Review OB

Review OB

1st - 3rd Grade

40 Qs

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Review OB

Review OB

Assessment

Quiz

English

1st - 3rd Grade

Practice Problem

Easy

Created by

Rochelle Miole

Used 24+ times

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40 questions

Show all answers

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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