Stellantis Five9 Overview

What do you set your agent status to ONLY when instructed to do so by a manager, supervisor or trainer?

• Sign out of Five9 completely

• 
  Time Away

• 
  Break

• 
  Development

When going to lunch- you need to sign out of Five9 completely.

• True

• False

You are scheduled to go on break. What do you set your agent status to?

• Set status to "break"

• Set status to "development"

• Log out of Five9 completely

• Set status to "time away"

You have clocked in for the day and are ready to start making calls. What do you set your agent state to?

• Development

• Ready (Voice)

• Stay in not ready, call with come in automatically

• Ready For...

What do you have to click to bring up your script?

• The script will autopopulate

• "Worsksheet"

• The script tab

• Read the hard copy of the script

If we are leaving voicemail messages where do you find your voicemail script?

• We do not leave voicemail messages

• Use the voicemail script from the Stellantis document

• The voicemail script will show on the interaction tab

• In the worksheet, after selecting Voicemail

When scheduling an appointment what fields are required to fill out in the interaction tab?

• The Appointment Date/Time and include the appointment template in the comments

• The customer e-mail and the appointment Date and Time

• The Appointment Date and Time

• The customer address, Date and Time

True or False: Agents are required to inform a customer on all calls that “the call may be recorded for quality assurance purposes”?

• True

• False

You let the customer know there are new incentives released and have confirmed the zip code. What do we do next?

• Place the customer on hold to look up incentives

• Check the incentives while the customer is on the phone

• Provide the customer with a generic $1,000 incentive

• Invite the customer in to test drive the vehicle then look up the incentives

Before placing the customer on hold what should we say?

• Thank you. I'm going to place you on a brief hold to check on those offers.

• Hold for me

• Don't say anything and place the customer on hold

• Give me a sec alright