Hibernation & Engagement Quiz

When do you hibernate accounts? (Select all that applies)

• For every RPC

• After you escalate the account to your support

• Following up with a customer

• Based on a customer's request of a specific time

Should you consider the customer's time and notazo's time when hibernating accounts?

• Yes

• No

What is the correct steps in hibernating an account when a customer requests a call back?

• Click on the hibernate button, select the correct date and time, select "customer requested call back" then type the reason and hibernate to self/queue

• Click on the escalate button, select the correct date and time, select "customer requested call back"

• Click on the hibernate button, select reset, adjust the date and time, type the reason then hibernate to yourself

• Click on hibernate button then return to queue.

John requested a call back for 11pm his time. How would you proceed with this request?

• Hibernate the account for the time provided by the customer then select "save and close"

• Advise the customer that the time is beyond our normal business hours however, you can provide a call back the next day at a more convenient time for the customer.

• Hibernate the account for 11pm, select "customer requested call back" then hibernate to self

• Notate the account then return to queue

What does the acronym A-E-R stands for?

• Ask, Escalate, Return

• Answer, Examine, Read

• Apply, Escalate, Reset

• Acknowledge, Empathize, Reassure

Alexis dog died last Friday. The customer relayed this information to you. How would you respond?

• I'm sorry to hear, let's get this payment taken care of now

• Ok. Can we take care of your returned payment today then discuss that later?

• It's only a dog Alexis. Your account is about to be sent to a 3rd party. Getting it back on track is of utmost importance

• My sincere condolences on the passing of your pet. I know how difficult this might be for you. Rest assured, we are here to assist and will help get your account back on track.

What are some good rapport building questions?

• What is the color of your hair?

• You sound like a male. What is your gender?

• How is your day?

• I hear a baby in the background, is that your baby?