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TTEC ASSESSMENT FINAL EXAM
COMPLETELY UPDATED 2025–2026 EDITION |
VERIFIED QUESTIONS & 100% ACCURATE
ANSWERS | GUARANTEED A+ PERFORMANCE
Section 1: Questions 1–50
1. What is the primary goal of TTEC as a company?
A. Manufacturing consumer goods
B. Delivering customer experience and business process outsourcing
solutions
C. Developing gaming software
D. Selling electronics
Answer: B
2. Which of the following best defines “customer experience”?
A. The product’s physical quality only
B. The total perception customers have of a brand across all interactions
C. The company’s financial performance
D. The process of delivering products to stores
Answer: B
3. What is the first step in handling an upset customer?
A. Interrupt to clarify details
B. Listen actively and show empathy
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C. Transfer the call immediately
D. Place the customer on hold
Answer: B
4. Which TTEC core value focuses on treating others with fairness and
honesty?
A. Act as One
B. Do the Right Thing
C. Reach for Amazing
D. Live Life Passionately
Answer: B
5. What does “First Call Resolution” (FCR) measure?
A. How many calls are transferred
B. How many issues are resolved on the first contact
C. How many customers call back
D. The total talk time
Answer: B
6. What is an important benefit of FCR?
A. Increases customer frustration
B. Reduces productivity
C. Increases satisfaction and efficiency
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D. Requires more callbacks
Answer: C
7. When handling confidential information, employees should:
A. Share only with friends
B. Store it publicly
C. Protect it according to data privacy laws
D. Ignore it
Answer: C
8. What should you do if you don’t know the answer to a customer’s question?
A. Guess confidently
B. Escalate to the right resource or supervisor
C. End the call
D. Ignore the question
Answer: B
9. Which communication skill builds rapport with customers?
A. Talking over the customer
B. Active listening
C. Using complex jargon
D. Being robotic
Answer: B
TTEC ASSESSMENT FINAL EXAM
COMPLETELY UPDATED 2025–2026 EDITION |
VERIFIED QUESTIONS & 100% ACCURATE
ANSWERS | GUARANTEED A+ PERFORMANCE
Section 1: Questions 1–50
1. What is the primary goal of TTEC as a company?
A. Manufacturing consumer goods
B. Delivering customer experience and business process outsourcing
solutions
C. Developing gaming software
D. Selling electronics
Answer: B
2. Which of the following best defines “customer experience”?
A. The product’s physical quality only
B. The total perception customers have of a brand across all interactions
C. The company’s financial performance
D. The process of delivering products to stores
Answer: B
3. What is the first step in handling an upset customer?
A. Interrupt to clarify details
B. Listen actively and show empathy
,2|Page
C. Transfer the call immediately
D. Place the customer on hold
Answer: B
4. Which TTEC core value focuses on treating others with fairness and
honesty?
A. Act as One
B. Do the Right Thing
C. Reach for Amazing
D. Live Life Passionately
Answer: B
5. What does “First Call Resolution” (FCR) measure?
A. How many calls are transferred
B. How many issues are resolved on the first contact
C. How many customers call back
D. The total talk time
Answer: B
6. What is an important benefit of FCR?
A. Increases customer frustration
B. Reduces productivity
C. Increases satisfaction and efficiency
, 3|Page
D. Requires more callbacks
Answer: C
7. When handling confidential information, employees should:
A. Share only with friends
B. Store it publicly
C. Protect it according to data privacy laws
D. Ignore it
Answer: C
8. What should you do if you don’t know the answer to a customer’s question?
A. Guess confidently
B. Escalate to the right resource or supervisor
C. End the call
D. Ignore the question
Answer: B
9. Which communication skill builds rapport with customers?
A. Talking over the customer
B. Active listening
C. Using complex jargon
D. Being robotic
Answer: B
