Question: 01
Suppose you are a TME for a telecom company and you call a prospective customer to sell your company's product. However, during the conversation, you realize that the customer is not interested as he clearly says "I don't need one". What will be your next statement?

    a.     Mobile phones give you the freedom which you might be looking for.
    b.     Try and buy our product, it's one of the best in the market.
    c.     Are you using a mobile phone currently and to which telecom operator do you subscribe to?
    d.     We have some special offers for you, please listen to me.

Question: 02
What is Average Wait Time in an outbound telecalling process?

    a.     The time taken to make a sale
    b.     The time taken by a telecalling executive to log into the computer
    c.     The time between two outbound calls
    d.     None of the above

Question: 03
Who is the decision maker in an outbound sales process?

    a.     The person who makes the final purchasing decision
    b.     The person who makes all the decisions about the products to be sold
    c.     The person whose daily work is affected by the seller's products and services
    d.     All of the above

Question: 04
How will you, as a telecalling executive, convince a customer who is refusing to divulge personal information like social security number or banking information to do so?

    a.     By telling him that your company does not sell anything without this information
    b.     By assuring the customer that the sensitive information desired is necessary and will only be used for transactions and for defining the credentials of the customer
    c.     By trying and confusing the customer to give out details
    d.     By forcing the customer through assertive means to give out the information

Question: 05
If a customer demands that he should never be contacted again for the sale of the product in question, his name should be listed on the:

    a.     Not interested customers list
    b.     Do not call list
    c.     Boycotted customers list
    d.     Negative customers list

Question: 06
Read the following script:


Telecalling Agent: I'm Alice from ABC Company, and I need to find out if you have a need for my product.
Prospect: No.
Telecalling Agent: Maybe in the future?
Prospect: Yes, possibly.
Telecalling Agent:Then, may I check back with you on (specific date)?
If the prospect says no, what should be the appropriate response of the agent?

    a.     OK, thank you for taking my call.
    b.     But you have to listen to me.
    c.     Hoping you'll have a need for it in the future, thank you.
    d.     Do you know anybody who might have a need for it at this time?

Question: 07
What does sign-posting mean in an outbound sales scenario?

    a.     The practice of letting the customer know what format the sales conversation is going to take before starting the sales talk
    b.     The practice of letting the customers know about the benefits and unique features of the product that the telecalling executive aims at selling
    c.     The practice of building a rapport with the potential customer before commencing with the sales talk
    d.     The practice of erecting signposts to advertise the product to increase sales

Question: 08
You are a telecalling executive. When you ask for the prospective customer on the phone, the assistant answers the call. Which of the following sentences would be more appropriate in this scenario?

    a.     Hello, could you please connect me to Mr. Bush?
    b.     Get me Mr. Bush please.
    c.     Get me Mr.Bush.
    d.     Hi, I was wondering if I could please speak to Mr. Bush.

Question: 09
What is SPH in outbound sales terminology?

    a.     Scripts per hour
    b.     Sales per hour
    c.     Sales per handling
    d.     Sales post house

Question: 10
Read the following statements:

i.Mail me something/Can I get this in writing?
ii.I have to check with my spouse, can I call you back?
iii.Is this timeshare?
iv.Why do I have to give my credit card?
v.I need to think about it.
vi.My credit card is over the limit.

How are these statements by the prospect in sales terminology described as?

    a.     Acceptances
    b.     Rebuttals
    c.     Agreements
    d.     Discredits

Question: 11
While commencing on a sales campaign, the telecalling representative has been asked to divulge only the USP of the product his company is promoting. What would be the focus of his conversation with the prospective client?

    a.     The best features of the product
    b.     The sales figures of the product
    c.     The competition's strategy to reiterate the immense popularity of this company's product
    d.     The most valuable and unique advantage of the product

Question: 12
Which of the following opinions regarding grammar and usage is true while making calls?

    a.     It is not necessary to use proper grammar and usage so long as the customer is getting what is being said.
    b.     Proper grammar and usage is required only with sophisticated customers.
    c.     Grammar and usage should be correct no matter who the customer is.
    d.     Some prospects do not use proper grammar and usage, so it is alright to mirror the prospect's way of talking.

Question: 13
What is the definition of the AIDA model?

    a.     Attract the prospect, create interest, develop a relationship, set an action from the prospect
    b.     Attract the prospect, influence, develop a relationship, extract a promise from the prospect
    c.     Attract the caller, develop an alliance, set an action by the caller
    d.     None of the above

Question: 14
What are the necessary attitudes to be kept in mind while closing a sale?

    a.     Not reacting emotionally to objections
    b.     Getting distracted by the customers' objections
    c.     Keeping the call focused
    d.     Pushing the product or service

Question: 15
Which of the following are important ways to contact the decision maker in an outbound sales scenario?

    a.     Cold Calling
    b.     Product promotion campaigns
    c.     Written correspondence
    d.     A strategy combining cold calling and written correspondence

Question: 16
What is an IVR?

    a.     Instant Voice Recorder
    b.     Interactive Voice Response
    c.     International Voice Recorder
    d.     International Voice Rights

Question: 17
What does EST mean in outbound sales?

    a.     Eastern Standard Type
    b.     Eastern Standard Technology
    c.     Efficient Sales Team
    d.     Eastern Standard Time

Question: 18
What does the term 'upselling' mean in an outbound scenario?

    a.     Trying to sell add-on products post the sale of a primary product
    b.     To up the sale of a primary product
    c.     An upward trend in sales
    d.     There is no such term as upselling.

