Day 4 Fun

What time does class starts?

• 11 am

• Whenever I come

• 10 am

In training how does lunch work?

• We take it when we want

• we all go together

• It doesn't matter

CCKM stands for?

• Customer Connect Knowledge Management tool

• Caring and knowing management tool

CCKM makes it easier for you to provide DIRECTV customers with great customer service.

• True

• False

• Absolutely NOT!

What part of CARES behavior you will be using if you ask the customer : " Can you share with me what type of movies you enjoy watching?"

• Research & Discovery

• Summarize

• Customer Connection

DIRECTV's customers can take their TV services on the go.

• True

• False

• Press Enter

Which part of CARES behavior an agent is using if he/she said: "I'm glad you gave us a call and it will be my absolute pleasure to go over our different packages and make sure it includes all your entertainment needs"

• Expert

• Summarize

• Customer Connection

Shortcut to Lock computer

• WINDOWS KEY + L

• Computer + Key

• Just walk away

What is our LEAD offer?

• DIRECTV via Satellite

• DIRECTV via Internet

NOT telling your customer the truth is a violation of DIRECTV's policies.

• True

• False

• It doesn't matter