Mock Call Library Answers 2021

In this post, you will get all the answers to the Knowledge check questions asked in the Mock Call Library course.

Exam URLhttps://googlepartnertraining.fathomed.com/plans/5fb29c32ec5b906095ad8645

Scenario #1: Knowledge check

Q.1 – Did the customer support agent listen to the customer and respond in an appropriate manner?

A. Yes

B. No

Q.2 – Did the customer support agent seem organized during this exchange?

A. Yes

B. No

Q.3 – Did the agent use appropriate follow-up questions to support the customer?

A. The customer support agent gave no follow-up support because it wasn’t necessary

B. Yes, the customer support agent asked appropriate questions about other drivers and the customer’s knowledge about location and privacy services

C. Yes! The customer support agent offered to send a follow up email with information on what the customer and the agent discussed

D. Both B & C

Q.4 – What was the benefit of asking open-ended or probing questions at the beginning of the call?

A. Allows the customer to explain more about the issue

B. Helps the agent troubleshoot

C. Assists the agent in knowing which direction to lead the call

D. All of the above

Mock Calls – Scenario #2 Can’t see contacts

Q.1 – Did the support agent listen to the customer’s issue and solve the problem?

(A) The agent listened but did not give an effective answer

(B) The agent listened and solved the problem effectively

(C) The agent did not listen at all and gave a wrong answer

Q.2 – Would you have walked the customer through bluetooth pairing on their phone as a first step?

(A) Yes, it’s important to ensure that bluetooth was connected

(B) No, the customer said they already did that

(C) Yes, but I would have said something to the effect that even though you have already completed the bluetooth step, let’s test it

(D) Both A and C

Q.3 – Was specific follow-up necessary in this case?

(A) Yes

(B) No

Q.4 – How does the agent come across in this call?

(A) The agent was friendly and informative

(B) The agent came across hostile and standoffish

(C) The agent was helpful even though the customer was unfriendly

(D) Both A and C

Scenario #3: Knowledge check

Q.1 – How well did the customer support agent listen to the customer’s issue and solve the problem? (Scenario 3)

A. The agent did not listen to the customer’s issue

B. The agent listened but did not solve the problem

C. The agent listened and solved the problem

D. None of these

Q.2 – How enthusiastic was the customer support agent when they spoke to the customer?

A. Not enthusiastic because it wasn’t needed

B. Appropriate level of enthusiasm

Q.3 – True or false: The customer support agent matched the knowledge level of the customer support agent.

A. True

B. False

Q.4 – Did the customer support agent use appropriate follow-up questions to support the customer?

A. Yes, the agent asked appropriate questions about the customer’s understanding throughout the call

B. The agent gave no follow-up support because it wasn’t necessary

C. Yes! The customer support agent offered to send a follow up email with information on what the customer and the agent discussed

D. Both A & C

Scenario #4: Knowledge check

Q.1 – How well did the customer support agent listen to the customer’s issue and solve the problem? (Scenario 4)

A. The agent did not listen to the customer’s issue

B. The agent did not listen to the customer’s issue

C. The agent listened and solved the problem

D. None of these

Q.2 – True or false: The customer support agent worked well under pressure.

A. True

B. False

Q.3 – In your opinion, was there a positive outcome from this call?

A. No, this call was not handled professionally

B. Yes, it was handled well with the customer and the customer seemed happy

C. No, the resolution took too long

D. Both B and C

Q.4 – Does the agent come across as friendly?

A. Yes

B. No

What is the Mock Call Library course?

This course is designed to help you learn about some of Google Automotive Services customers Frequently Asked Questions and develop your soft skills.

This course contains 4 mock calls and each mock call is followed by 4 questions. There are a total of 16 questions divided into 4 sections.

You need to score 100% marks in order to pass each section.

Conclusion

This article provides all the answers with detailed explanation so that you don’t just get the correct answers but you actually understand the reason behind the answers. You can get the answers to other Android Enterprise exams in our Expert Badge Android 11 Answers page, Android Mobile Certification Answers page, Android Enterprise Architecture and Implementation Answers page, Android Enterprise Professional Pre-Assessment Answers page, Android Enterprise Professional Post-Assessment Answers page, Android Enterprise Professional Answers page, Android Enterprise Associate Pre-Assessment Answers page, Android Enterprise Associate Post-Assessment Answers page, Android Enterprise Associate Answers page, Zero-Touch Assessment Answers page, Android Enterprise Security & Privacy Final Exam Answers page, Android Enterprise Experts Certification Exam Answers page, and Google Automotive Pre-exam Answers page.

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