QUESTIONNAIRES

Question 1

putting yourself in the other person’s shoes, which allows you to look at a situation from the other person’s point of view and try to understand how the situation affects them.

Answer 1

Empathy

Question 2

the feeling of pity or sorrow for someone’s misfortune..

Answer 2

Sympathy

Question 3

when you simply transfer a call to a colleague without alerting that colleague that you are transferring the call. You will not be able to speak to the person you’d like to transfer the call to prior to the hand off.

Answer 3

Cold Transfer

Question 4

allows you to speak with the person you intend on transferring the call to prior to handing off the call. Warm transfers can also be used for conferencing in additional people on your call.

Answer 4

Warm Transfer

Question 5

What re the types of orders

Answer 5

1. Phone Order
2. Mail Order
3. Online Order
4. Direct Marketing

Question 6

is a sales technique where a seller induces the customer to purchase more expensive items, upgrades or other add-ons in an attempt to make a more profitablesale

Answer 6

Upsell

Question 7

is the action or practice ofsellingan additional product or service to an existing customer. In practice, businesses define cross-selling in many different ways

Answer 7

Cross Sell

Question 8

A product or service offer from either another company or a business partner.

Answer 8

Third Party Offers

Question 9

• if hold is 10 seconds or less

Answer 9

Soft Hold

Question 10

• if hold is more than 10 seconds to 1 or 2 minutes.

Answer 10

Hard Hold

Question 11

What are the 4 Major Cards

Answer 11

1. Visa Card
2. Master Card
3. Discover Card
4. American Express Card

Question 12

True order False. All Card consist of 16 Digits Number

Answer 12

False

Question 13

is an American company operating a worldwide online payments system that supports online money transfers and serves as an electronic alternative to traditional paper methods like cheques and money orders

Answer 13

Paypal

Question 14

issued by a financial company which enables the cardholder to borrow funds. The funds may be used as payment for goods and services.

Answer 14

Credit Card

Question 15

is a payment card that deducts money directly from a consumer’schecking accountto pay for a purchase. Debit cards eliminate the need to carry cash or physical checks to make purchases.

Answer 15

Debit Card

Question 16

is a document that orders a bank to pay a specific amount of money from a person’s account to the person in whose name the cheque has been issued

Answer 16

Cheque

Question 17

including telemarketing and television shopping channels, are also used to generate telephone orders. Started gaining significant market share in developed countries in the 2000s.

Answer 17

Direct Marketing

Question 18

is a technology that allows a computer to interact with humans through the use of voice and tones input via a keypad.

Answer 18

Interactive Voice Response(IVR)

Question 19

a form of delivery – has eclipsed phone-ordering, and, in several sectors – such as books and music – all other forms of buying. There is increasing competitor pressure to deliver consumer goods – especially those offered online – in a more timely fashion

Answer 19

Online Order

Question 20

is also called “offline” payment method. When customer makes an orderand chooses such a payment option (e.g.phone order, bank transfer, etc), they are not charged automatically and the money transfer is postponed

Answer 20

Phone Order.

Question 21

is repeating information back to the customer letter by letter or number by number in order to ensure accuracy.

Answer 21

key Spelling