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Time wrote on 2013-06-06 00:18
Hey, so I applied for a job the other day, had an interview, and now I just need to do this online quiz in order to get hired. I therefore would greatly appreciate help with a problem or two, and the person who interviewed me and is the manager told me that its against the rules to ask for help, but I could ask people as long as I didnt tell anyone...so...whatever.
Anywho, some of the questions are reallly open ended...
1.The most important quality of high performing customer service associates is?
a)Patience
b)Friendliness
c)politeness
d)quickness
I want to go with politeness, but im really not sure for this one, the only one I would say it was not is d, a and b seem just as impotant as c however...
2. The least important characteristic of high performing customer service associate is:
a)kindness
b)persistence
c)self-control
d)problem solving ability
I said b...A is important to maintain a reputation as a company, c is important for similar reasons, and d is important for figuring out the problem, however keeping at it, as in b, may not be as important since the others are all necessary...
3) Which of the following is mst important for providing quality customer service?
a) Demonstrating enthusiasm when workin with customers
b) Apologizing for mistakes or delays that affect costumores
c) Sympathizing with customers problems
d) Tolerating rude customers calmly
I would say a, simply because if you are enthusastic and do all you can to help the customer, then thats whats important, constantly apologizing doesnt accomplish anything, sympathizing with the problem is one thing, but showing enthusiasm and solving it is another, and tolerating rude customers isnt the majority of the job.
4.Which of the following is least important for providing quality customer service
a)Controlling ones temper
b)demonstrating interest in customers issues or problems
c) the ability to calm irate customers
d) actng cheerful around customers
I said d, because it is important to maintain your cool at all times, you have to be inerested in teh customers problems. I wasnt sure about c, but d seems like you could just act normal, as whats important is that you are not negative but get the job done...
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Chillax wrote on 2013-06-06 00:27
I doubt this quiz matters much in the hiring process, but I'll add my answers to these questions.
1. A
2. A
3. D
4. D
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Osayidan wrote on 2013-06-06 00:29
I answered the same things you did, but I don't deal with customers in the customer service kind of way so I just used logic rather than experience.
Also, be careful, google ads want to take your job...
[Image: http://i.imgur.com/NC5T7Kz.png]
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Cyrene wrote on 2013-06-06 00:32
1)A
2)B
3)D
4)D
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RB2temp wrote on 2013-06-06 00:45
I've never done anything customer service related, but I would answer this:
A, patience. People will fuck with you, try to cheat you and will get quite angry as well. If you don't have patience everything will blow up.
B, persistence. If something doesn't work, it doesn't work. The goal should ideally be to get as much done as necessary.
D, tolerance. I dunno, this was a close one. I don't think people necessarily care a whole lot about enthusiasm with customer service. They just want their problem solved. I agree that apologizing too much just looks bad and sympathizing with problems is nice, but it doesn't fix the problem itself. Could be argued that this is as important as tolerance.
D, acting cheerful. This one seems kinda obvious to me. The only other realistic answer is B. No one wants to see an employee screaming at someone. The only reason B is questionable is because you don't necessarily have to "seem interested", you just have to fix the problem. But still, D.
I think as long as you can explain your answers in a clear and agreeable manner, they'll probably be open to almost anything. There are many different perspectives that can be taken on this and you just need to convince them. They're human, after all.
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Claudia wrote on 2013-06-06 01:02
...
the whole idea of these quizzes is so your employer can gauge how YOU will perform at your job. not us.
I really just don't know how I can accurately express how silly it is that you asked us to help you with this...this is something you have to do yourself, bro.
It's pretty much what RB said, if you justify your answer you'll be fine. Obviously you're not an inconsiderate asshole so you have nothing to worry about.
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Time wrote on 2013-06-06 01:14
Well the thing is, I had an interview, I already told them how I felt, these questions are not "justifiable", you do them online, the results come in online, you dont explain your answers to the M.C. So while I justified my answers, and I know how to act like a human being, its not really about that, its about taking the test, therefore I dont think it was silly to ask for others opinions, they might know the "right" answer. In reality it is most important to have all the positive traits, but I could justify my answer in person, however online with no justification it requires there to be a "right" answer. Therefore I asked for help, I dont find that silly at all. The employer told me I could ask people since they wanted to hire me, but they needed me to pass the online quiz, but many fail the online quiz for some reason...
I mean, I did answer with mainly my own answers, and there was much more to the test than these questions, they were just awkward and I felt like asking for help.
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Campylobacter jejuni wrote on 2013-06-06 18:41
Quote from Time;1101900:
*snip*
The "right answer" for these purposes is the one that you ticked according to your own position to reveal more about yourself as a person. If these people have even half a brain they'll know the reasons already.
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Time wrote on 2013-06-06 20:21
Quote from Campylobacter jejuni;1102189:
The "right answer" for these purposes is the one that you ticked according to your own position to reveal more about yourself as a person. If these people have even half a brain they'll know the reasons already.
Well but if people fail the test it means that there is an actual right answer...Otherwise how would one fail?
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Campylobacter jejuni wrote on 2013-06-06 20:39
Quote from Time;1102235:
Otherwise how would one fail?
By not meeting the requirements for the job as outlined by their honest answers before they eventually start sucking at it because they lied and can't do the job they cheated to get in, while someone else who actually can do it could have but now has to write applications all over again.
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Time wrote on 2013-06-06 21:10
Quote from Campylobacter jejuni;1102248:
By not meeting the requirements for the job as outlined by their honest answers before they eventually start sucking at it because they lied and can't do the job they cheated to get in, while someone else who actually can do it could have but now has to write applications all over again.
The application is sent in, they interviewed me, I did well at the interview, since I did well they gave me all the online quiz.
The online quiz is Graded online on a pass/fail criteria by the website...The results get sent to the company and they hire you if you passed, the individual looking to hire me said she was tired of seeing people fail the online quiz, because she knew they would be able to do the job, so I should just make sure I got the answers right by asking...
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Campylobacter jejuni wrote on 2013-06-06 21:14
Quote from Time;1102263:
The application is sent in, they interviewed me, I passed the interview, all I needed to do was take the online quiz.
The online quiz is Graded online on a pass/fail criteria by the website...The results get sent to the company and they hire you if you passed, the individual looking to hire me said she was tired of seeing people fail the online quiz, because she knew they would be able to do the job, so I should just make sure I got the answers right by asking...
Oh, I see now.
That's a fucking retarded way of doing it if they have an online survey
after all the hard in-depth work is done. It's like searching for fungi colonies with your eyes after looking at them under the microscope.
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truefire wrote on 2013-06-06 21:18
These sorts of quizzes are rigged. They're not psych evaluations, as there is always only one correct answer that's not up for debate so your interviewer was right to suggest asking for help in secret. I'd search online to see if anyone else has posted these exact questions and the answers that seem to "pass" for this specific survey. I'm actually pleased that the job you applied for put the interview first. It's usually the other way around...
But yeah, just from glancing at the questions, it seems the correct answers are
1) A
2) A
3) D
4) D
just based on what these quizzes tend to look for. They're not gauging your personality. They're looking for the answers of a mindless automaton.
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Campylobacter jejuni wrote on 2013-06-07 05:12
Quote from truefire;1102273:
I'm actually pleased that the job you applied for put the interview first. It's usually the other way around...
Of course it is, see above.
Personallers can be weird people sometimes. Some even use physiognomy I've been told, and I do not doubt it.