Wrap Up & Validation Protocol Quiz

When wrapping up a NB (New Business) call,
What information should the agent verify with the customer?

• The customer's past due balance visible on the account

• The customer's credit card number entered on the account

• The customer's last (3) service appointments in the history on the account

• The spelling of the customer's first and last name

When wrapping up a NB (New Business) call,

What should the agent omit when reading the property address?

• The street name

• The zip code

• The city and state

• The apartment number

When wrapping up a call,
What should the agent confirm when scheduling Current Customer calls?

• The spelling of the customer's first and last name

• The customer's last service date

• The total amount with tax

• The day, date and time range of the appointment

When wrapping up a call,
What should the agent omit from confirming when scheduling Current Customer calls?

• The contact number and contact email

• The street address only

• The Pest issue

• The day, date and time range of the appointment

When wrapping up a NB (New Business Call) call,
What must be reconfirmed in verbiage when services have been sold?

• The name of the service sold

• The cost of the service sold

• The first and last name of the customer

• All of these