Preview Questions Customer Support Specialist | Role Specific Skill

Question 1: What is the purpose of using a Service Level Agreement (SLA) within a helpdesk tool for customer inquiries related to marketing campaigns?

Which action should you take?

Choose only one option

To ignore time-sensitive issues and focus only on general inquiries

To eliminate the need for customer communication altogether

To limit support for urgent issues and prioritize non-urgent cases

To set clear expectations on response and resolution times for different ticket priorities

Question 2: When speaking to an upset customer, what is the most important thing to do first?

Which action should you take?

Choose only one option

Tell them they are overreacting to calm them down

Offer the first solution that comes to mind to end the conversation quickly

Empathize with their frustration and then offer a detailed solution

Immediately transfer them to another department

Question 3: An issue arises where ads are not being displayed on mobile devices. What is the most likely cause?

Which action should you take?

Choose only one option

The ad content is too large for mobile screens

The ad server is not optimized for mobile platforms

The ad's CSS is not mobile-responsive

The network connection is weak

Question 4: When managing overlapping customer service channels, how would you prioritize responses during peak hours?

Which action should you take?

Choose only one option

Handle tickets with the highest impact first, regardless of channel

Prioritize by channel type: Email, phone, live chat

Respond to queries based on the order they were received

Respond to the longest wait times first

Question 5: How do you ensure effective communication when delivering bad news, such as a delay or failure in an ad campaign?

Which action should you take?

Choose only one option

Apologize repeatedly without explaining the next steps

Offer a vague excuse without providing a solution

Minimize the issue and avoid mentioning any delays

Approach the situation with transparency, empathy, and a clear plan of action to resolve the issue

Question 6: When a customer is agitated, how do you show empathy while offering a solution?

Which action should you take?

Choose only one option

Offer them a discount without acknowledging the issue

Speak assertively and quickly give them the solution

Apologize repeatedly and avoid offering a solution

Listen to their concerns, validate their frustration, and then calmly provide a clear solution