Call Center Inbound Sales Skills Assessment


Call Center Inbound Sales Skills Assessment

Skills Assessment

A candidate who successfully completes this test will have demonstrated a well-versed knowledge of call center sales, service, operations, and procedures. Questions are based on situations and issues often encountered in call center environments. The test contains questions that range from basic to advanced. Hence, it is not advisable to gauge a candidate's skill as "lacking" if they have merely one year of experience in the field and fail to answer the advanced questions correctly. While this test is appropriate for a candidate that has a minimum of one year experience in the field, it is intended to present questions that are challenging to the seasoned call center employee as well.

Tests for Call Center Outbound Sales as well as Call Center Customer Service Survey are also available.


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How does it work?
Total Questions 39
Question Types Multiple Choice
Competencies Tested Sales
Performance Metrics
Tasks Tested Listening and Responding to Cues
Assisting Customers with Product Selection
Selling Non-Advertised Specials
Assisting Customers With Back-Ordered Items
Asking Follow-Up Questions
Offering Complementary Products
Handling Orders for Out-of-Date Merchandise
Selling Complementary items
Maximizing Sales Opportunities
Assisting with Back-Ordered Items
Special Sales Programs
Completing the Call
Addressing Customers
Handling Requests for Specific Operators
Escalating Service Issues
Placing a Customer on
Handling Irate Callers
Placing a Customer on Hold
Handling a Special Request
Answering a Call
Responding to Caller Frustration
Define the function of Automated Call Distribution
Handling Work at the End of Your Shift
Starting on Time
Determine Acceptable Average Talk Times
Beginning the Shift
Define IVR
Handling Distractions
Defining Service Level
Performance Metrics
Handling Peer Interaction
Determine an Acceptable Abandon Rate
Determine Call Handling Trend