
Day-1 Knowledge Check for Welcome Calls
Authored by Anonymous Anonymous
Professional Development
Professional Development
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10 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Please select the best option regarding your tasks as a Welcome Calls Agent:
You should call existing customers and sound transactional
You should call existing customers and sound conversational
You should call new customers and sound transactional
You should call new customers and sound conversational
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which are the correct hours to call our customers?
24 hours per day
Between 09 AM and 09 PM in the customer´s time zone
Between 08 AM and 08 PM in the customer´s time zone
Between 09 AM and 09 PM in the agent´s time zone
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What should we do in case we see a red phone item in the ticket´s inbox?
We should call the customer anyway as we can do it 24 hours per day
We should ignore this ticket and move to the next one
We should contact the Team Leaders to fix this issue with the engineers
We should not call them but send an Invoice instead
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which would be the 2 types of Welcome Calls?
Abandons and Upsells
Abandons and Reorders
Wellness Check In and Reorders
Upsells and Reorders
5.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Please select ALL the correct options regarding the Welcome Calls UPSELLS:
We are calling existing customers
These customers have just bought our product
Our goal is to convince them to buy more bottles of the same product
We can call them between 09 AM and 09 PM according to their time zone
6.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Please select ALL the correct options regarding the Welcome Calls REORDERS:
We are calling existing customers
These customers bought our product some time ago
Our goal is to convince them to renew their stock
We can call them between 09 AM and 09 PM according to their time zone
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Hi, my name is Léo, and I am calling you on a recorded line from Prodentim, the natural supplement for your gums and teeth health. I can see you´ve purchased one bottle of Prodentim some time ago and I am calling you to do a wellness check in and get to know more about your experience with our product so far.
This call is related to an abandoned cart recovery
This call is related to a welcome call upsell
This call is related to a welcome call reorder
This call can be made at 08 AM according to the customer´s time zone
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