odesktestsguide: How to Pass Odesk Call Center Skills Test

About Odesk Call Center Skill Test

This test is a very simple test and you can easily pass. However, it is good to note that simple test are easily failed and so it is important to master details before you finally decide to take it. This test is good for you if you are looking a administrative job in Odesk or Elance.

The test has 40 questions which have to be completed in 40 minutes. You can retake the test after 30 days waiting period if you are not happy with your performance.

Just to mention, this test has some questions from my previous posts, which includes the following links for your reference and revision before you sit for the test: -

Odesk Call Center Skills Test Syllabus

Spellings
Email Etiquette and Skills
Telephone Etiquette and Skills
Sentence Structure
Analytical and Logical Ability
Help-desk Etiquette and Skills
Computer Skills
Outbound Sales Skills

Odesk Call Center Skills Test - Free Questions and Answers

Question 1: Jack and Harry share 102 marbles so that Harry has 5 times more marbles than Jack has. How many marbles does Harry have?
a. 75 marbles
b. 80 marbles
c. 67 marbles
d. 90 marbles
e. 85 marbles

Question 2: Which of the following monitor the service level performance in terms of caller information?
a. Number of calls received
b. Number of calls transferred
c. Number of calls dropped
d. Number of calls held waiting for given periods of time.
e. All of the above

Question 3: Having learned a significant amount of help-desk terminology, which of the following do you see as essentially the role of the help-desk operator?
a. solving problems and seeking customer satisfaction.
b. Getting the salaries of all who work at the help-desk increased
c. Slightly intimidating callers so that they seek their own solutions to problems
d. Deciding when and when not to help the callers, as due to necessary priorities, some callers cannot be helped at all

Question 4: Which of the following skill sets are essential in telesales to improve conversation rates?
a. Questioning/Probing
b. Listening
c. Use of silence
d. All of the above

Question 5: Fill in the blank with the correct option.

Guitar, drums, and flutes ___________ musical instruments.
a. are examples in
b. are examples to
c. are examples of
d. is examples of

Question 6:Which of the following does the call cycle time include?
a. Closing the call, and call logging.
b. Break times, lunch and when the office is closes.
c. Diagnosing the problem, and providing a solution to the problem
d. a and c
e. a and b

Question 7: Complete the following sentence by choosing the correct spelling of the missing word.

The church members accused the cult of __________________ practices.
a. sacreligious
b. sacrelegious
c. sacrilegious
d. sacrilgious

Question 8: Choose the correct option from the following:
a. He sometimes acts a bit crazy, and his behavior in the class is often scandalous
b. He sometimes acts a bit crazy, his behavior in the class is often scandalous
c. He sometimes acts a bit crazy his behavior, in the class is often scandalous
d. He sometimes acts a bit crazy his behavior, in the class, is often scandalous

Question 9: While making an outbound call, if you, as a telemarketing executive (TME), are not able to get the target customer, and the call is picked by a member of his/her family, what will be your next step?

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

Question 10: What is an IVR?
a. Instant Voice Recorder
b. Interactive Voice Response
c. International Voice Recorder
d. International Voice Rights

Question 11: 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 12: 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 13: What is the extension of a file developed in notepad?
a. .EXE
b. .DOC
c. .TXT
d. .HTML
e. .TEXT

Question 14: What is the missing number in the following series?

12, 144, 16, ?, 18, 324
a. 256
b. 216
c. 238
d. 234

Question 15: What things should you keep in mind while making a call?
a. not to have a blunt or unfriendly tone
b. Being attentive to the customer's needs.
c. Whether you are using your own full name of first name, whichever seems more polite in the circumstance
d. Whether you are using the customer's full name (unless you have been permitted by him to use his first name.)
e. all of the above

Question 16: Identify the misspelled word in the list below.
a. Rhythmical
b. Reminiscence
c. Rheumatism
d. Resevoir

Question 17: Fill in the blank with the correct option.

Usually, cartoon strips ________ in the "Leisure" section of this newspaper.
a. appear
b. appears
c. were appearing
d. did appear

Question 18: Which of the following are good initial response to the customer who is calling because they 'can't log-in'?
a. Advising the caller to log-in using a different computer even if he or she has to change location.
b. referring them to your boss after asking a few preliminary questions
c. Asking the caller to check the basics i.e. whether the password is correct, the caps lock key isn't on and the network cable isn't unplugged
d. Asking the caller for his or her log-in id and password, and insisting on the information if he or she is reluctant to give them

Question 19: Identity the misspelled work in the list below.
a. Parallel
b. Prevalent
c. Prejudice
d. Perserverance

Question 20: Which of the following is the best advice when writing a business e-mail?
a. To use varied italics, colors and special fonts because people like to see them.
b. To keep the information relatively short, precise and always polite, with simple questions relating to what you expect to happen.
c. to make detailed demands in long paragraphs, with the implication of wrongdoing on the part of the receiver
d. To panic, but then recover, and decide to send the message by regular mail, as this is definitely more secure.

Question 21: A few day back, when Pete had fever, he was taken to his uncle's clinic, which is 6 Kilometers towards the right of his house, but his uncle was not available. So he was taken to a hospital 12 Kilometers towards the left of this house. the doctor prescribed him a medicine and the chemist shop was 1 Kilometer towards the left. The minimum distance which he had to cover to come back to his home from the chemist shop was:
a. 7 Kilometers
b. 9 Kilometers
c. 11 Kilometers
d. 13 Kilometers

Question 22: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 23: What does the 'drop rate' on calls refer to?
a. The number of calls that falls below a certain level over a given period of time
b. the number of calls to the help-desk that are wrong numbers
c. The number of calls made rather than received by the help-desk.
d. The number of calls cut off between the caller and the help-desk, often accidentally by the help-desk system
e. None of the above

Question 24
Which of the following words cannot be formed from using the letter used in "POSTENTATION"?
a. PATIENT
b. NATION
c. OTHER
d. STATION