Callrevu Call Management Solution Quiz!
9 Questions
| Attempts: 53
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The Operator answers and transferred the caller to parts when they asked for parts. What will you mark in the Executive Summary for: Was the Caller routed to correct department on first transfer?
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Y
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N
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N/A
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About This Quiz
CallRevu Process Quiz
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- 2.
On Paragon Auto -If Caller calls back as he did not receive a call back or has not received information that were promised.
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Send an alert
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Mark DNT
Correct Answer
A. Send an alertExplanation
SEND ALERT if Caller calls back as he did not received a call back or has not received information that were promised. This would help avoid a possible CSI.Rate this question:
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- 3.
Unidentified Agent in Sales answers. Caller; Unidentified, has dialed a wrong number. Call ends. Which department would this be?
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Lease
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Used
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Other
Correct Answer
A. OtherExplanation
As there is no query, the department would be marked as Other.Rate this question:
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- 4.
Auto Attendant answers. Caller; Unidentified does not respond, call ends. This will be a DNT.
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Yes
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No
Correct Answer
A. NoExplanation
It will be a DNT, if the task sheet mentions it is a DNT. Eg. – Scott Honda.Rate this question:
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- 5.
Unidentified Agent in Service answers. Caller; Jose Torres, wants to speak with someone in Parts. Unidentified Agent in Parts answers. The caller wants to know the availability of vent to his 05 TL on right and left side doors of the dashboard. Agent says they are not in stock and has to be ordered. Agent says the left side vent costs $62.87 and right side vent cost $39.15. The caller wants the availability of burgundy red caps that open the door. Agent asks for the VIN #. The caller gives the VIN #. Agent says they are in stock. The caller wants to place the order. The agent confirms the order. The caller says thank you, call ends. What is missing?
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Agent Name
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Appointment
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Capitalized Model
Correct Answer
A. AppointmentExplanation
Should be Appt: OpenRate this question:
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- 6.
If the Caller gives one phone number, you will put that number in the Alt Phone Number field under Appointment Details.
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True
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False
Correct Answer
A. TrueExplanation
If the Caller calls in from work, and they give both their work number (which shows at the top right) and their cell number, you will put the cell number in the Alt Phone Number field.Rate this question:
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- 7.
If a caller is asking for someone in Sales and the call goes to VM, it should be sent as an ALERT.
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True
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False
Correct Answer
A. TrueExplanation
If caller asks for a specific agent in Sales and call goes to VM, it will not be an alert. However, if caller asks for someone in Sales and call goes to VM, it will be an alert.Rate this question:
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- 8.
Unidentified Agent in Sales answers. Caller; Travis Knowles, wants to terminate the early lease on his TSX and wants to know there is any penalty on it. Agent says there is no penalty on it. Caller wants to know if he can trade in his vehicle for a new vehicle. Agent asks the Caller to bring in his vehicle for an appraisal. Caller says he is not interested in trading his vehicle. Caller says thank you, call ends. Which department would this be?
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Used
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Lease
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Administrative
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Finance
Correct Answer
A. LeaseExplanation
Caller wants to terminate the early lease. The department would be Lease.Rate this question:
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- 9.
Caller put on hold for about 5 minutes w/o pick up. Call ends. You will:
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Mark DNT
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Send alert if the caller does not call back
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Transcribe caller was placed on long hold.
Correct Answer
A. Send alert if the caller does not call backExplanation
Check whether the caller called back. If not, send an alert to avoid possible CSI issue.Rate this question:
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Quiz Review Timeline (Updated): Mar 22, 2022 +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 22, 2022Quiz Edited by
ProProfs Editorial Team -
Apr 06, 2010Quiz Created by
Kumarsanj
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