WorksheetsCL Knowledge Check Week2
Total questions: 10
Worksheet time: 8mins
What salesforce option is used to start a case during an interaction with a customer?
Add Case
Create Case
Create Document
New Comments
What options are available for customer to receive a referral code? Select all that applies
Brochure
Text
Mailed copy of referral card
Caller reports contract signer recently passed away and would like to cancel service. What team assists in resolving the request?
NOC
Exception Review
Strategic Business Development
Retention
Which customers DO NOT qualify for referral program? Select all that applies
Channel Partners
DIY
Canadian Customers
DBC Pro customers(Standalone DBC only)
all customers qualify for referral code
True/False: Mrs Smith was installed less than 24 hours and is now requesting cancellation. She should be transferred to AMI for support.
True
False
Jose mentions during your interaction that this is his 6th call for the day and have not received the support he requested. He has been transferred from one department to another and is now looking to cancel the service. What should you do to take care of the customer?
Check "WHY" he was calling and then transfer to the right team
Transfer customer to Escalation Line
This is a CODE Red situation, Raise Your Hand and reach out to supervisor
Take call as normal, provide at least 2 save offers
In order for a customer to cancel their service, what information should be included in their Notice of Cancellation? Select all that applies
Customers Name
Account Number
Date of Birth
Service Number
Customer Signature on physical NOC (sent by email)
True/False: Contract term must be either 24 or 60 months.
True
False
Mr Garcia is interested in purchasing some additional carbon monoxide detectors. Customer agreed to the total cost of the additional detectors. Should a goodwill credit be offered to help the customer?
No, the customer has agreed to pay the costs willingly. There is no need to proactively offer a credit
Yes, offering a credit can improve customer experience.
Customer is within ROR period and refusing all the save offers mentioned during the call. They are firm at cancelling the service at this point. What is the correct next step to help the customer?
Transfer to ROR 2nd Look team
Process cancellation
Transfer to Supervisor to start cancellation
Provide NOC information for customer to submit
