CIC-101 Agent Practice Questions

A customer calls inquiring about their order status. What should the agent do first?

• AA. Ask the customer for their order number
• BB. Confirm the customer's identity
• CC. Put the customer on hold
• DD. Open the order management system

During a call, an agent notices slow system performance. What is the best course of action?

• AA. Restart the application
• BB. Inform the customer about delays
• CC. Log the incident and notify IT
• DD. Continue troubleshooting without explanation

If a customer issues a complaint about service, how should the agent respond?

• AA. Ask the customer to call back
• BB. Listen actively and empathize
• CC. Escalate immediately to a supervisor
• DD. Dismiss the complaint

In a scenario where a customer is irate, which technique should an agent use?

• AA. Remain indifferent
• BB. Use a calm, soothing tone
• CC. Blame the system
• DD. Speak over the customer

After resolving an issue, what should an agent ask the customer?

• AA. For their account number
• BB. If they want to escalate
• CC. If they need further help
• DD. To repeat the complaint

An agent receives a call from an unknown number. What should they do?

• AA. Ignore the call
• BB. Call back later
• CC. Answer confidently
• DD. Take the call and verify identity