CSR Weeks 3 & 4

The statement suggests that incoming phone calls are recorded, evaluated, and scored to ensure customer satisfaction over the phone. This implies that the organization values customer satisfaction and takes measures to monitor and improve the quality of their phone interactions. Therefore, the correct answer is "True."

It is important to have an Account Manager or a member of management handle payments on a late account because they have the authority and expertise to address any issues or concerns related to the account. This ensures that the payment is properly recorded and any necessary follow-up actions can be taken if needed. By involving someone in a position of authority, it also adds a level of accountability and professionalism to the payment process.

To meet the COD/Cash on Delivery/First Payment goal, the salesperson should ask the customer all of the given questions. By asking if the customer would like to own the product the cheapest way possible, it suggests the possibility of a payment plan or financing option. Asking if they would like to exercise the Same as Cash option offers them the opportunity to pay the full amount without any interest or additional charges. Lastly, asking how much they would like to put down on the purchase today helps determine their initial payment amount. Therefore, asking all of these questions can help the salesperson meet their payment goal.

The correct answer is "to their next payday." This suggests that the offer of free money and days is provided to customers in order to help them financially until their next payday. This implies that the assistance is aimed at providing temporary relief or support to customers who may be facing financial constraints or waiting for their next source of income.

During an incoming sales call, several factors are evaluated and scored. The first is the greeting, which sets the tone for the conversation and creates a positive impression. Using the caller's name personalizes the interaction and shows attentiveness. Product and program knowledge is essential to effectively address the caller's needs and provide accurate information. Finally, closing the sale demonstrates the salesperson's ability to persuade and finalize the deal. These four elements are crucial in ensuring a successful sales call and ultimately converting the lead into a customer.

To maintain an appropriate APA/Average Per Agreement/Average Monthly Rate, it is important to follow multiple strategies. One strategy is to rent packages and high-end merchandise, as these tend to have higher rental rates and can contribute to a higher APA. Additionally, it is important not to discount the rental rates too low, as this can reduce the overall revenue generated. Lastly, asking for a good amount of money down can help ensure that customers are committed to the rental agreement and can contribute to a higher APA. Therefore, the correct answer is to rent packages, high-end merchandise, and not discount too low.