{"id":4670,"date":"2026-08-24T18:30:51","date_gmt":"2026-08-24T18:30:51","guid":{"rendered":"https:\/\/maroczain.com\/?p=4670"},"modified":"2026-08-24T18:30:51","modified_gmt":"2026-08-24T18:30:51","slug":"4670","status":"publish","type":"post","link":"https:\/\/maroczain.com\/en\/2026\/08\/24\/4670\/","title":{"rendered":""},"content":{"rendered":"<section class=\"mza-cc-card mza-cc-exam-v3\" data-role=\"agent\" data-level=\"N1\" data-minutes=\"25\">\n      <div class=\"mza-cc-badge\">Examen N1<\/div>\n      <h2>Agent \u2014 examen chronom\u00e9tr\u00e9<\/h2>\n      <div class=\"mza-cc-timer\" aria-live=\"polite\">25:00<\/div>\n              <div class=\"mza-cc-q\" data-correct=\"1\">\n          <p><strong>1.<\/strong> Quelle action am\u00e9liore le plus l&#039;\u00e9coute active ? \u2014 Situation 31, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q0\" value=\"0\"> Interrompre rapidement<\/label><br>\n                      <label><input type=\"radio\" name=\"q0\" value=\"1\"> Reformuler le besoin<\/label><br>\n                      <label><input type=\"radio\" name=\"q0\" value=\"2\"> Lire un script mot \u00e0 mot<\/label><br>\n                      <label><input type=\"radio\" name=\"q0\" value=\"3\"> Transf\u00e9rer sans analyse<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"1\">\n          <p><strong>2.<\/strong> Quel comportement favorise un rebond commercial pertinent ? \u2014 Situation 7, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q1\" value=\"0\"> Proposer syst\u00e9matiquement le produit le plus cher<\/label><br>\n                      <label><input type=\"radio\" name=\"q1\" value=\"1\"> Proposer une offre li\u00e9e au besoin identifi\u00e9<\/label><br>\n                      <label><input type=\"radio\" name=\"q1\" value=\"2\"> Allonger artificiellement l&#039;appel<\/label><br>\n                      <label><input type=\"radio\" name=\"q1\" value=\"3\"> Ignorer le contexte client<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"1\">\n          <p><strong>3.<\/strong> Quel comportement favorise un rebond commercial pertinent ? \u2014 Situation 25, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q2\" value=\"0\"> Proposer syst\u00e9matiquement le produit le plus cher<\/label><br>\n                      <label><input type=\"radio\" name=\"q2\" value=\"1\"> Proposer une offre li\u00e9e au besoin identifi\u00e9<\/label><br>\n                      <label><input type=\"radio\" name=\"q2\" value=\"2\"> Allonger artificiellement l&#039;appel<\/label><br>\n                      <label><input type=\"radio\" name=\"q2\" value=\"3\"> Ignorer le contexte client<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"2\">\n          <p><strong>4.<\/strong> Quelle pratique prot\u00e8ge le mieux les donn\u00e9es du client ? \u2014 Situation 5, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q3\" value=\"0\"> Donner les informations \u00e0 toute personne connaissant le nom<\/label><br>\n                      <label><input type=\"radio\" name=\"q3\" value=\"1\"> Partager les donn\u00e9es sur messagerie personnelle<\/label><br>\n                      <label><input type=\"radio\" name=\"q3\" value=\"2\"> V\u00e9rifier l&#039;identit\u00e9 avant de divulguer des informations sensibles<\/label><br>\n                      <label><input type=\"radio\" name=\"q3\" value=\"3\"> Noter les mots de passe du client<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"3\">\n          <p><strong>5.<\/strong> Apr\u00e8s un appel, quelle pratique est la plus appropri\u00e9e ? \u2014 Situation 26, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q4\" value=\"0\"> Ne rien noter si le client est satisfait<\/label><br>\n                      <label><input type=\"radio\" name=\"q4\" value=\"1\"> Utiliser des notes personnelles hors syst\u00e8me<\/label><br>\n                      <label><input type=\"radio\" name=\"q4\" value=\"2\"> Supprimer l&#039;historique<\/label><br>\n                      <label><input type=\"radio\" name=\"q4\" value=\"3\"> Tracer le motif et la solution dans le CRM<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"2\">\n          <p><strong>6.