Sign Up Flow V1

Let's get better acquainted.

Please provide some information below so we can better understand your needs.

Full Name

Work Email

Company Name

Let's get better acquainted.

Please provide some information below so we can better understand your needs. {name}

Are you a company selling a product or service?

Are you a contact center service provider?

Are you an individual micropreneur?

Math Assessment

This test contains 06 questions.

01. The script for a particular campaign allows us to do a 50% refund for a customer, minus the shipping and handling fee, which is non-refundable. The charge is $49.99 with a S&H fee of $4.99. How much should you refund?

Choose the best answer.

$21.99

$22.50

$24.99

02. Widgetland has a sale where customers can buy 5 Gizmos and get 3 Free. The total cost is $249.99, and the ad lists each Gizmo at $31.25. Why might this be the case?

Choose the best answer.

The ad is wrong

The ad is showing the price per gizmo at 8 gizmos

The ad is showing the price per gizmo at 5 gizmos

03. Widgetland has a sale where customers can Buy 5 Gizmos, Get 3 Free. The total cost is $249.99. Normally, each Gizmo would cost the customer $65.00. How much are customers saving for 8 Gizmos?

Choose the best answer.

$520.00

$270.01

$249.99

04. A Widgetland customer bought the Buy 5, Get 3 Free Widgets during a sale. They call and say they want to return three but keep the three free ones. When we return BOGO products, the total cost is spread across all 8 items. How much of her $249.99 charge will be refunded if she returns three widgets?

Choose the best answer.

$31.25 per widget/$93.75 total

$50.00 per widget/$150 total

05. A customer orders 3 Widgets and 2 Gizmos. Widgets cost $54 and Gizmos cost $42. She wants to return only 1 Gizmo. Which of these potential discounts would result in the *smallest* refund?

Choose the best answer.

A 25% refund on the entire order to keep the product

A 50% refund on the Gizmo to keep the product

Refunding the customer for the Gizmo

06. A customer has a 20% off coupon they forgot to apply when placing the order. The order was for $50.00. How much should we refund to honor the customer's coupon?

Choose the best answer.

$10.00

$20.00

$2.00

CS & Troubleshooting Assessment

This test contains 10 questions.

01. Select all that apply: A friend is having trouble with their phone not working correctly and asks you to help them find out what’s wrong. What would you need to know about the phone in order to Google the problem for them?

Choose the best answer.

Phone Operating System

Phone model

Email address

Phone number

02. A company offers a one-month free trial of [XYZ] product. A customer is on the last day of their trial, and they are requesting another free one-month trial of the product before committing to a purchase. Trial extensions are not mentioned in the script, but you know how to do one in the system. Would you reject the request or grant the customer an extension?

Choose the best answer.

Grant it

Deny it

03. A customer calls and asks to speak to someone in their native language, though their English seems very clear. None of your colleagues are fluent enough to speak to the customer in their native language. You have explained to the customer that there is no one speaks that language. The customer becomes upset that no one can help them. What would you tell the customer?

Choose the best answer.

If you could explain the reason for your call, I'm sure I can help you.

Why can't you just talk to me in English?

What are you calling about?

04. You log in to take calls and get an error from the website. Which option should you try first?

Choose the best answer.

Googling the error to see if I can resolve it

Reaching out to a supervisor and saying I can't work

05. An elderly customer calls with a problem finding some product information on your company’s website. He is nice enough, just frustrated and hopeless because he can’t find what he needs. What can you do to help?

Write your answer below.

06. You're escalating a call to a supervisor. Which of the following information is important to give to the supervisor before transferring the call?

Choose the best answer.

Call time

Name of the caller

Account info

Phone number

The customer's issue

07. A person is telling you a story about how their product broke but taking forever to get to the point. What do you do?

Choose the best answer.

Let them finish the story without interrupting

Ask them to get to the point

Ask a question about something they've said to try to arrive at the point and control the conversation

Mute yourself and talk to someone in the same room until they stop talking

08. You are asked to follow a specific policy on a campaign, and most customers respond by saying the policy is unfair. It is better to:

Choose the best answer.

Agree with the customer out-loud but continue to follow the policy

Stop following the policy

Help the customer understand the policy

09. If you were unable to answer the customer's question, query, or problem, and you already exhausted all your available resources like knowledge base, reference materials, helpful websites, and offline documents, what should you do next?

Choose the best answer.

Ask a supervisor for help

Place the customer on hold until they hang up

Tell them you don't know and ask them to Google the answer

10. Should you apologize to the customer for a bad experience even if the fault was done by another agent from a different center?

Choose the best answer.

Yes

Enterprise

Please take a second to answer a few more questions.

Current Contact Center Landscape

Industy

Number of Employees

Country

Annual Revenue

Contact Center Structure

Connect Hub Partner

Please take a second to answer a few more questions.

Location

Country/Region/City

Speciality

Name Other here:

Size

Office Environment

Grammar Assessment

This test contains 10 questions.

01. Which of these is most grammatically correct?

Choose the best answer.

I understand your upset but we can definitely help you.

I understand you're upset, but we can definitely help you.

02. Every Saturday, Oscar likes _____ go skiing in the mountains. Allie likes skiing, _____.

Choose the best answer.

to; too

too; to

to; two

03. I was really craving chocolate, _____ I went to the store and bought some.

Choose the best answer.

but

for

while

04. We always _____ before the test.

Choose the best answer.

studies

study

was studying

will studying

05. I _____ in the morning.

Choose the best answer.

drink tea usually

drink usually tea

usually drink tea

06. Mary is _____ teacher.

Choose the best answer.

07. What is the key point of this message?

Hello, I looked at my bank account and saw that you charged me $49.99. Right now, I'm on a fixed income and I need to buy my daughter a birthday present so I don't want this.

Choose the best answer.

The customer wants to buy a present

The customer was charged $49.99

The customer wants a refund

08. Choose the most grammatically correct answers:

I'm sorry to hear that you are having trouble setting up [1] earpods. [2], check that your device has Bluetooth turned on. Then, open the earpod case with the earpods inside to confirm they are ready to [3]. On your phone or smart device, connect [4] the earpods.

Choose the best answer.

(1) you're (2) 1st (3) pear (4) too

(1) your (2) first (3) pair (4) to

09. They decided that _____ going to cancel the account.

Choose the best answer.

are

their

there

they're

10. Choose the most grammatically correct answers:

Dear Customer, Thanks for [1] out. Unfortunately, we will not be able to refund this order, as the 30-day money back [2] has passed. Can you let us know the reason for your return?

Choose the best answer.

(1) reaching (2) guarantee

(1) reeching (2) garantee

See Resolution in Action!

Our team of skilled ninja's will show you what Resolution is fully capable of.

Full Name

Work Email

Company Name

Schedule a Demo!

This field should be left blank