So you passed the initial interview and you’re invited for a mock call? Super! Today, you’ll learn the mock call tips and tricks to pass your job application. This is going to be sooo detailed that it’s specifically written for complete beginners.
After the tips, you’ll read a customer-agent scenario where I’ll explain the tips in details and what you should do to pass.
What is a mock call test?
Think of it like acting. You and your interviewer are the actors. You are the agent, and your interviewer is the customer.
While the customer role can change from calm to neutral, to irate to hysterical, your role as a customer service rep can’t. You have one specific role: a professional customer service representative.
And by professional, I mean you need to solve the customer’s concern as fast and efficiently as possible, to the best of your customer’s satisfaction, regardless if s/he was calm, neutral, irate or hysterical.
How hard are the questions?
The questions are answerable by common sense. Whatever the questions are, you’ll have to base your answers from the given product information. If you have no call center experience, it’s very unlikely that they’re gonna ask complicated questions.
But note that you’ll have to keep your common sense and initiative working to answer questions that are not seem to be on the paper, but are actually there.
Basic Call Flow
1. Open the call.
Thank the customer for calling, state the company name and ask how you can help.
Thank you for calling CCV. How may I help you today?
2. Determine the customer’s question/concern by asking the right questions
(Example later on the conversation.)
3. Resolve it.
(Example later on the conversation.)
4. Offer additional help.
Is there anything else that I may help you with today?”
4. Close the call.
Once the caller confirms that he has no more questions, close the call by thanking him, and once again, state the company name.
Thank you for calling CCV. Have a great day.”
Here’s what happens during a mock call
Before the test, you’ll be given a scenario on a piece of paper for you to read, understand, and absorb within 10-15 minutes (20-30 minutes if they’re feeling generous).
Once the time’s up, your interviewer will call you, (via the phone/ headset provided) then the test begins.
Don’t worry they won’t take take the paper away. It’s your guide in answering the customer’s questions.
Mock Call Tips and a Sample Conversation
Knowledge Base/ Mock Call Scenario
Hotel Reservation
The hotel is a 5 minute drive to the CCV Mall and Souvenirs.
STANDARD ROOM– $100
TV, cable channels & WIFI
Mini bar and refrigerator
Double bed (fits 2 people)
No kitchen
No swimming pool
PREMIER ROOM– $250
TV, cable channels & WIFI
Mini bar and refrigerator
King bed (fits 4 people)
With Kitchen
Public swimming pool
FAMILY ROOM– $300
TV, cable channels & WIFI
Mini bar and refrigerator
2 Queen beds (fits 6 people)
With Kitchen
Public swimming pool
DELUXE SUITE– $400
TV, cable channels & WIFI
Mini bar and refrigerator
3 King beds (fits 12 people)
With Kitchen
Private swimming pool
Agent: Hi, thank you for calling CCV Hotel. This is Sheina, how may I help you?
Customer: Hey, Sheina. This is Stephen. I’d like to book a room for me and my friends. What do you have for us?
Step 1: What’s the purpose of the call?
To book a room.
Step 2: Was the request specific? If not, make it specific.
In this example, the question was not specific because he didn’t exactly specify the exact room he wanted to book. He just knew he needed to book a room. As to what room that is, both he and the agent didn’t know so far.
(This would have been specific if the customer said, “I’d like to book the Premier room, please.”)
Therefore, the agent’s job was to find out which room would fit his needs. She can only do that, if she ask questions.
Step 3: Ask the right questions
Not just any questions. It needs to be the right question. Asking the right questions points you to the right resolution and saves you time.
The surest way to fail a mock call is to ask irrelevant question. You should not handle a 5 minute call in 15 minutes.
Back to the call: To find out which room was right for him, should the agent simply ask him which? Heck, no! She’ll confuse him.
Stephen doesn’t know what room types the hotel has. Even if she explains all of them, she’ll confuse him with too much information. He can’t take everything in. Therefore, she needs to narrow down the options for him. She can only do this by asking the right questions.
And the right questions are the underlined ones below:
Agent: Hi Stephen. I’ll be happy to help you out on that. How many friends are coming with you?
Customer: Four, including me.
Agent: Do you prefer to stay in one room or separate rooms?
Why are these the right questions?
By asking these, it lets her know whether she’ll include the Standard Room or not. It lets her narrow down the options.
Customer: Just one. What do you got?
Customer said no, so now, Standard Room was out. 3 out of 4 options left.
Agent: There are 3 types of rooms that can accommodate you. All of them includes LCD TV with cable channels, mini bar, refrigerator, WIFI, kitchen, and pool.
The only difference is that only the Deluxe has the private swimming pool for $350.00. Premier for $250.00 and Family Room for $300.00 are both public pools.
Which one would you be interested in?
Asking whether he prefers the private or public pool narrowed down the choices from 3 to 1 (if his option was the private pool) or 3 to 2 (if he was okay with the public one).
Customer: Oh boy, these are too expensive! We don’t really need the kitchen and the pool. We just need the Wifi. Do you have any rooms that are cheaper than that?
Stephen changed his mind, which means the agent should also change the options. The only option that applied to his criteria was the Standard. It’s the cheapest, with WIFI.
Agent: We have one other room which is the Standard for $100.00. However, it only fits 2 people. If price is your top consideration, here’s your other option: book 2 Standard rooms to accommodate the 4 of you. You’ll only pay $200.00, instead of $250.00 for Premier. But that is if you don’t mind staying in separate rooms.
Customer: Not really. I guess I’ll take that then.
Lo and behold,the request became specific. Stephen booked 2 Standard Rooms. Then she proceeded to the resolution of booking him the room.
Agent: Alright Stephen. When would you like to book the room? And how many days?
Customer: 3 days. From May 18th to May 20th.
Agent: Alright. I just booked 2 Standard rooms for you from May 18 to May 20th for a total of $600 (3 days). Expect to receive a confirmation email few minutes after this call.
Here, the agent confirmed the reservation with the date, number of days, and total price. Confirming the reservation was very important to make sure they’re on the same page.
The “confirmation email” she mentioned was only an addition. This wasn’t necessary as this wasn’t included in the scenario provided above.
Customer: Thanks. I got another question. The thing is, we want to buy souvenirs for our friends and family back home, but we don’t want to spend an hour going to this mall. Is there any place that sells souvenirs close to your hotel?
Agent: Absolutely! There’s the CCV Mall and Souvenirs which is only a 5 minute drive from our hotel. You don’t have to worry about the traffic either.
This info was included in the Knowledge Base above— that CCV Mall and Souvenirs was close to the hotel.
Customer: Sounds good! Alright, see you then.
Agent: You’re welcome! Is there anything that I may help you with today?
After the request was addressed and the question answered, she offered him an additional help to make sure he didn’t have any questions before ending the call.
Customer: Nope, you’ve been a great help.
And then, time to close the call.
Agent: Perfect! Thank you for calling CCV Hotel. This is Sheina. You have a great day! Bye.
Mock Call Tips Conclusion
To pass your mock call, you should:
- Get the best resolution as fast as possible.
- Make the customer’s life easy by asking the right questions.
- Follow the call flow above. Very important.
If you want another mock call example, you can read: How to Handle Irate Customers
Or one of these call center job hunting tips:
