Gsi Combo Agent Quiz

11 Questions | Total Attempts: 37

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Agent Quizzes & Trivia

This is a general knowledge quiz for all GSI Combined VSC's.


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Questions and Answers
  • 1. 
    Which of the following are considered SOP’s (Standard Operating Procedures)? (choose all that apply.)
    • A. 

      Capturing customer’s name at the beginning of the call and using it twice during the call.

    • B. 

      Giving an affirmation to assist once customer has stated their purpose for calling.

    • C. 

      Asking if they wish to be added to the sales/promotions email list.

    • D. 

      Asking the HV/AV question if an order is NOT being placed.

    • E. 

      Asking the full market channel question. "Did you see this on television, on our website, or in the catalog?”

  • 2. 
    If a customer calls to ask for general information regarding an item, we should give them the requested information.  We should then ______________________.
  • 3. 
    When should we offer gift wrap?
    • A. 

      If customer states that he will be watching it with his family

    • B. 

      If a customer orders two or more of the same item

    • C. 

      If a customer states that the item is a gift

    • D. 

      If customer states that she was very moved by this program and wants every person in her neighborhood to watch it

  • 4. 
     When do we give a final offer of assistance; and do we do this on every call?
  • 5. 
    When Processing a Request, it is necessary to change the Assigned To Queue on every __________________ Request? 
  • 6. 
    Describe “willingness to serve”:  How do we show this to our customers?
  • 7. 
    What are the two steps required for giving a Real Time Offer? (Choose all that apply)
    • A. 

      Give the name, price, and brief description of the item to entice the purchase

    • B. 

      Ask the customer if they want to purchase anything additional items

    • C. 

      Ask if they would like to add the item to their order today.

    • D. 

      Ask the customer if they are enjoying the weather they are having

  • 8. 
    How should the shipping options be given to the customer?
  • 9. 
    What are the steps to correctly place a caller on hold?  (choose all that apply)
    • A. 

      Placing the caller on hold without asking them to hold.

    • B. 

      Ask caller if they mind being placed on hold.

    • C. 

      Give an approximate time frame of the hold.

    • D. 

      Muting the phone line so they cannot hear you.

    • E. 

      Return within that time frame and thank them for holding when you return

  • 10. 
    What are the two (2) reasons Requests sent back to your Personal Queue in Epiphany (choose both that apply)
    • A. 

      GSI sends Requests back to you if there is an issue with a Request that you have completed that needs to be fixed.

    • B. 

      So GSI can ask you to contact a customer regarding an item

    • C. 

      If you did not change the “Assigned To” box when completing a Research request.

    • D. 

      If a customer makes a mistake on an order they placed that needs to be fixed.

  • 11. 
    If the customer calls us and they are upset about the website and trying to order we should:
    • A. 

      Give an acknowledgement and place the order.

    • B. 

      Apologize then given an acknowledgement and ask to place the order for them over the phone?

    • C. 

      Try to build rapport by laughing it off.

    • D. 

      Give the customer the number to the corporate Offices

    • E. 

      Cold Transfer to Escalation Team