<\/strong> Apr\u00e8s un appel, quelle pratique est la plus appropri\u00e9e ? \u2014 Situation 11, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q5\" value=\"0\"> Utiliser des notes personnelles hors syst\u00e8me<\/label><br>\n                      <label><input type=\"radio\" name=\"q5\" value=\"1\"> Ne rien noter si le client est satisfait<\/label><br>\n                      <label><input type=\"radio\" name=\"q5\" value=\"2\"> Tracer le motif et la solution dans le CRM<\/label><br>\n                      <label><input type=\"radio\" name=\"q5\" value=\"3\"> Supprimer l&#039;historique<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"0\">\n          <p><strong>7.<\/strong> Apr\u00e8s un appel, quelle pratique est la plus appropri\u00e9e ? \u2014 Situation 20, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q6\" value=\"0\"> Tracer le motif et la solution dans le CRM<\/label><br>\n                      <label><input type=\"radio\" name=\"q6\" value=\"1\"> Supprimer l&#039;historique<\/label><br>\n                      <label><input type=\"radio\" name=\"q6\" value=\"2\"> Utiliser des notes personnelles hors syst\u00e8me<\/label><br>\n                      <label><input type=\"radio\" name=\"q6\" value=\"3\"> Ne rien noter si le client est satisfait<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"2\">\n          <p><strong>8.<\/strong> Quelle action am\u00e9liore le plus l&#039;\u00e9coute active ? \u2014 Situation 22, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q7\" value=\"0\"> Lire un script mot \u00e0 mot<\/label><br>\n                      <label><input type=\"radio\" name=\"q7\" value=\"1\"> Interrompre rapidement<\/label><br>\n                      <label><input type=\"radio\" name=\"q7\" value=\"2\"> Reformuler le besoin<\/label><br>\n                      <label><input type=\"radio\" name=\"q7\" value=\"3\"> Transf\u00e9rer sans analyse<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"0\">\n          <p><strong>9.<\/strong> Quelle pratique prot\u00e8ge le mieux les donn\u00e9es du client ? \u2014 Situation 26, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q8\" value=\"0\"> V\u00e9rifier l&#039;identit\u00e9 avant de divulguer des informations sensibles<\/label><br>\n                      <label><input type=\"radio\" name=\"q8\" value=\"1\"> Partager les donn\u00e9es sur messagerie personnelle<\/label><br>\n                      <label><input type=\"radio\" name=\"q8\" value=\"2\"> Donner les informations \u00e0 toute personne connaissant le nom<\/label><br>\n                      <label><input type=\"radio\" name=\"q8\" value=\"3\"> Noter les mots de passe du client<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"1\">\n          <p><strong>10.<\/strong> Quelle pratique prot\u00e8ge le mieux les donn\u00e9es du client ? \u2014 Situation 8, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q9\" value=\"0\"> Donner les informations \u00e0 toute personne connaissant le nom<\/label><br>\n                      <label><input type=\"radio\" name=\"q9\" value=\"1\"> V\u00e9rifier l&#039;identit\u00e9 avant de divulguer des informations sensibles<\/label><br>\n                      <label><input type=\"radio\" name=\"q9\" value=\"2\"> Partager les donn\u00e9es sur messagerie personnelle<\/label><br>\n                      <label><input type=\"radio\" name=\"q9\" value=\"3\"> Noter les mots de passe du client<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"1\">\n          <p><strong>11.<\/strong> Quelle pratique prot\u00e8ge le mieux les donn\u00e9es du client ? \u2014 Situation 17, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q10\" value=\"0\"> Noter les mots de passe du client<\/label><br>\n                      <label><input type=\"radio\" name=\"q10\" value=\"1\"> V\u00e9rifier l&#039;identit\u00e9 avant de divulguer des informations sensibles<\/label><br>\n                      <label><input type=\"radio\" name=\"q10\" value=\"2\"> Partager les donn\u00e9es sur messagerie personnelle<\/label><br>\n                      <label><input type=\"radio\" name=\"q10\" value=\"3\"> Donner les informations \u00e0 toute personne connaissant le nom<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"3\">\n          <p><strong>12.