Nesting Week 1 Quiz

What are 2 ways you can build a friendship over the phone?

• Maintain a positive attitude.

• Tell the customer you have a break coming up and you need to transfer them

• Show Empathy with our customer.

• Have a bored tone.

• Don't engage in small talk

Why is it important to rephrase the customers issue?

• Show the customer that you were listening

• We want to repeat everything they say!

• To annoy the customer

• All of the above

What is a good opening question?

• How can I help you today?

• What's the problem?

• What do you want?

• All of the above

Why is it important to recap?

• Because somebody said to do it

• To ensure you have resolved all issues and bring comfort to the customer

• So the customer remembers why they were mad

• So we get good scores on our graded calls

What are 2 examples of purposeful, directional small talk?

• I'm just checking your panel to make sure it's communicating okay.

• I am currently running some tests on my end, it might take a few minutes but I'm still here.

• Are you there?

• How's the weather?

We always know everything that is going on in somebody's life

• True

• False

Some customers are more important than others

• False

• True

When should you ALWAYS consult transfer your call? (Select 3)

• Transfer to AIR

• If the Transfer Guide tells you

• Transfers to Tier 3

• Transfers to Customer Loyalty

• If leadership directs you to

What is a common thing you will see on Platinum if the panel is not communicating through cell?

• Platform connection status is Expired

• LED will be red

• All LED's will be off

• Panel will be connected to WiFi

Where can you find the power source for the panel? (select all that apply)

• All of our panels are hardwired. No need to locate that!

• Service Details

• On the SES

• Our panels are solar powered