Review OB
Authored by Rochelle Miole
English
1st - 3rd Grade
Used 24+ times
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40 questions
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1.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
True or False
We have 4 Peak Seasons (Aug, Sep, Jan, and Feb) align with fall and spring college semester starts and over 60% of annual volume occurs during these four peak periods.
True
False
2.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
True or False
All calls are inbound from customers. We only do outbound calls when necessary to follow up with customer for missing information.
True
False
3.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
Who are our customers? Select all that applies.
Sales Rep
Campus Bookstore
Educators
Students
4.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
True or False
Customers contact Support by starting at the Contact Us link on the Pearson Support site.
True
False
5.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
(In general) Why do customers contact us? Select all that applies.
Course registration and access code issues
Troubleshoot hardware issues of their PCs
Browser and computer settings
Course and content-related issues
Username and password issues
6.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
If you are an OB/ACS agent and you have received assignment related issues, what should you do next?
Assist the customer. Check the account and proceed with troubleshooting steps.
Transfer the chat/call to IP as it is outside of your scope.
Transfer the chat/call to Customer Service as TS does not support assignment related issues.
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is the approved CSAT spiel?
After your case is closed, you may receive a survey to rate your experience.
After your case is closed, you may receive a survey to rate your experience. Please remember my name ___. Thank you for contacting Pearson. Have a great day.
After your case is closed, you may receive a survey to rate your experience. We appreciate your feedback. Thank you for contacting Pearson. Have a great day.
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