarize mutual agreements at the end. d Assume agreement without confirmation. 9 Self-reflection after a simulated call should focus on... a What worked, what to improve, and next steps. b Only what you enjoyed during the call. c How to avoid future calls entirely. d Blaming the customer for outcomes. 10 Video demonstrations in the module aim to show... a How to win arguments at all costs. b Impolite responses to blocking behavior. c Examples of calm, effective communication. d Technical jargon without context.

Vous pouvez intégrer le jeu dans un LMS compatible avec LTI 1.1 ou LTI 1.3 comme Canvas, Moodle ou Blackboard. Les scores seront ainsi automatiquement enregistrés dans le carnet de notes de la plateforme.

Role Simulation: Remote Telecom Quiz

Test

À propos de cette activité

Créé par

Téléchargez la version pour jouer sur papier

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Role Simulation: Remote Telecom QuizVersion en ligne

par Shalati Mashaba

What is the first step to de-escalate a heated customer call?

Which technique helps maintain composure during a tough call?

Active listening during a dispute includes...

In a billing dispute, the best approach is to...

How should you handle a customer who raises their voice?

What skill helps address emotional reactions in customers?

When addressing a complaint, what is key?

Which action reduces misunderstanding on calls?

Self-reflection after a simulated call should focus on...

Video demonstrations in the module aim to show...