Question: 19
Suppose you are a TME and you get an underage listener on the line. How will you proceed with the conversation?

    a.     Try and inquire about the whereabouts of the target customer
    b.     Try and inquire at what time the prospective customer would be available
    c.     Try and query about the personal details of the customer
    d.     Try and upsell a cheap product to the underage listener

Question: 20
How can a telecalling executive get off to a successful start when opening a call?

    a.     By focusing on the purpose of the call
    b.     By asking personal questions
    c.     By creating a weak opener
    d.     By setting a goal for each call before commencing it

Question: 21
If your prospective customer is already using a similar product as the one you are trying to sell but of a different make/company, what would you do?

    a.     Try and inquire about the nature of services of the product used by the customer
    b.     Compare your product with the one used by the customer
    c.     Criticize the other product
    d.     None of the above

Question: 22
What are the various buying roles?

    a.     Coach
    b.     Evaluator
    c.     Customer
    d.     Decision maker
    e.     Strategist
    f.     User

Question: 23
What does the term 'gatekeeper' mean in a sales scenario?

    a.     An Individual blocking the physical entry to a building
    b.     An Individual who opens the door for prospective customers
    c.     An Individual acting as a call screener
    d.     A tool used for blocking spam mails

Question: 24
What are the recommended attitudes that a telemarketing executive should employ to improve cold call prospecting?

    a.     Researching what is the best time to call a prospect
    b.     Making the voice message catchy so that the secretary passes it on to the prospect
    c.     Being pushy about closing a sale
    d.     Trying to find out the prospective customer's personal details

Question: 25
Who should control the flow of conversation in a successful telesales pitch?

    a.     The customer
    b.     The teleselling agent
    c.     The script
    d.     Both a and b

Question: 26
Which of the following statements would be appropriate for establishing the need for a particular product (e.g. a credit card) during an outbound sales pitch?

    a.     How many times have you realized that you are not able to buy your son the latest version of computer he has desired?
    b.     Have you realized that of late, you might have compromised on your essential needs and that of your family?
    c.     Have the sighting of valuable products in show windows made you feel helpless because of no/low cash in your pocket?
    d.     All of the above

Question: 27
Which of the following skill sets is essential in telesales to improve conversation rates?

    a.     Questioning/Probing
    b.     Listening
    c.     Using silence
    d.     All of the above

Question: 28
What are the two important means of verification of the contractual part of a sale?

    a.     Verification script read out by human voice with mandatory customer approvals
    b.     Recorded script generated through an IVR
    c.     Visiting the customer and making him sign the contract
    d.     All of the above

Question: 29
What is the best time to call a working couple for making an outbound sales proposal?

    a.     Lunch hour
    b.     Dinner time
    c.     Working hours
    d.     Off days

Question: 30
A telemarketing executive, Charles, wants to sell a product from Nokia. Which of the following are the correct ways to open the call?

    a.     "Hi, this is Charles calling from Nokia. Am I speaking to Mr. (customer's name)?"
    b.     "Hello, Mr.(customer's name), this is Charles from Nokia"
    c.     "Myself Charles from Nokia"
    d.     "Charles this side from Nokia, can I talk to Mr.(customer's name)?"

Question: 31
While making an outbound call, if you, as a telemarketing executive(TME), are not able to get the target customer and the call is answered by a member of his/her family, what will be your next step?

    a.     To force the listener to listen to you
    b.     To Try and know more about the financial background of the target customer
    c.     To inquire politely about the best time when the target customer would be available
    d.     Simply to bang the phone

Question: 32
Which of the following steps is immediately followed after the opening of the call and identification of the prospective customer?

    a.     Probing
    b.     Stating the objective of the call
    c.     Pushing for the sale
    d.     Getting a commitment from the prospect

Question: 33
What is the main aim of a sales executive in an outbound sales process?

    a.     To tell the prospective customer about the features of his company's product
    b.     To get the prospective customer to buy his product or solution
    c.     To force the prospective buyer to understand the benefits of buying the service he's trying to sell
    d.     All of the above

Question: 34
What are the radical qualities which a teleselling agent needs to have to perform well?

    a.     Proficiency in the spoken language
    b.     Ability to connect with the prospect
    c.     Confidence in his product
    d.     All of the above
    e.     None of the above

Question: 35
If a TCR receives a buying signal from his prospective client, what does it imply?

    a.     A comment from the client that indicates that he is contemplating, to whatever extent, on buying the product
    b.     A formal agreement by the client stating that he'll buy the product, which could be either through phone, fax or E-mail
    c.     The client has asked for the company to contact him about a particular product or service.
    d.     None of the above

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