Call Center Representative Test

Four airline operators A, B, C and D operate on a popular route between 2 cities, Rome and Venice in Italy. Airline A wanted to increase the number of seats sold, so they reduced their fares for this route. Airlines B, C, D imitated this move immediately. The general belief is that the volume of air travel between Rome and Venice would increase as a result of this. Which of the following statements, if true, would add trust to the general belief?

A: All 4 airlines see increased profits.
B: Airlines start slashing rates for other routes as well.
C: A study shows that around 80% of air travel in Italy is company sponsored.
D: A study shows that air travellers in Italy are price sensitive.

Folks should call Gurj Clooners if they want to:

Cigarettes account for only 23% of tobacco consumption, and only 16% of 250 million tobacco consumers use cigarettes. However these 16% contribute 85% of the tax revenues to the Exchequer from the tobacco sector. The punitive cigarette taxation regime has kept the tax base narrow, and lowering taxes will expand this base. Which of these best bolsters the conclusion that lowering duties will expand the tax base?

A: The cigarette manufacturers’ association has decided to indulge in aggressive promotion.

B:  Cigarette manufacturers are lobbying for a reduction on duties.

C: There is a likelihood that tobacco consumers will shift to cigarette smoking if cigarette prices reduce.

D: An increase in duties on non-cigarette tobacco may lead to a shift in favor of cigarette smoking.

E: There is a likelihood that tobacco consumers will shift to cigarettes if cigarette prices reduce.

F: A decrease in duties on non-cigarette tobacco may lead to more tobacco consumers shifting to cigarettes. 

G: Cigarette smokers are becoming increasing aware of associated health risks.

H: Increased health warnings could reduce the tax base.

This note informs Savannah that:

A: she can purchase new toys at a discounted rate.
B: the toy store has a new collection that she can purchase from now.
C: she can sell her used toys to the store.
D: she can get used and new toys in the ongoing sale at the store.

As a customer service representative, it's crucial to adapt the communication style based on the customer's persona. Analyze the data points provided from the analytical dashboard for three customers and match the appropriate communication style for each customer persona:

Customer A:

Age: 42
Profession (from LinkedIn): Financial Analyst
Browsing data: Frequently visits the website during office hours, spends an average of 45 seconds on each page, and often uses the search function to find specific information.
Previous support requests: Sent an email inquiring about product pricing and requested a quick response; started the message with "Dear Support Team."

Customer B:

Age: 67
Profession (from LinkedIn): Retired School Teacher
Browsing data: Spends a considerable amount of time on the website during evenings and weekends, primarily visiting the "Help" and "FAQ" sections. Searches for information on basic product usage and troubleshooting.
Previous support requests: Submitted a query through the website's contact form asking for help with setting up their new device; started the message with "Hello, I hope you're well. I need some assistance with my new device."

Customer C:

Age: 29
Profession (from LinkedIn): Graphic Designer
Browsing data: Visits the website late at night, frequently engages with interactive content, and shares company blog posts on social media. Searches for information on design tools and creative processes.
Previous support requests: Sent a direct message on the company's social media page asking for a software recommendation; started the message with "Hey there! 😊 I'm looking for some advice on a design tool."

As a customer support agent for a high-end telescope manufacturing company, you receive an email from Dr. Patel regarding a telescope she purchased last month for her university's astronomy department. She mentions that during a critical observation session for their research, one of the research team members deleted the historical data by mistake because the UX was confusing. She shares this feedback with you over email.

What is an appropriate apology?

A. "We are deeply sorry that the historical data got deleted due to confusing UX during such a crucial experiment! It must be extremely frustrating for a team of dedicated researchers."

B. "Our apologies! We truly feel terrible that your team's experiment was disrupted. As a fellow academic, it's disheartening to see your colleagues face such setbacks."

C. "We are sincerely sorry for the inconvenience caused by the telescope's confusing UX. That must have been embarrassing for you."

D. "Apologies! We feel awful that your team wasn't able to use the telescope correctly for their experiments. It's fortunate, though, that they have a supportive department head to help them through this."

