WorksheetsDay 4 Fun
Total questions: 20
Worksheet time: 6mins
What time does class starts?
11 am
Whenever I come
1 pm
In training how does lunch work?
We take it when we want
we all go together
It doesn't matter
KM stands for?
Customer Connect Knowledge Management tool
Caring and knowing management tool
KM makes it easier for you to provide DIRECTV customers with great customer service.
True
False
Absolutely NOT!
What part of CARES behavior you will be using if you ask the customer : " Can you share with me what type of movies you enjoy watching?"
Research & Discovery
Summarize
Customer Connection
DIRECTV's customers can take their TV services on the go.
True
False
Press Enter
Which part of CARES behavior an agent is using if he/she said: "I'm glad you gave us a call and it will be my absolute pleasure to go over our different packages and make sure it includes all your entertainment needs"
Expert
Summarize
Customer Connection
Shortcut to Lock computer
WINDOWS KEY + L
Computer + Key
Just walk away
What is our LEAD offer?
DIRECTV Satellite Satellite
DIRECTV Stream Premier with Device
NOT telling your customer the truth is a violation of DIRECTV's policies.
True
False
It doesn't matter
DIRECTV offers two different ways to enjoy programming. (Hint: Select the 2 correct ones)
Connect via satellite
Connect via wires
Connect via Cables
Connect Via Internet
What is your trainer's favorite cartoon character?
Mufassa
Sttich
Spiderman
When a customer sign up with DIRECTV, they will get Netflix too.
True
False
It depends on their credit
DIRECTV's packages are (Select ALL of them)
Classic
Entertainment
Premier
Choice
Ultimate
Customer's can take their TV service on the go using the (a) . (Hint: word start with "A")
A disclosure must be read ____ to a DIRECTV's customer.
free-styled
VERBATIM
if an agent feels like it
Iconic series, award-winning movies, fresh originals, family favorites, and the best entertainment for every mood.
ESPN+
Max
Hulu
We asked open-ended discovery questions to find the customer's
Business
FABs
WINs
Customer's WINs stand for
Wants
Interests
Needs
Willingness
Insights
Needs
What type of questions do we ask our customer? (Select all that apply)
open-ended questions
Tricky questions
Classic questions
follow-up questions
