Day-1 Knowledge Check for Welcome Calls

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

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

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

Which would be the 2 types of Welcome Calls?

• Abandons and Upsells

• Abandons and Reorders

• Wellness Check In and Reorders

• Upsells and Reorders

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

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

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

Is HelpGrid a BPO Center?

• Yes

• No

• What is BPO?

• I have no idea

The Welcome Calls are related to:

• Customers who navigated through the website and put the product into the cart but did not proceed to check out

• Customers who bought our product already and now we want to upsell them or make them reorder

• Customers who want to have a free trial of the product before buying it

• Customers referred to as abandons

The best way to engage customers is by:

• Talking everything about the product very quickly so that the customer does not have time to think about objections

• Making up lies about the product to make the customer believe it can heal a lot of diseases

• Asking a lot of open-ended questions to make them open up and create rapport by using points of connection

• Saying that they must buy it today otherwise we will not have the product anymore tomorrow