Foundational Skills Review

An Expert is completing a deactivation for a customer.

Which interactions would be poor behaviors on the Expert's part?

• Not canceling a line despite the customer's request

• Offering to temporarily suspend the line outside of policy

• Collecting past due amounts so the customer can keep their line

Match the pillar with the behavior that best coincide with them:

Customer Are Happy =

• Make a personal connection

• Build value in products and services

• Make relevant offers

• Do a visual audit

Match the pillar with the behavior that best coincide with them:

Customers Stay Longer =

• Make a personal connection

• Build value in products and services

• Make relevant offers

• Do a visual audit

Match the pillar with the behavior that best coincide with them:

Customers Deepen Their Relationship with Us =

• Make a personal connection

• Build value in products and services

• Make relevant offers

• Do a visual audit

Match the pillar with the behavior that best coincide with them:

Customers Expend Less Effort =

• Make a personal connection

• Build value in products and services

• Make relevant offers

• Do a visual audit

Many strategies can have positive impacts on Profit and Loss (P&L) through C&A.

Which strategy is a good one?

• Working to proactively address customer situations

• Proactively offering credits to improve a customer experience

• Offering temporary credits to resolve customer issues

Profit and Loss (P&L) has significant benefits for leaders.

Which of these statements describes a P&L benefit?

• It allows leaders to lead with an owner's mindset.

• It allows leaders to set maximum call time limits for Experts to follow.

• It allows leaders to understand which products are no longer viable in our market.

When a customer makes frequent contacts, you can use customer interaction information to locate and identify these contacts. Where do we get that information?

• ATLAS: Whisper Field

• Samson: Shoulder Widget

• Grand Central: Customer Journey

• ATLAS: Customer Journey

• Samson: Whisper Field

Tom contacts you regarding his plan. During your conversation he mentions his 13-year-old daughter frequently uses his phone.

When would be an appropriate time to offer to add a line to Tom's account?

• After you resolve Tom's reason for calling

• As soon as Tom mentions his daughter

• In an email asking Tom to contact you again if he is interested

You need to identify and resolve a customer issue by using device, network, and account diagnostics.

Which tool should you use first?

• Grand Central

• Samson

• Dash