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EMAIL FAIL
Test Description: Communication Through Email
Instructions: Answer all questions to get your test result.
1) Which answer below is an example of an email fail?
A
Short and to the point
B
The main topic of the email is buried in the 4th paragraph
C
A lot of white space
D
Subject line states the purpose of the email
2) What are the two key questions to identify prior to starting an email or phone call?
A
Who is my audience and what is the purpose of the call or email?
B
What is a deductible and what is a limit of insurance?
C
What is the date of the meeting and who is attending?
D
What is the client's name and how long has he been in business?
3) Which of the following is NOT a reflective listening phrase?
A
It sounds like you're annoyed because you've been on hold a long time.
B
I'm hearing frustration because you have contacted our office twice and have not received a return call.
C
You are not hearing me.
D
You seem to be saying that you paid your insurance premium and you want to know what happened to your payment.
4) Which of these questions will encourage the speaker to provide more information?
A
What?
B
Are you speaking English?
C
Can you repeat that from the beginning?
D
Can you tell me more?
5) When do you need to send a secure email?
A
When the email is more than 5 pages long
B
When the email is confidential
C
When the email is going to a bank
D
When the email contains personaly identifiable information
6) Which one of these is NOT an appropriate way to build a relationship with a customer?
A
Send a birthday email
B
Remember client's favorite local team
C
Send a handwritten card occasionally
D
Contact the client once a year to collect payment
7) Which one of these is NOT a method of listening for understanding
A
Ask qustions
B
Finish the speaker's sentence before he does
C
Listen for understanding not response
D
Refrain from interrupting
8) What do you need to know about your audience before you call or email?
A
What is their preferred method of communication?
B
Are they a big customer or a small customer?
C
What is their level of insurance understanding?
D
Have they been a longtime customer with the agency?
9) When is it more appropriate to meet by video or in person then email?
A
The client is unhappy with something you have done
B
You need a signature on a document
C
The client prefers email
D
The client sent you an email and requested a quick response
10) What are the two things that personal lines and commercial lines CSRs will both do
A
Make coffee and water the plants
B
Know their clients' names and dates of birth
C
Send flowers and handwritten cards
D
Solve problems and alleviate stress
*select an answer for all questions
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