Gsi Combo Agent Quiz
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This is a general knowledge quiz for all GSI Combined VSC's.
- 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
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