
Good > Better > Best
Authored by Sheila Custodio
Professional Development
Professional Development
Used 22+ times

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10 questions
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1.
MULTIPLE SELECT QUESTION
2 mins • 1 pt
You've received a call from John Smith. He is seeking assistance with activating his Connected Services. While on the call, you advise him of the places he can find his VIN and congratulate him on his new vehicle. This demonstrates which 2 Quality Attributes.
Resolution
Interactive
Willingness/Appreciation
Customer Effort
2.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Demonstrating a credible and knowledgeable demeanor throughout an interaction with a customer shows which of the following Quality Attributes?
Customer Effort
Willingness/Appreciation
Expertise
Resolution
3.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Suzie Q asked her customer how many times she attempted to log in to her Jeep Account. This would fall under which Quality Attribute?
Expertise - Discovery & Probing
Resolution - Resource Engagement
Interactive - Greeting
Willingness/Appreciation - Empathy/Reassurance
4.
MULTIPLE SELECT QUESTION
2 mins • 1 pt
Effectively controlling the flow of each interaction would show that you are demonstrating which TWO Quality Attributes?
Interactive - Contact Control
Willingness/Appreciation - Ownership
Customer Effort - Easy to do Business with
Expertise - Knowledgeable on how to Resolve
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Jane demonstrated a friendly and professional demeanor throughout her call with Julia Smith. This would fall under which Quality Attribute?
Customer Effort - Listening
Interactive - Professional/Friendly
Willingness/Appreciation - Accountability
Resolution - Empowerment
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Kept commitments and minimized customer effort wherever possible falls under which of the following Quality Attribute?
Customer Effort
Expertise
Willingness/Appreciation
Resolution
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
While on a call, if we congratulate a customer for being a part of the "Jeep Family," this would mean we are demonstrating:
Willingness/Appreciation
Expertise
Customer Effort
Resolution
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