Preview Questions Customer Support Specialist | Role Specific Skill

Question 1: A customer is upset because their ad campaign was disapproved by a platform. How do you approach the situation?

Which action should you take?

Choose only one option

Point out that the platform's rules are beyond your control

Ask the customer to try running the campaign again

Apologize and work with the customer to resolve the issue based on the platform's guidelines

Blame the platform's algorithm for the disapproval

Question 2: When a customer is in a hurry and requests a solution quickly, how do you show empathy while managing the urgency?

Which action should you take?

Choose only one option

Speed up the process and provide a quick response without fully listening

Offer a generic solution without addressing the specific issue

Acknowledge their urgency and express your commitment to resolving the issue swiftly

Provide a standard response without taking their urgency into account

Question 3: If a customer's website is displaying incorrect product information in dynamic ads, what would be your troubleshooting approach?

Which action should you take?

Choose only one option

Suggest updating the product information manually on the platform

Ignore the issue and escalate it without action

Recommend the customer update their website content first

Check the product feed for accuracy and correct any discrepancies

Question 4: A customer reports an issue with slow ad load time in Google Ads. Which diagnostic tool would you use first?

Which action should you take?

Choose only one option

Google Analytics

Google Search Console

Google Ads Troubleshooter

Google PageSpeed Insights

Question 5: If a customer's campaign performance tracking is inaccurate, what should be your first step?

Which action should you take?

Choose only one option

Adjust the campaign targeting parameters

Check the customer's internet connection for performance issues

Reinstall the tracking software

Confirm that tracking codes or pixels are properly placed on the landing page

Question 6: If you have several high-priority tasks and a new urgent issue arises, what steps do you take to incorporate it into your workload?

Which action should you take?

Choose only one option

Temporarily pause lower-priority tasks to address the urgent issue

Ignore the new issue and continue working on the original tasks

Add the new issue to your list without reassessing other tasks

Delegate the new issue to someone else in the team