WorksheetsLOYALTY
Total questions: 10
Worksheet time: 5mins
What does AER stand for?
Acknowledge
Empathize
Reassure
Acknowledge
Emphasize
Reassure
Answer
Empathize
Restore
Saving Strategy:
1- Discover
2- Influence
3- Close
1- Greeting
2- Reason of the call
3- AER
1- Reselling the Value
2- Right Sizing the Plan
3- Credits and Promotions
Hold or silence for 4 or more minutes in duration:
Call Avoidance
Excessive Hold/Mute
Failure to Escalate
Transferring customer without their knowledge or when customer requests to not be transferred
Unauthorized access
Call Avoidance
Blind Transfer
Save Attempt
1- Reselling the Value
2- Right Sizing the Plan
3- Credits and Promotions
1- Discover
2- Influence
3- Close
1- Personalize solutions (Saving Strategy)
2- Assume the Save
3- Waterfall the savings
What does CPNI stand for?
Customer proprietary network information
Customer personal network information
Customer personal non information
What does SPI mean?
Sensitive Personal Information
Sensitive Programming Internet
Sensitive Proprietary information
Camping-delaying disconnect after transfer or the end of the call
Call Avoidance
CPP
No Response
Adding new service when customer doesn't qualify for it
1. Add a new service
Flipping
Other
What does CPP stand for?
Customer protection policy
Customer personal policies
Customer personal protection
