Customer Service

1. Q1 Phase/Module: Phase 1 — Professional Excellence An Obiwezy sales agent remains friendly and composed while being screamed at by a customer over a delivery error. Which characteristic of a high-performing employee does this most directly demonstrate?

A Technical product knowledge B Remaining calm under pressure and managing emotions professionally C Speed of processing the order D Ability to upsell accessories

2. Q2 Phase/Module: Phase 2 — Communication Types During a customer call at Obiwezy, an agent's tone is sharp and hurried even though the words they use are technically polite. The customer ends the call feeling dismissive treatment. Which communication channel has failed?

A Written communication B Visual communication C Paraverbal communication — tone, speed and emphasis D Non-verbal communication

3. Q3 Phase/Module: Phase 2 — Communication Barriers An Obiwezy agent dispatches an order based on their assumption that payment was confirmed without actually verifying it. The device is lost to fraud. Which communication barrier caused this failure?

A Language barrier B Cultural barrier C Assumption barrier — acting on assumption rather than confirmed fact D Environmental barrier

4. Q4 Phase/Module: Phase 2 — Active Listening An Obiwezy customer calls about a faulty device and raises three separate concerns. The agent addresses only the first one and closes the interaction. The customer calls back angry. What active listening principle was violated?

A Eye contact maintenance B Avoiding interruptions C Taking notes and tracking all concerns raised before proposing solutions D Confirming product knowledge

5. Q5 Phase/Module: Phase 2 — Questioning Skills An Obiwezy agent wants to understand why a customer is hesitant about purchasing a device after a detailed presentation. Which question type is most effective?

A Closed: 'Do you want the phone?' B Open: 'What concerns do you still have about the device?' C Closed: 'Is the price okay?' D Rhetorical: 'Surely you can see it is a great phone?'

6. Q6 Phase/Module: Phase 3 — Emotional Intelligence An Obiwezy branch manager notices she becomes defensive and dismissive whenever team members question her decisions in group meetings. What EQ competency does she most urgently need to develop?

A Self-Motivation B Social Skills C Self-Awareness — understanding her emotional triggers and behavioural patterns D Empathy toward customers

7. Q7 Phase/Module: Phase 3 — Self-Regulation A frustrated customer on WhatsApp sends five messages in rapid succession calling Obiwezy's service 'a scam'. The agent's first instinct is to defend the company aggressively. What is the correct self-regulation response?

A Respond immediately and firmly to correct the customer B Pause, breathe, regulate emotionally, then craft a calm and professional resolution response C Ignore the messages and escalate to the manager D Match the customer's emotional intensity to show the issue is taken seriously

8. Q8 Phase/Module: Phase 3 — Empathy An Obiwezy agent jumps straight into offering a replacement device to a customer who received a wrong order, before the customer has fully explained what happened. What customer service empathy principle was skipped?

A Product knowledge B Upselling awareness C Acknowledging the customer's emotional frustration before offering any solution D Verifying the IMEI of the replacement device

9. Q9 Phase/Module: Phase 3 — Resilience & Optimism An Obiwezy agent misses their monthly target for the second consecutive month and begins telling colleagues 'this job is impossible and nothing ever changes'. Which mental state does this represent, and what is the correct alternative?

A Healthy realism — and should be encouraged B Toxic pessimism — it drains team morale and should be replaced with resilient, solution-focused thinking C Helpful self-awareness that should be shared widely D A sign of high emotional intelligence

10. Q10 Phase/Module: Phase 3 — Emotional Control Under Pressure It is Saturday at the Obiwezy branch. The dispatch system has 12 backlogged orders, two staff are absent, and three customers are waiting. The manager begins to visibly panic and starts giving contradictory instructions. What emotional control technique should they apply first?

A Immediately call head office for help B Ask the customers to come back tomorrow C Apply deep breathing and cognitive reframing to restore composure before addressing the operational crisis D Assign all tasks to the most senior available agent and step out

11. Q11 Phase/Module: Phase 4 — Creative Problem Solving An Obiwezy agent notices that three customers in one week complained about the same packaging issue — crushed boxes on delivery. The agent raises it to the manager as 'packaging is bad'. What problem-solving step have they missed?

