APLUS QUIZ

When is the MOST important time to listen on a call? 

• Start

• Middle

• End

What does the 'U' stand for in A-PLUS? 

• Understate

• Unverified

• Understand

You should offer more assistance on every call.

• True

• False

If a customer is unwell, what's a good way to close off the call? 

• Stay well

• Get well soon

• Take care 

Why is it important to acknowledge on a call?

• The customer will rate us higher on the post call survey 

• The customer feels listened to

• The customer feels loved

What is a probing question you could ask if a customer said they sold their vehicle?

• What is your address?

• Who owns the vehicle now?

• When did you sell the vehicle?

What is most important to gain on a call?

• Trust

• Skills

• Friendship

Which of these are tips & tricks suggested earlier?

• Control the call

• Relevant info

• Knowledge

You no longer need to promote digital adoption using APLUS

• True

• False

What are we hoping to achieve from applying A-PLUS? 

• To prevent callbacks and rework 

• To understand how to apply critical thinking

• To create a better understanding of complex issues