Mock Call Library Answers 2021

Google Mock Call Library Assessment Questions and Answers

Exam URL – https://googlepartnertraining.fathomed.com/plans/5fb29c32ec5b906095ad8645

What Is The Google Mock Call Library Certification?

This Certification is designed to assist you to learn about some of Google Automotive Services' customer's FAQs and develop your soft skills.

This Certification Exam 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 have to score 100% marks in order to pass each section.

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 the 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 as 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