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Timing Parameters

Authored by Zameeya Jenkins

Professional Development

Professional Development

Used 9+ times

Timing Parameters
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6 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How many minutes does a chat specialist have prior to sending in a lead & dispositioning the chat on a non-Ford chat once the closing statement chat-step has been completed?

3 minutes

2 minutes

1 minute

6 minutes

2.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Which of the following will occur if a completed chat & lead form sits in the chat console for 6 minutes or more? Select all that apply

Nothing bad will happen

Auto-Fail

Coaching Opportunity

Dealership Complaint

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How many minutes does the chat specialist have prior to sending in the lead & to choose the correct disposition on a completed Ford chat?

2 minutes

1 minute

5 minutes

3 minutes

4.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

What is the Greet Timing parameter for a Ford chat? (without considering the 30sec timing buffer from QA Team)

1 minute

2 minutes

45 seconds

3 minutes

5.

FILL IN THE BLANK QUESTION

1 min • 1 pt

Fill in the blank: What is the term, that defines a chat quality overall score to be lowered during a Training/QA/Evaluation scorecard review if the chat specialist ever greets any new chat over 3+ minutes, sends the lead form to the incorrect department OR does not follow the Dealer Tip correctly? (Two separate words to describe this scenario)

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the standard response time for a non-Ford chat? (Relative to Regular & Strategic chats)

1 minute

3 minutes

2 minutes

4 minutes

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