20 Phone Support Quiz Questions and Answers

1. Question: What is the first step a phone support agent should take when a customer reports that their phone won’t turn on?
A. Advise the customer to buy a new phone.
B. Ask the customer to plug in the charger and wait.
C. Immediately schedule a repair appointment.
D. Tell the customer to restart the phone multiple times.
Answer: B
Explanation: Checking if the phone is charged is a basic troubleshooting step to rule out power issues before escalating.

2. Question: Which of the following is the most common cause of a phone overheating?
A. Using the phone in cold weather.
B. Running multiple apps simultaneously.
C. Keeping the phone in a protective case.
D. Charging the phone overnight.
Answer: B
Explanation: Overheating often results from excessive processor usage due to multiple apps, which can strain the device’s cooling system.

3. Question: How should a support agent handle a customer who is frustrated about poor battery life?
A. Suggest replacing the battery immediately.
B. Ask about usage habits and recommend closing background apps.
C. Tell them it’s a common issue with no solution.
D. End the call quickly to avoid further complaints.
Answer: B
Explanation: Inquiring about habits like app usage helps identify issues like unnecessary background processes that drain the battery.

4. Question: What is the best way to troubleshoot a phone that keeps dropping calls?
A. Advise the customer to switch to a different carrier.
B. Check signal strength and suggest moving to a better location.
C. Recommend resetting the phone to factory settings.
D. Tell the customer to restart the phone daily.
Answer: B
Explanation: Signal interference from location is a primary cause, and relocating can resolve the issue without advanced steps.

5. Question: If a customer reports that their phone is frozen and unresponsive, what should the agent suggest first?
A. Perform a factory reset.
B. Force restart the phone by holding the power button.
C. Uninstall all apps.
D. Update the phone’s software immediately.
Answer: B
Explanation: A force restart is a simple first step to clear temporary glitches without losing data or requiring complex actions.

6. Question: Which feature should a support agent recommend to prevent unauthorized access to a phone?
A. Enabling Wi-Fi only.
B. Setting up a screen lock or PIN.
C. Turning off Bluetooth.
D. Deleting all contacts.
Answer: B
Explanation: A screen lock or PIN adds a basic security layer to protect personal data from unauthorized users.

7. Question: What is the primary purpose of a SIM card in a phone?
A. To store photos and videos.
B. To enable cellular network connectivity.
C. To increase battery life.
D. To run apps faster.
Answer: B
Explanation: The SIM card holds subscriber information and allows the phone to connect to the mobile network for calls and data.

8. Question: How can a support agent help a customer who wants to transfer data from an old phone to a new one?
A. Suggest manually re-entering all data.
B. Recommend using cloud backup or manufacturer transfer tools.
C. Advise formatting the old phone.
D. Tell them to buy a new SIM card.
Answer: B
Explanation: Tools like iCloud or Google Backup make data transfer easy and efficient, preserving contacts, photos, and settings.

9. Question: If a customer complains about receiving spam calls, what is the most effective initial advice?
A. Block the numbers one by one.
B. Report them to the carrier for blacklisting.
C. Ignore the calls entirely.
D. Change the phone’s language settings.
Answer: A
Explanation: Blocking numbers directly in the phone settings prevents further spam, providing immediate relief.

10. Question: What should a support agent do first when a customer reports a cracked screen?
A. Recommend a DIY repair kit.
B. Ask if the phone is still functional and suggest professional repair options.
C. Advise replacing the entire phone.
D. End the call and send an email.
Answer: B
Explanation: Assessing functionality helps determine if a simple screen repair is needed or if other issues exist.

11. Question: Which of the following is a key step in resolving slow internet speed on a phone?
A. Restarting the phone.
B. Checking for and installing software updates.
C. Switching to airplane mode permanently.
D. Deleting all emails.
Answer: B
Explanation: Software updates often fix bugs and improve network performance, addressing common speed issues.

12. Question: How should a support agent respond to a customer inquiring about enabling Wi-Fi calling?
A. Tell them it’s not possible.
B. Guide them through the settings menu to turn it on.
C. Suggest buying a new router.
D. Recommend turning off mobile data.
Answer: B
Explanation: Wi-Fi calling is a standard feature in settings, and walking the customer through it ensures they can use it effectively.

13. Question: What is the best way to handle a customer who forgot their phone’s password?
A. Ask for personal details to reset it remotely.
B. Advise using the “forgot password” option or recovery tools.
C. Suggest factory resetting the phone.
D. Tell them to contact the police.
Answer: B
Explanation: Built-in recovery options allow password reset without data loss, as a first-line solution.

14. Question: If a phone’s battery is swelling, what should the support agent recommend?
A. Continue using the phone carefully.
B. Stop using it immediately and seek professional replacement.
C. Charge it more frequently.
D. Expose it to sunlight.
Answer: B
Explanation: A swollen battery is a safety hazard and requires immediate professional attention to prevent risks like fire.

15. Question: Which action can help improve a phone’s storage issues?
A. Deleting unnecessary apps and files.
B. Adding more RAM.
C. Increasing the screen brightness.
D. Turning off the camera.
Answer: A
Explanation: Freeing up space by removing unused apps and files directly addresses storage limitations.

16. Question: What is the first thing to check for a phone that won’t connect to Bluetooth?
A. Restart the other device.
B. Ensure Bluetooth is enabled on the phone.
C. Update the phone’s operating system.
D. Reset network settings.
Answer: B
Explanation: Verifying that Bluetooth is turned on is the simplest initial step before troubleshooting further.

17. Question: How can a support agent assist with a customer reporting unusual data usage?
A. Suggest monitoring apps via settings.
B. Tell them to disable all data.
C. Recommend buying more data.
D. Ignore the concern.
Answer: A
Explanation: Checking data usage in settings helps identify apps consuming excess data, allowing for targeted fixes.

18. Question: What should a support agent say to de-escalate a heated customer call?
A. Argue back to defend the company.
B. Apologize and actively listen to their concerns.
C. Transfer the call immediately.
D. Hang up the call.
Answer: B
Explanation: Apologizing and listening builds rapport and calms the customer, leading to better resolution.

19. Question: If a customer wants to set up parental controls on their phone, what feature should be recommended?
A. Enabling location services.
B. Using built-in parental control settings.
C. Installing random apps.
D. Changing the wallpaper.
Answer: B
Explanation: Parental controls in settings restrict content and usage, providing a safe environment for children.

20. Question: What is the most important reason for regularly backing up a phone?
A. To free up storage space.
B. To prevent data loss in case of damage or loss.
C. To speed up the phone.
D. To reduce battery usage.
Answer: B
Explanation: Backups ensure data can be recovered, protecting against scenarios like theft or hardware failure.