<\/strong> Quelle pratique prot\u00e8ge le mieux les donn\u00e9es du client ? \u2014 Situation 11, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q11\" value=\"0\"> Donner les informations \u00e0 toute personne connaissant le nom<\/label><br>\n                      <label><input type=\"radio\" name=\"q11\" value=\"1\"> Partager les donn\u00e9es sur messagerie personnelle<\/label><br>\n                      <label><input type=\"radio\" name=\"q11\" value=\"2\"> Noter les mots de passe du client<\/label><br>\n                      <label><input type=\"radio\" name=\"q11\" value=\"3\"> V\u00e9rifier l&#039;identit\u00e9 avant de divulguer des informations sensibles<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"1\">\n          <p><strong>13.<\/strong> Face \u00e0 un client m\u00e9content, quelle premi\u00e8re d\u00e9marche est la plus adapt\u00e9e ? \u2014 Situation 33, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q12\" value=\"0\"> Contredire imm\u00e9diatement<\/label><br>\n                      <label><input type=\"radio\" name=\"q12\" value=\"1\"> \u00c9couter, reformuler et clarifier le besoin<\/label><br>\n                      <label><input type=\"radio\" name=\"q12\" value=\"2\"> Promettre une compensation non autoris\u00e9e<\/label><br>\n                      <label><input type=\"radio\" name=\"q12\" value=\"3\"> Mettre fin \u00e0 l&#039;appel<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"0\">\n          <p><strong>14.<\/strong> Apr\u00e8s un appel, quelle pratique est la plus appropri\u00e9e ? \u2014 Situation 17, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q13\" value=\"0\"> Tracer le motif et la solution dans le CRM<\/label><br>\n                      <label><input type=\"radio\" name=\"q13\" value=\"1\"> Supprimer l&#039;historique<\/label><br>\n                      <label><input type=\"radio\" name=\"q13\" value=\"2\"> Utiliser des notes personnelles hors syst\u00e8me<\/label><br>\n                      <label><input type=\"radio\" name=\"q13\" value=\"3\"> Ne rien noter si le client est satisfait<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"0\">\n          <p><strong>15.<\/strong> Quel comportement favorise un rebond commercial pertinent ? \u2014 Situation 31, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q14\" value=\"0\"> Proposer une offre li\u00e9e au besoin identifi\u00e9<\/label><br>\n                      <label><input type=\"radio\" name=\"q14\" value=\"1\"> Ignorer le contexte client<\/label><br>\n                      <label><input type=\"radio\" name=\"q14\" value=\"2\"> Allonger artificiellement l&#039;appel<\/label><br>\n                      <label><input type=\"radio\" name=\"q14\" value=\"3\"> Proposer syst\u00e9matiquement le produit le plus cher<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"3\">\n          <p><strong>16.<\/strong> Quelle action am\u00e9liore le plus l&#039;\u00e9coute active ? \u2014 Situation 19, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q15\" value=\"0\"> Interrompre rapidement<\/label><br>\n                      <label><input type=\"radio\" name=\"q15\" value=\"1\"> Transf\u00e9rer sans analyse<\/label><br>\n                      <label><input type=\"radio\" name=\"q15\" value=\"2\"> Lire un script mot \u00e0 mot<\/label><br>\n                      <label><input type=\"radio\" name=\"q15\" value=\"3\"> Reformuler le besoin<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"0\">\n          <p><strong>17.<\/strong> Quelle pratique prot\u00e8ge le mieux les donn\u00e9es du client ? \u2014 Situation 20, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q16\" value=\"0\"> V\u00e9rifier l&#039;identit\u00e9 avant de divulguer des informations sensibles<\/label><br>\n                      <label><input type=\"radio\" name=\"q16\" value=\"1\"> Partager les donn\u00e9es sur messagerie personnelle<\/label><br>\n                      <label><input type=\"radio\" name=\"q16\" value=\"2\"> Noter les mots de passe du client<\/label><br>\n                      <label><input type=\"radio\" name=\"q16\" value=\"3\"> Donner les informations \u00e0 toute personne connaissant le nom<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"3\">\n          <p><strong>18.