A Implementing the solution B Following up with affected customers C Defining the problem correctly — identifying root cause, pattern, impact and specific failure point D Escalating to head office

12. Q12 Phase/Module: Phase 4 — Brainstorming During an Obiwezy team session on reducing cart abandonment, one team member immediately dismisses ideas others suggest as 'unrealistic'. What brainstorming rule has been violated — and what is the consequence?

A The record-everything rule — which causes ideas to be forgotten B The quantity-first rule — but this is only a minor infraction C The zero-criticism-during-ideation rule — which shuts down creative contribution and reduces solution diversity D The mind-mapping rule — which reduces visual clarity

13. Q13 Phase/Module: Phase 4 — Decision Making An Obiwezy supervisor has identified three possible solutions to a recurring dispatch delay. Solution A is fast but expensive. Solution B is affordable but takes 4 weeks. Solution C is fast, affordable but requires cross-team coordination. How should the supervisor evaluate these options?

A Choose the fastest option regardless of cost B Ask the most senior colleague to decide C Analyse each option against feasibility, cost, speed, risk and impact — then select the best-balanced choice D Implement all three simultaneously to cover all scenarios

14. Q14 Phase/Module: Phase 5 — Customer Service Excellence An Obiwezy WhatsApp agent ends every service interaction with: 'Let us know if you need anything.' A manager observes that repeat complaints are high. What service excellence principle is missing?

A Product knowledge updates B A specific, committed follow-up date and time that the agent owns and honours C Cross-sell offers at the end of every complaint D Longer initial responses

15. Q15 Phase/Module: Phase 5 — Complaint Handling A customer contacts Obiwezy furious that their device developed a fault 3 days after purchase. The agent responds: 'Our warranty policy covers this — I will send a claim form.' The customer escalates further. What was missing?

A The warranty claim form itself B A faster replacement process C An empathy acknowledgment before the procedural response — the customer needed to feel heard before being processed D Supervisor approval for the warranty

16. Q16 Phase/Module: Phase 5 — Difficult Customers An Obiwezy customer insists they know more about the device than the agent and contradicts every recommendation made. The agent becomes defensive and the interaction breaks down. What strategy should have been used?

A Match their confidence and insist on your recommendation B Acknowledge their knowledge respectfully, validate what they said, then add new value they haven't considered C Escalate immediately to a supervisor D Agree with everything they say to end the conversation

17. Q17 Phase/Module: Phase 5 — First Impressions & Professionalism An Obiwezy agent has excellent product knowledge but consistently arrives at their workstation dishevelled, with headphones on and a slouched posture. Customers regularly request to speak with other staff. What dimension of first impressions is failing?

A Technical competence B CRM usage discipline C Appearance and body language — the first two elements of a powerful first impression that create instant brand perception D Communication vocabulary

18. Q18 Phase/Module: Phase 5 — Conflict Resolution Two Obiwezy agents are in open conflict about who is responsible for a missed customer follow-up. During the discussion, one says: 'You always forget to update the system. This is your fault.' What communication principle was violated and what is the correct alternative?

A The open question principle — they should have used a question first B The I-Message principle — 'You always' is a blame statement that triggers defensiveness rather than resolution C The empathy principle — they should have acknowledged the customer's frustration first C The empathy principle — they should have acknowledged the customer's frustration first

19. Q19 Phase/Module: Phase 5 — Building High-Performance Teams An Obiwezy branch manager praises top performers publicly but addresses poor performance in front of the team to 'set an example'. Team morale drops significantly. What leadership principle is being violated?

A Technical training standards B KPI measurement frequency C Praise publicly, address performance challenges privately — public correction humiliates and creates fear rather than improvement D The GROW coaching model step sequence

20. Q20 Phase/Module: Phase 1–5 — Integration An Obiwezy employee consistently meets their sales targets, handles complaints professionally, coaches newer colleagues, manages emotions under pressure and continuously improves through feedback. Which concept from this course does this employee best represent?

A Technical excellence in product knowledge B Compliance with company rules and SOPs only C Professional excellence — the integrated application of communication, EQ, problem-solving, customer service and leadership competencies D A high social media following that drives sales

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