2023 - WC - 1st Knowledge Check

Which would be the HelpGrid Critical Success Factors?

• Empathy, Product Knowledge, Persuasion, Active Listening, Close and Follow Up

• Empathy, Product Knowledge, Active Listening, Transactional Mindset, Close and Follow Up

• Empathy, Persuasion, Active Listening, Transactional Mindset, Close and Follow Up

• Empathy, Persuasion, Active Listening, Conversational Mindset, Close and Follow Up

What types of Welcome Calls do we currently cater? Choose ALL the correct answers.

• Upsells

• Reorders

• Cross-sells

• Down-sells

True or False. Upsell is when the customer has just made a purchase and we call to convince them to buy more units.

• True

• False

True or false. Re-order is when the customer has purchased the product some time ago and we want to convince them to replenish their stock.

• True

• False

Choose the call availability indicator which means it’s either too early or too late to call the customer.

• 
• 

Call availability feature follows which time zone?

• Agent’s time zone

• Customer's local time zone

• PST as the standard time zone for all

• EST as the standard time zone for all

When is it considered too early to call the customer?

• 06:00AM to 08:59AM customer’s local time

• 06:00AM to 08:59AM PST

• 09:00PM t 05:59AM customer’s local time

• 09:00PM to 05:59AM PST

When is it considered too late to call the customer?

• 06:00AM to 08:59AM customer’s local time

• 06:00AM to 08:59AM PST

• 09:00PM to 05:59AM customer’s local time

• 09:00PM to 05:59AM PST

Which of the tools below serve as our Knowledge Base when addressing customer’s concerns and queries? Please select all that apply:

• Help Portal

• Factorial

• Wizard

• Affiliates Account

When asking probing questions, it’s best to .

• Ask specific to generic questions

• Ask generic to specific question

• Ask generic questions only

• Ask specific questions only