<\/strong> Quel comportement favorise un rebond commercial pertinent ? \u2014 Situation 28, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q17\" value=\"0\"> Allonger artificiellement l&#039;appel<\/label><br>\n                      <label><input type=\"radio\" name=\"q17\" value=\"1\"> Proposer syst\u00e9matiquement le produit le plus cher<\/label><br>\n                      <label><input type=\"radio\" name=\"q17\" value=\"2\"> Ignorer le contexte client<\/label><br>\n                      <label><input type=\"radio\" name=\"q17\" value=\"3\"> Proposer une offre li\u00e9e au besoin identifi\u00e9<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"0\">\n          <p><strong>19.<\/strong> Quelle action am\u00e9liore le plus l&#039;\u00e9coute active ? \u2014 Situation 4, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q18\" value=\"0\"> Reformuler le besoin<\/label><br>\n                      <label><input type=\"radio\" name=\"q18\" value=\"1\"> Transf\u00e9rer sans analyse<\/label><br>\n                      <label><input type=\"radio\" name=\"q18\" value=\"2\"> Interrompre rapidement<\/label><br>\n                      <label><input type=\"radio\" name=\"q18\" value=\"3\"> Lire un script mot \u00e0 mot<\/label><br>\n                  <\/div>\n              <div class=\"mza-cc-q\" data-correct=\"0\">\n          <p><strong>20.<\/strong> Quelle action am\u00e9liore le plus l&#039;\u00e9coute active ? \u2014 Situation 34, niveau N1<\/p>\n                      <label><input type=\"radio\" name=\"q19\" value=\"0\"> Reformuler le besoin<\/label><br>\n                      <label><input type=\"radio\" name=\"q19\" value=\"1\"> Transf\u00e9rer sans analyse<\/label><br>\n                      <label><input type=\"radio\" name=\"q19\" value=\"2\"> Lire un script mot \u00e0 mot<\/label><br>\n                      <label><input type=\"radio\" name=\"q19\" value=\"3\"> Interrompre rapidement<\/label><br>\n                  <\/div>\n            <button class=\"mza-cc-btn mza-cc-submit-v3\">Terminer l'examen<\/button>\n      <div class=\"mza-cc-result\"><\/div>\n    <\/section>\n    \n<section class=\"mza-cc-card\"><h2>Badges<\/h2><p>Connectez-vous pour consulter vos badges.<\/p><\/section>\n<section class=\"mza-cc-card\"><p>Connexion requise.<\/p><\/section>\n<section class=\"mza-cc-card\"><p>Acc\u00e8s r\u00e9serv\u00e9.<\/p><\/section>\n    <section class=\"mza-cc-card mza-oral-sim\" data-role=\"agent\">\n      <div class=\"mza-cc-badge\">Oral simul\u00e9<\/div>\n      <h2>Agent \u2014 entra\u00eenement oral<\/h2>\n      <p>R\u00e9pondez oralement \u00e0 un client tr\u00e8s m\u00e9content qui demande une solution imm\u00e9diate.<\/p>\n      <textarea class=\"mza-oral-input\" rows=\"7\" placeholder=\"Transcrivez ici votre r\u00e9ponse orale ou dictez-la avec la fonction vocale de votre appareil...\"><\/textarea>\n      <button class=\"mza-cc-btn mza-oral-score\">\u00c9valuer la r\u00e9ponse<\/button>\n      <div class=\"mza-cc-result\"><\/div>\n      <p><small>V5 : \u00e9valuation locale de la transcription. Aucun service vocal externe n'est requis.<\/small><\/p>\n    <\/section>","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[1],"tags":[],"class_list":["post-4670","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"jetpack_sharing_enabled":true,"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/posts\/4670","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/comments?post=4670"}],"version-history":[{"count":1,"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/posts\/4670\/revisions"}],"predecessor-version":[{"id":4671,"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/posts\/4670\/revisions\/4671"}],"wp:attachment":[{"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/media?parent=4670"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/categories?post=4670"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/tags?post=4670"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}