Worksheets12/6
Total questions: 27
Worksheet time: 7mins
Training Schedule Days are:
Monday, Wednesday, Friday, and Saturday
Monday, Tuesday, Wednesday, Thursday, and Friday
Monday, Wednesday, Saturday, and Sunday
To login to the computer, you must use your personal email as your username
True
False
EIS is used to
Clock in and clock out
To approve your timesheet
To get the Employee handbook
To check your PTO
All of the above
We leave on Friday at _ pm
(a)
What TV service will you be selling
Who knows
Comcast
Nextflix
DIRECTV
Cellphones are allowed where? (select all that apply)
Hallways
By the lockers
Breakroom
Bathrooms
The game room
If I get caught on my phone, I will get ___
A bonus check
A final
A prize
It's okay to fall asleep in the classroom.
It doesn't matter
True
False
Nobody cares
We will be selling DIRECTV (select all that apply)
Via Comcast
Via Satellite
Via Cable
Via Internet
DIRECTV is an internet service.
True
False
"E" in CARES stands for
Empower
Embrace
Elevate
Expert
"S" in CARES stands for
Self-install
Summarize
Setup
New customers will get Netflix with DIRECTV services
True
False
How long is our lunch break?
30 minutes
45 minutes
1 hour
DIRECTV provides
cable cords services
tv services
medical services
"C" in CARES stands for
Call Center
Customer Connection
Can't connect
An assumptive close is a statement, not a question.
True
False
CCKM stands for?
Customer Connect Knowledge Management
Caring Connect knowledge management tool
Knowledge manager tool
CCKM allows you to? ( select all that apply)
Search for an article.
Create a Favorite.
Read an article.
Process an order.
The (a) section is where to Top Favorites and My Favorites are located.
What is the best way to search for an article?
One keyword is enough when using the Search Bar.
Who knows!
Be Specific. Enter more than one keyword or phrase in the Search Bar.
Shortcut for Copy?
C
CTRL+C
Press Enter
What is our LEAD offer?
DIRECTV via Satellite
DIRECTV via Internet
NOT telling your customer the truth is a violation of DIRECTV's policies.
True
False
It doesn't matter
(a) is an acronym that includes behaviors and commitments that will guide you when engaging with customers enabling you to provide the best customer experience.
Which part of the call will you demonstrate this behavior: Warmly welcome the customer with genuine concern and a helpful tone.
When you place the customer on hold
When we clock out
At the beginning of the call
When we are asking discovery questions
The products use in the group activity were (select all that apply)
A generator
A vacum cleaner
A christmas tree
The electric cup
The future car
