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Total questions: 33
Worksheet time: 45mins
Norton Security Online works on:
Computers
Smartphones
Smart TVs
Consoles
Tablets
Complete the sentence: "FBB stands for Feature, (a) , Benefit."
The definition of Discovery Questions is:
Questions that help you narrow the gap between you and the member.
Questions that we need to ask so that we can get a good quality score.
Questions that enable us to customize our pitch, based on the member needs.
Questions that give us a better understanding of the issue.
Select the correct FFB statement:
"This includes our support over the phone so, we need to activate this, in order for us to help you."
"This product is a favorite amongst our members, so I'm sure you will love it!"
"This plan will help you save time and money in the long run, so that you can spend those on things you enjoy."
Select the proper features of McAfee:
It can protect against viruses, so that they don't slow down your computer.
It gives an extra range of mobile protection with features such as, locate, lock and wipe.
It has 5 licenses to ensure a wide array of devices is protected?
It can ensure you data is safe while connecting to public Wi-Fi networks.
Write down all the features/ benefits that come in with a Yahoo Mail Plus subscription.
Explain in your own words the importance of building rapport/ small talk.
Which of the following is not provided by Assist?
Smart device support
Yahoo account support
Windows password resets
Printer setup
What are discovery questions?
Would you consider "Is this account your main account" a discovery question? Explain your answer.
Select the proper FBB statement.
It has 24/7 support for any issue with your account.
It can help you protect yourself, so that you can surf, browse and shop more safely.
Before we pitch we must always provide the (a) .
LastPass Premium is sold as:
A standalone subscription.
Part of the Yahoo Plus Support subscription.
A part of the Yahoo Plus Secure plan
Part of the LastPass Family subscription
Select the disclaimer:
"Our support is a premium service so please have a card ready."
"Assistance over the phone is a paid service so tell me if you would like to proceed."
"Just so you know, our assistance over the phone is a paid premium service."
Select the proper transition statement:
"I understand you are unable to get into your account, so let's go ahead and sign you up for our support."
"Earlier you told me that you have issues with your computer, so the best solution for you right now is..."
"You have multiple issues with your account, so I want to activate Yahoo Plus Secure."
Select the call flow steps in order.
Introduction
Discovery
Probing
Establishing the issue
Empathy and reassurance
Select the products that have free trials:
Yahoo Mail Plus
Yahoo Plus Secure
Yahoo Plus Support One Time
Yahoo Mail Plus Mobile
Select the resellers from the list:
Norton Security Online
Access + Forwarding
Yahoo Mail Pro
Yahoo Protect Premium
McAfee Multi Access
Select the correct offer sequence:
Yahoo Mail Plus, Yahoo Plus Secure, Yahoo Plus Support One Time
Yahoo Plus Secure, Yahoo Plus Support, Yahoo Plus Support One Time, Yahoo Account Key
Yahoo Plus Secure, Yahoo Plus Support, Yahoo Plus Support One Time
System Mechanic is:
Like a mechanic for your computer
A PC optimizing software
A reseller
A subscription
Complete the sentence: "The part I love most about Malwarebytes is _____ "
Select the proper discovery questions:
"When was the last time when you were able to sign in?"
"How do you normally access your account?"
"Do you use any service to help with your devices?"
"Do you usually connect to public Wi-Fi?"
Yahoo Plus Secure is our:
Lead offer
Best plan
Spawn
Happy kitty
When do we read legal requirements?
Every time they appear.
Whenever we need to inform the member about a change
When thy soul reaches Nirvana, happiness is reached.
Whenever we feel like it.
Select the subscriptions that are priced $4.99/ month
Yahoo Plus Support + LastPass
Malwarebytes ( 3 )
System Mechanic
McAfee Multi Access
Norton Security Online
Select all the subscriptions that can be sold in Europe.
Yahoo Plus Support EU
LastPass Premium + Family
Yahoo Plus Support One Time
Access + Forwarding
Yahoo Plus Support EU provides:
24/7 Support for Yahoo related issues and tech support for almost any device
Assistance over the phone for Yahoo, as well as LastPass Premium, just like the US version.
Support over the phone for almost any hiccup regarding Yahoo.
Select the assumptive close:
"With all this being said, let's go ahead and sign you up for this, it goes for only $12.99/mo. Tell me, what card would like to use?"
"So this plan is the best option for you, based on my recommendation."
"This is our best bang-bang-for-a-buck so i suggest you buy this over anything else, which goes for $12.99/mo, thus we need a card to activate this."
“Let’s go ahead and get you signed up. Okay?”
On what operating systems does System Mechanic work on?
(a)
Present two techniques that you can use during the discovery process.
Rapport building should be done before:
Discovery
Probing
Discovery and Probing
Verification
Present 3 benefits of a reseller of your choice.
Give a FBB statement.
