Review OB

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

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

Who are our customers? Select all that applies.

• Sales Rep

• Campus Bookstore

• Educators

• Students

True or False

Customers contact Support by starting at the Contact Us link on the Pearson Support site.

• True

• False

(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​

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.

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.​

Which of the following statement is correct?

• Thank you for that  informations.

• We appreciate your feedbacks.

• I was born on 2001.

• Pearson is based in the US.

I was ____ by my doctor to get some rest.

• advise

• advice

• advised

How can you make the statement below right?

Please open your computer.

• Please plug your computer

• Please turn on your computer.