Cpw Bonus Quiz Preston

18 Questions | Total Attempts: 123

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Preston Quizzes & Trivia

Test your knowledge on the new Bonus structure, score 100%, and you will have a chance to win an iPod Shuffle!Please ensure that you enter you name in the following way: Full name including CPW added numbers. Ie. Joe Smith 07Also, only your first entry will count, so make sure you give it your all. Good luck!


Questions and Answers
  • 1. 
    When does the new bonus start?
    • A. 

      1st May

    • B. 

      15th May

    • C. 

      1st July

  • 2. 
    What percentage of your bonus is your call performance worth?
  • 3. 
    How many of your calls will your Team Manger listen to throughout the month for your bonus assessment?
  • 4. 
    Which of the following is not one of the key areas you will be assessed on for your call quality performance?
    • A. 

      Connect

    • B. 

      Exploring

    • C. 

      Knowledgeable

    • D. 

      Call Handling Time

    • E. 

      Negotiate and Resolve

  • 5. 
    How may questions can be marked on a scale of 0-3?
  • 6. 
    How many questions can be marked as a Yes or a No?
  • 7. 
    If you receive a 'No' on one of your call assessments, what would be your score for that call?
    • A. 

      0%

    • B. 

      25%

    • C. 

      50%

  • 8. 
    If you have 3 or more calls marked as a 0%, you will not receive any bonus for that month. True or False?
    • A. 

      True

    • B. 

      False

  • 9. 
    In the call assessment, how is FTF (First Time Fix) scored (refer to the Call Definitions Dictionary)?
    • A. 

      Yes or No

    • B. 

      0 - 3

  • 10. 
    Using the Call Definitions Dictionary, which of the following would prevent you from achieving the top score of 3 in the 'Connect' section?
    • A. 

      Overall call sounded positive

    • B. 

      Empathised with the customer

    • C. 

      Used negative language throughout

  • 11. 
    Using the Call Definitions Dictionary, which of the following would prevent you from achieving the top score of 3 in the 'Exploring' section?
    • A. 

      Used verbal nods throughout the call

    • B. 

      Interrupted/spoke over customer on occasion

    • C. 

      Sought affirmation from the customer throughout

  • 12. 
    Using the 'Conclude and WOW' section of the Call Definitions Dictionary (score band 3), complete the following: 'Customer has opportunity to ________________'
    • A. 

      Address any other issues and queries

    • B. 

      Leave the call unclear and dissatisfied

    • C. 

      Shout and antagonise the advisor

  • 13. 
    What percentage of your bonus will be based upon an operational focus and will be communicated to you at the start of each bonus month?
    • A. 

      10%

    • B. 

      15%

    • C. 

      20%

  • 14. 
    Which of the following must you achieve to qualify for your bonus?
    • A. 

      80% of calls transferred to sales for an upgrade

    • B. 

      80% of calls logged on CMI/CRT

    • C. 

      80% of customer accounts must have care notes added

  • 15. 
    You have logged 80% of your calls on CMI and you have achieved the 20% Variable Element. In May, what overall percentage score do you need to achieve on your call quality assessment to gain Stretch Bonus of £450.00?
    • A. 

      75%

    • B. 

      80%

    • C. 

      85%

  • 16. 
    In May, you can receive a part bonus if you log 80% of your calls on CMI, achieve an overall call quality percentage of 75% but miss on your 20% Variable Element. True or false?
    • A. 

      True

    • B. 

      False

  • 17. 
    You can achieve partial bonus if you log 80% of your calls on CMI, achieve your 20% Variable Element but miss on your call quality. True or False?
    • A. 

      True

    • B. 

      False

  • 18. 
    Which element of Engage will form part of the TM bonus under the new bonus scheme?
    • A. 

      First Time Fix

    • B. 

      Net Promoter Score

    • C. 

      Knowledge and Expertise

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