Preview Questions After-Sales Support Specialist | Role Specific Skill

Question 1: What is the best approach when a client expresses frustration about delays in receiving a chemical product shipment?

Which action should you take?

Choose only one option

Ignore the issue and focus on other aspects of the product

Blame the shipping provider and ask the client to contact them directly

Apologize, explain the cause of the delay, and provide a realistic resolution time

Offer a generic apology without addressing the specific issue

Question 2: In troubleshooting corrosion in chemical storage tanks, what is the first issue to investigate to resolve the problem?

Which action should you take?

Choose only one option

Increasing the temperature inside the tank to evaporate moisture

Checking for the presence of moisture or chemical leaks from external sources

Inspecting the internal lining for any cracks or damage

Checking the structural integrity of the tank by performing a stress test

Question 3: In the case of a product failure covered by warranty, how should an After-Sales Support Specialist handle the shipment of replacement parts?

Which action should you take?

Choose only one option

Ship parts without providing tracking details

Delay the shipment until the client confirms the issue

Wait for the customer to organize the shipping

Organize for prompt shipping of the replacement parts, providing tracking information and expected delivery timelines

Question 4: What is the most effective method for resolving a corrosion problem in a petrochemical pipeline?

Which action should you take?

Choose only one option

Use chemical inhibitors without addressing the root cause

Replace the entire pipeline immediately

Identify the root cause of the corrosion and apply protective coatings

Increase the flow rate to prevent stagnation

Question 5: When addressing a client's complaint about inconsistent product performance, how can an After-Sales Support Specialist handle the conversation effectively?

Which action should you take?

Choose only one option

Deny any product flaws and insist the client is mistaken

Listen actively, collect data, and discuss troubleshooting steps or alternative solutions

Avoid offering solutions and direct them to the product documentation

Claim that the problem is the client's fault and they need to change their usage

Question 6: In Zoho CRM, how can you automate the task of assigning support tickets to the appropriate team based on the chemical product or service category?

Which action should you take?

Choose only one option

Use manual assignment for each ticket

Create a workflow with conditional assignments

Use round-robin assignment rules

Implement custom views for each team