Call Flow

Quiz
•
Professional Development
•
Professional Development
•
Hard

Archita Gupta
Used 47+ times
FREE Resource
13 questions
Show all answers
1.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
The following are the most effective and efficient ways to discover information on the account:
Contact Customer Solutions to confirm troubleshooting was done
Review the equipment that is installed on the panel through inventory deployed and the installed equipment under panel details
Ask the customer directly about their situation
Review cases and find info from previous conversations
2.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Customer says that they won't stay on because their equipment hasn't been working and because every time after they troubleshot equipment with tech support, we never offered a tech to go out to their home. What isolation question would work best?
If all of your equipment was working and we sent out a free tech, would there be any reason that you would want to cancel today?
Was the troubleshooting completed when you talked to our troubleshooting team?
Is the only reason that you want to cancel because you did not have a free tech?
If you were to speak to our troubleshooting team and they could fix your problem and you are able to pay the tech fee, would there be any reason you would want to cancel?
3.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Customer says that they're equipment doesn't work and is upset that nobody has been able to fix it. Check all the following that apply as a question that can be asked
Ask, "What equipment hasn't been working?"
Ask, "What has your experience been working with our troubleshooting team to get this fixed?
Ask, "When did you last call in?"
Ask, "What happened when our last technician was out at your home?"
4.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
What is the correct order of the Call Flow?
Intro, Greeting, Discovery, Ask Questions, End of call
Intro, Discovery, Delivery, Closing
Greeting, Intro, Discovery, Troubleshooting, Closing
Intro, Discovery, Troubleshooting, Closing
5.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
True/False: "I am here to help you" is a branded confidence statement used in the introduction of every call.
True
False
6.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
What information should be included in the greeting? select all that applies
Specialist name
ask for " customers name"
department
Smart Home Specialist
ask for "account number"
7.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
True/False: The primary passcode is not required if caller is confirmed as Contract Signer, Contract Co-Signer, or documented Power of Attorney
True
False
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