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Specialty, Life Skills, Instructional Technology
Professional Development
Soft Skills Test
8 questions
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- 1. Multiple Choice
These are the three main categories included in the QA form (Choose more than one)
Compliance Critical
Customer Service
Customer Affecting Critical
Business Affecting Critical
Call Handling
- 2. Multiple Choice
What are the future expectations customers have about their service?
They want tailored, customized support of complex issues.
They want fast resolutions on simple issues.
They want successful resolutions on complex issues.
All of the above
- 3. Multiple Choice
How can you better understand your customers' needs?
Through hard skills and communication skills
Through personality flexing, baggage handling, and advocacy
Through advocacy, compliance critical, and empathy
Through baggage handling, advocacy, and soft skills
- 4. Multiple Choice
What are some of the customer delighters we should demonstrate on every call?
Select all that apply*
Professionalism
Positive language
Good communication skills
Excellent listening skills
Patience
- 5. Fill in the Blank
“Don’t tell the customers what you ______do, tell them what you ______ do”
Use this format: option1/option2
- 6. Multiple Choice
In order to better communicate with my customers, I should:
Select all that apply
Be genuine
Be assertive
Be professional
Be flexible
Show empathy
- 7. Fill in the Blank
The key to deal with angry customers is:
- 8. Open Ended
My commitment to improve my soft skills is:
- Answer choicesTagsAnswer choicesTags