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Training Review

Training Review

Assessment

Presentation

Professional Development

University

Easy

Created by

RICHARD RODRIGUEZ

Used 2+ times

FREE Resource

7 Slides • 4 Questions

1

Training Review

By RICHARD RODRIGUEZ

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2

​Call Flow

​Opening

Discovery

Resolution

Closure

​These last two weeks some opportunities for improvement were evidenced in your interactions with customers during your calls

3

Poll

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From the following options which one do you think you need to work on?

Empathy and listening skills

Procedures during the call

Knowledge about the product

4

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  • This is how you can perceive and intellectually understand the way someone else feels. (key words).

  • ​​Show that you care, and you are willing to help.

  • ​Be gentil when delivering bad news, try to provide an option if possible, if it is not the case, provide confort on the final result ( it's just a setback)

Empathy

5

Knowledge and procedures

6

Multiple Choice

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When is it ok for the cutomers to cancel their solar project (PPA/ Lease contracts)?

1

During Installation of the system

2

Before the loan is processed

3

Before Installation begins

4

At any time

7

Cancel Order

The customer can request the cancellation of their Solar Project before Installation, Once installation has began, The Project ​will remain active (this is explained in the contract).

If the cancellation request ​ is within he allowed period, account needs to be ARC.

8

Multiple Choice

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Which is the procedure to put the custoer on Hold?

1

1.Request permition

2.provide an estimated time

3.wait for confirmation

4.Return from hold and continue with the call

2

1.Request permition

2.wait for confirmation

3.refresh hold

4.thank the customer for waiting.

3

1.Request permition

2.provide an estimated time

3.refresh time

4.thank the customer for waiting.

4

1.Request permition

2.provide an estimated time

3.wait for confirmation

4.refresh the hold

5.thank the customer for waiting.

9

Open Ended

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in What 2 cases should we mask the call?

10

  • All queue and direct calls are recorded.

  • There are two valid reasons when we need

to not record a customer:

​ 1) customer requests that they not be recorded​

2) customer wants to make a payment and

give you their credit card information over the

phone

  • To stop recording, click the "Mask" button

  • When ready to record again, click "Unmask"

Masking calls

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11

15 minutes Break

Place yourselves in Available once you're Back and keep up with your great job!!!

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Training Review

By RICHARD RODRIGUEZ

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