GRIT CALL FLOW QUIZ 2

What is the first element in the Call Flow by Design?

• Collect or Confirm Demographics

• Consultative Sales Approach/Problem Solving

• Probing Questions/Active Listening

• Greeting- Call Introduction

What type of information is collected from a new customer during the call introduction?

• Street Address

• ZipCode

• All of the above

• First Name/Last Name

What is the average call time for a current customer?

• 3-5 mins

• 6-10 mins

• 5-7 mins

• 2-4 mins

What is the most used open-ended question for bedbugs?

• Are they going in and out of a particular area?

• Are there wings falling off?

• How many are you seeing?

• Where are you seeing the activity?

What is the next step after probing questions/active listening in the call flow?

• Wrap up Validation

• Collect or Confirm Demographics

• Consultative Sales Approach/Problem Solving

• Greeting- Call Introduction

What should be done if a customer is unwilling to give demographic information?

• End the call immediately

• Skip to the wrap up/validation

• Jump to asking questions about the pest

• Ask probing questions about the structure

What should be done if a customer is requesting to cancel service?

• Confirm coverage for pest

• Use the customer cancelling scripting

• Follow scheduling protocols in rate card

• Proceed to review account

What should be done after the consultative sales approach in the call flow?

• Greeting- Call Introduction

• Probing questions/active listening

• Go for the close/manage objections/solidify a solution

• Collect or confirm demographics

What should be done after the wrap up/validation and closing in the call flow?

• Confirm program details with customer

• Follow scheduling protocols in rate card

• Proceed to review account notes

• Add any required notes in the customer account documenting the interaction & call and set disposition

What should be done after ending the call in Five9?

• Disposition with appropriate call category

• Add worksheet required questions

• Tag any items if front if call generated from there

• Log out of CRMs after every call