WorksheetsGood > Better > Best
Total questions: 10
Worksheet time: 14mins
You've received a call from John Smith. He is seeking assistance with activating his Connected Services. While on the call, you advise him of the places he can find his VIN and congratulate him on his new vehicle. This demonstrates which 2 Quality Attributes.
Resolution
Interactive
Willingness/Appreciation
Customer Effort
Demonstrating a credible and knowledgeable demeanor throughout an interaction with a customer shows which of the following Quality Attributes?
Customer Effort
Willingness/Appreciation
Expertise
Resolution
Suzie Q asked her customer how many times she attempted to log in to her Jeep Account. This would fall under which Quality Attribute?
Expertise - Discovery & Probing
Resolution - Resource Engagement
Interactive - Greeting
Willingness/Appreciation - Empathy/Reassurance
Effectively controlling the flow of each interaction would show that you are demonstrating which TWO Quality Attributes?
Interactive - Contact Control
Willingness/Appreciation - Ownership
Customer Effort - Easy to do Business with
Expertise - Knowledgeable on how to Resolve
Jane demonstrated a friendly and professional demeanor throughout her call with Julia Smith. This would fall under which Quality Attribute?
Customer Effort - Listening
Interactive - Professional/Friendly
Willingness/Appreciation - Accountability
Resolution - Empowerment
Kept commitments and minimized customer effort wherever possible falls under which of the following Quality Attribute?
Customer Effort
Expertise
Willingness/Appreciation
Resolution
While on a call, if we congratulate a customer for being a part of the "Jeep Family," this would mean we are demonstrating:
Willingness/Appreciation
Expertise
Customer Effort
Resolution
AER would be found under which Quality Attribute?
Willingness/Appreciation
Interactive
Expertise
Customer Effort
For any cases that need escalation we would need to follow which Quality Attribute?
Resolution - Resource Engagement
Interactive - Contact Control
Expertise - Knowledgeable on how to Resolve
Willingness/Appreciation - Appreciation
"Thank you for calling Jeep Connect..." will fall under which Quality Atttribute?
Interactive - Greeting
Willingness/Appreciation - Ownership
Customer Effort - Commitments
Resolution - Resource Engagement
