E. Call Flow

When Answering a Call You Must Always Include the following..

• The Name of the Company

• The Company's Logo

• The Company's Tag Line

• A Catchy Greeting

Which statement is a reassurance statement?

• May I place you on hold?

• What is your account number?

• I am happy to help you with your account

• Thank you for calling...

When probing to gather more information what type of questions should you use?

• Trick

• Close Ended

• Smart

• Open Ended

At the end of the call, you may ask the customer to do what?

• Take a survey

• Call back again

• Give their account number

• Give you their name

The ending of the call is called the what?

• Opening

• Reassurance

• Close

• Probe

When placing someone on hold you should always ask their permission.

• True

• False

When removing someone from hold, you should always do what?

• Thank the caller for holding

• Say "I'm back"

• Do nothing

• Ask for their account number

Caller's should be place on hold for no more than how many minutes?

• five

• 10

• two

• 30

Which one is not used for verification

• Address

• Account Numbers

• Time of Day

• Mother's Maiden Name

You verify the customer to make sure the following:

• You are speaking with the person authorized to discuss the account

• That you are meeting your metrics requirements

• You know their business

• The caller will buy a product