You work in a children's toy store. One afternoon you notice a customer browsing the store for 15 minutes and looking increasingly annoyed. They approach you, and ask for your help to locate a particular toy the customer wants as a gift for their kid. When you check on your computer, you come to know that the toy is currently out of stock. Which of the following responses would be the most appropriate?

A: Apologize for the toy being out of stock, and suggest that they try kidstoys.com (biggest toy store in city) or another toy store.
B: Share the toy model number, so that they can search for it quickly at another toy store.
C: Offer to order the toy for the customer. Share how long this would take, and offer to call them when the toy arrives at the store.
D: Recommend that they try the biggest branch of your store, which is a 30 min drive away.

A tennis coach was trying to put together a team of 4 players for a tennis championship out of 7 players. R, S, T are the male players, and W, X, Y, Z are the female players. Note that all players have equal ability, and the team needs to have atleast 2 male players. While selecting the team we need to keep in mind that all 4 players should be able to play with each other. 

We also need to keep the following restrictions in mind:
- R cannot play with Y
- S cannot play with W
- T cannot play with Z

Which of the following are true:

A: S and Z cannot be in the team together.
B: T and Y cannot be in the team together.
C: T and X cannot be in the team together.

A code ("EIG AUC REO RAI COG") was sent to the criminal office by a CID agent named Batra.  However, four of the five words are fake, with only one containing the information. They also included a clue in the form of a sentence: "If I tell you any character of the code word, you will be able to tell how many vowels there are in the code word." Are you able to figure out what the code word is?

A: RAI 
B: EIG
C: AUC
D: REO
E: COG
F: None

Myra is working on her thesis for which she created a scatter plot of the number of teachers and the number of college graduates for cities in Australia. She noticed a positive correlation. Which of these do you think is the probable explanation for this correlation?

A: Teachers encourage people to go to college, so an increase in the number of teachers leads to an increase in the number of college graduates. 

B: Some college graduates choose teaching as a profession after graduating, so an increase in the number of college graduates also leads to an increase in the number of teachers.

C: There are more college graduates and teachers in higher income cities, so income is a confounding variable here, make it difficult to prove causation between number of teachers and number of college graduates. 

D: Cities with a higher population have more teachers and more college graduates, so the correlation is due to a third variable (population of city).

E: The provided data is insufficient, so it is extremely difficult to establish the reason for the correlation.

F: Most college students choose non-teaching professions after graduating, which explains the correlation. 

G: In Australia, college students are encouraged by their teachers to choose teaching as a profession after graduating.

Your company recently opened a second office overseas. Some of the people from the original office will be relocating. All the people hired in the last six months will continue working in the original location where they were hired. Which of the following statements can be true regarding employees relocating?

The cost of manufacturing phones in China is twenty percent lesser than the cost of manufacturing phones in Vietnam. Even after adding shipping fees and import taxes, it is cheaper to import phones from China to Vietnam than to manufacture phones in Vietnam. Which of the following statements is best supported by the given information. 

A: The shipping fee from China to Vietnam is more than 20% of the cost of manufacturing a phone in China.
B: The import taxes on a phone imported from China to Vietnam is less than 20% of the cost of manufacturing the phone in China. 
C: Importing phones in Vietnam will cut 20% of the manufacturing jobs in Vietnam.
D: It takes 20% more time to manufacture a phone in Vietnam than it does in China.
E: Labour costs in Vietnam are 20% higher than in China.

A large real estate company conducted a recent study of their customers. The study was designed to uncover insights regarding the main criteria for choosing to invest in a residential property. A majority of the customers surveyed stated the 'returns profile' was their main priority, followed by 'development potential' and 'stability of income'. 'Portfolio legacy' ranked at the bottom in the list of factors. It was interesting to note that respondents were less likely to have residential holdings that formed part of mixed-use assets i.e. as an add on to commercial investment. One might assume that more investors are proactively investing in residential real estate rather than having incidental exposure via business investments. 

Based on the given passage, what can we say about the following statement?

Business owners having commercial premises often have a residential property as part of their portfolio.