2025年电话回访试卷及答案英文.docVIP

2025年电话回访试卷及答案英文

一、单项选择题（每题2分，共10题）

1.Whichofthefollowingistheprimarypurposeofaphonesurvey?

A.Tosellproductsdirectly

B.Togatherfeedbackandimproveservices

C.Toconductmarketresearch

D.Toprovidecustomersupport

Answer:B

2.Whatisthemosteffectivewaytohandleadisgruntledcustomerduringaphonecall?

A.Avoidthecustomersquestions

B.Listenactivelyandempathetically

C.Immediatelytransferthecalltoasupervisor

D.Useascriptedresponsewithoutpersonalization

Answer:B

3.Whichoftheseisakeycomponentofeffectivecommunicationinphonesurveys?

A.Speakingveryquicklytocovermorequestions

B.Usingtechnicaljargontosoundprofessional

C.Ensuringclarityandconciseness

D.Ignoringthecustomerstoneandemotions

Answer:C

4.Whatshouldaphonesurveyoperatordoiftheyencounteraquestiontheydonotknowtheanswerto?

A.Makeupanansweronthespot

B.Politelyinformtherespondenttheywillneedtotransferthecall

C.Endthecallimmediately

D.Asktherespondenttocallbacklaterforananswer

Answer:B

5.Whichofthefollowingisacommonmistakeinphonesurveyconduct?

A.Beingtoofriendlywithrespondents

B.Nottakingnotesduringthecall

C.Adheringstrictlytothescript

D.Providingtoomuchpersonalinformation

Answer:B

6.Howcanaphonesurveyoperatorimprovetheircalldurationrates?

A.Bybeingoverlypersistent

B.Bykeepingtheconversationconciseandfocused

C.Byallowingtherespondenttoramble

D.Byendingthecallearlyiftherespondentseemsuninterested

Answer:B

7.Whatisthebestapproachtohandlearespondentwhoisnotansweringquestionsclearly?

A.Pressforanswersrepeatedly

B.Politelyaskiftheycanspeakmoreclearlyorprovidetheanswersinwriting

C.Endthecalliftheydonotcomply

D.Changethetopictosomethingtheymightbemorecomfortablewith