{"introPage":{"showIntroPage":false,"startButtonText":"Start Quiz","introduction":""},"progressType":"textual","passPercentage":100,"questions":[{"params":{"media":{"disableImageZooming":false},"answers":[{"correct":true,"tipsAndFeedback":{"chosenFeedback":"

Congratulations, this is the correct answer.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

Phone Calls<\/div>\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

Live Chat<\/div>\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

Email<\/div>\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

Social Media<\/div>\n"}],"overallFeedback":[{"from":0,"to":100}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":false,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

Which communication channel is best suited for handling complex customer issues?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 1"},"subContentId":"00f529a7-c13e-40eb-9d5c-355bc88f691a"},{"params":{"media":{"disableImageZooming":false},"answers":[{"correct":true,"tipsAndFeedback":{"chosenFeedback":"

Congratulations, this is the correct answer.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

Customer Relationship Management<\/div>\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"Customer Retention Method\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

Customer Response Model<\/div>\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

Customer Resolution Mechanism<\/div>\n"}],"overallFeedback":[{"from":0,"to":100}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":false,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

What does CRM stand for in the context of customer service?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 2"},"subContentId":"aef48534-4572-412c-a035-a6b8dc66df4d"},{"params":{"media":{"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"Use scripted responses for consistency\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"Avoid using the customer\u2019s name to maintain professionalism\n"},{"correct":true,"tipsAndFeedback":{"chosenFeedback":"

Congratulations, this is the correct answer.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

Tailor interactions based on individual customer needs and preferences<\/div>\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"Share personal anecdotes to build rapport\n"}],"overallFeedback":[{"from":0,"to":100}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":false,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

How can customer service representatives create a personalised experience for customers?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 3"},"subContentId":"25aeaede-fb1a-4501-ac03-3a94f32d4121"},{"params":{"media":{"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"Increase profits\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"Resolve customer complaints\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"Improve product quality\n"},{"correct":true,"tipsAndFeedback":{"chosenFeedback":"

Congratulations, this is the correct answer.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

Provide exceptional service and support<\/div>\n"}],"overallFeedback":[{"from":0,"to":100}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":false,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

What is the primary goal of customer service?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 4"},"subContentId":"b3ff74d4-4f0c-4854-a504-b7a83d36fde9"},{"params":{"media":{"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

\u201cIs there anything else I can help you with?\u201d<\/div>\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

\u201cWould you like to speak with a supervisor?\u201d<\/div>\n"},{"correct":true,"tipsAndFeedback":{"chosenFeedback":"

Congratulations, this is the correct answer.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

\u201cCan you provide more details about your issue?\u201d<\/div>\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

That is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":" \u201cHave you tried restarting your device?\u201d\n"}],"overallFeedback":[{"from":0,"to":100}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":false,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

Which of the following is an example of an open-ended question?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 5"},"subContentId":"b4a0994c-4964-4af8-8aeb-53deec67039f"}],"disableBackwardsNavigation":false,"randomQuestions":false,"endGame":{"showResultPage":true,"showSolutionButton":true,"showRetryButton":true,"noResultMessage":"Finished","message":"Your result:","scoreBarLabel":"You got @finals out of @totals points","overallFeedback":[{"from":0,"to":100}],"solutionButtonText":"Show solution","retryButtonText":"Retry","finishButtonText":"Finish","submitButtonText":"Submit","showAnimations":false,"skippable":false,"skipButtonText":"Skip video"},"override":{"checkButton":true},"texts":{"prevButton":"Previous question","nextButton":"Next question","finishButton":"Finish","submitButton":"Submit","textualProgress":"Question: @current of @total questions","jumpToQuestion":"Question %d of %total","questionLabel":"Question","readSpeakerProgress":"Question @current of @total","unansweredText":"Unanswered","answeredText":"Answered","currentQuestionText":"Current question","navigationLabel":"Questions"}}

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