ACS FUN

Buzz is a CSM working with a client on a huge case. Buzz notices that the client only has a few more hours on their MCH. Buzz knows how important this case is to the client and would like to complete the work within the timeline. Buzz asked for your thoughts on this. What would you suggest?

• Complete the work and deliver to the client since happy customer is our priority.

• Inform the client via email that you will bill extended hours to complete the work. Proceed to completing the work right away.

• Setup a call with the client to offer extended services since they will have a better rate compared to extended hours.

• Email the client that the team would need additional hours to complete the case within the timeline. Proceed only when you have obtained and documented the client’s approval.

Which of the following are the general housekeeping rules in Oracle NetSuite in office and WFH?

• Use shift time productively, save games and non-work surfing for breaks

• Be mindful of slack and email updates

• Never be late on meetings

• Dress appropriately on meetings

• All of the above

What is the correct order of the customer engagement process overview?

• Internal Knowledge Transfer > Welcome Letter > Kick-off Meeting > Job Scoping > Suite Review > Hours Estimation > Job Commencement > Status Meeting

• Kick-off Meeting > Internal Knowledge Transfer > Welcome Letter > Suite Review > Job Scoping > Hours Estimation > Job Commencement > Status Meeting

• Internal Knowledge Transfer > Welcome Letter > Kick-off Meeting > Suite Review > Job Scoping > Hours Estimation > Job Commencement > Status Meeting

• a.      Internal Knowledge Transfer > Kick-off Meeting > Welcome Letter > Suite Review > Hours Estimation > Job Scoping > Job Commencement > Status Meeting

You originally scheduled a SuiteReview next week, Tuesday, as you just completed your kickoff meeting. But XYZ Company wanted to delay the SuiteReview rescheduling it two months later. The PFC have tried negotiating the timeline, but the Company is fixed on having the SuiteReview two months later. How would you proceed with the process?

• Acknowledge their suggested timeline but reiterate the importance of SuiteReview. Then proceed in requesting for the Customer’s list of priorities for your team to assess if it is possible to start the task prior the SuiteReview process.

• Cancel their subscription as they are not willing to follow our Customer Engagement Process

• Do not stop insisting on your preferred timeline. Do it politely by reiterating the importance of SuiteReview to the process. Make sure that you will be able to convince the Customer to have the SuiteReview next step.

The most powerful phrase is "_________"

The ACS model is a pre-paid, use or lose, _______ contract

NSGBU stands for _____________

Job scope and hours estimate are determined from?

• SDD

• KDD

• RTM

• RMA

The following are recommended responses in ACS Consulting Skills in Understanding Difficult Interactions except

• Reframe and

  Rephrase

• Restate and

  Request

• Reorganize and

  Repeat

The following are best practices in ACS Consulting Skills under Meeting Management except:

• Be punctual with your meetings

• Only if necessary, it is ok to cancel meetings on the same day

• Make sure you block the time on your calendar and send an invite to the customer

• Stick to the time and don't go beyond the agreed time