L2 Engagement- Agent Knowledge

Quiz
•
Professional Development
•
Professional Development
•
Hard
Felicity Hibbler
Used 1+ times
FREE Resource
7 questions
Show all answers
1.
MULTIPLE SELECT QUESTION
30 sec • 2 pts
Which of these are consider an auto fail for quality during a call?
Not mentioning survey
Not asking customer if they are in a safe space to troubleshooting
Not introducing yourself or purpose of calling
Not mentioning recorded line
2.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
When coming in for the day, what is the first thing we should be checking?
overdue tasks
tasks for today
Updated by L3
3.
REORDER QUESTION
45 sec • 5 pts
Rearrange guiding principles in order
Communication
Results
Integrity
Diviersity
Relationships
4.
CLASSIFICATION QUESTION
1 min • 2 pts
Match the following
Groups:
(a) DO'S
,
(b) Don'ts
Confirm if they are original owner
Review GCSI for confirmation of RO usage
Confirm if they are on a paid or free trial
Send trial extension to TRT to "see what we can do"
Provide trial extension/ credit while issue is still persist
Send trial extension on a paid service
5.
MULTIPLE SELECT QUESTION
20 sec • 2 pts
What features can a customer perform on their smart watch?
Drive alerts
Check fuel level
Start vehicle
Send & Go
6.
MULTIPLE SELECT QUESTION
30 sec • 3 pts
What are our key performance measurements?
Attendance
Keeping commitments
Task completion rate
Setting expectations for customer
Cases closed per productive hour
7.
FILL IN THE BLANK QUESTION
30 sec • 10 pts
*BONUS QUESTION*- How long has the FL location been open?
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