Project Vaccine
Authored by Danna Marie Vicente
Professional Development, Business, Other
Professional Development
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15 questions
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1.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
What are the 5 components of PTR?
Opening, Experience, Fix It, Recap & Closing
Greeting, Experience, Resolution, Recap, & Closing
Opening, Experience, Fix It, Revenue & Closing
Greeting, Experience, Resolution, Revenue, Closing
2.
MULTIPLE SELECT QUESTION
10 sec • 1 pt
What are the sub-components of Greeting?
Un-Carrier Opening
Opening Spiel
TEX-Branding
Introduction
3.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
For troubleshooting, I will send a PG to my customer before I transfer the call to tech.
Yes
No
4.
MULTIPLE SELECT QUESTION
10 sec • 1 pt
What are the sub-components of Experience?
Memo Verbalization
Determine customer's needs
Signature Response
Acknowledge tenure
Personalization throughout the call
5.
FILL IN THE BLANK QUESTION
5 sec • 1 pt
We will tag a behavior as a (a) if the expected behavior was heard and executed effectively on the call.
6.
MULTIPLE SELECT QUESTION
10 sec • 1 pt
What are the sub-components of Resolution?
Fix It
Provide Tailored Resolution
Self-Help
Verbalize Audit
Address adjacent issues
7.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
If the behavior is not needed on the situation, we can tag it as _____________________.
Not demonstrated
Opportunity
Not Applicable
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