WorksheetsE. Call Flow
Total questions: 10
Worksheet time: 4mins
When Answering a Call You Must Always Include the following..
The Name of the Company
The Company's Logo
The Company's Tag Line
A Catchy Greeting
Which statement is a reassurance statement?
May I place you on hold?
What is your account number?
I am happy to help you with your account
Thank you for calling...
When probing to gather more information what type of questions should you use?
Trick
Close Ended
Smart
Open Ended
At the end of the call, you may ask the customer to do what?
Take a survey
Call back again
Give their account number
Give you their name
The ending of the call is called the what?
Opening
Reassurance
Close
Probe
When placing someone on hold you should always ask their permission.
True
False
When removing someone from hold, you should always do what?
Thank the caller for holding
Say "I'm back"
Do nothing
Ask for their account number
Caller's should be place on hold for no more than how many minutes?
five
10
two
30
Which one is not used for verification
Address
Account Numbers
Time of Day
Mother's Maiden Name
You verify the customer to make sure the following:
You are speaking with the person authorized to discuss the account
That you are meeting your metrics requirements
You know their business
The caller will buy a product
