1) Should we apologize when the customer is explaining the difficult time they are having with our company? a) No b) Maybe c) Yes d) Why tho 2) What is the appropriate First Time Response? a) Respond within 10 minutes b) Respond within 3 minutes c) Respond within 8 minutes d) Whenever I want to 3) When it comes to emails... a) We send it through the outlook app b) We send it through Salesforce c) We send it through the outlook online d) I don't want to send emails 4) Can we retain the customer to leave the comments? a) Of course! b) Never in the life c) Why not, tho? d) I don't even go here 5) If the driver asks me to wait for him I... a) Wait one hour if needed b) Hang up c) Advise I can wait up to two minutes d) Driver, who? 6) If I am receiving an Inbound Call I... a) Advise the call is being recorded b) Hang Up c) I greet the customer, introduce myself and ask for invoice d) What is an inbound call? 7) When I transfer the call to another department I... a) Advise the customer is going to be transfer, before doing it b) I never transfer c) Transfer without letting the customer know d) Hang Up 8) We should update the Sales/Customer/Driver when we place them on hold... a) Approximately every two minutes b) Every 5 minutes c) Never d) Every 10 minutes 9) Before ending the call we should... a) Bless the customer b) Wish a bad day to the customer c) Wish a wonderful day to the customer d) Offer final assistance

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