Quiz 2: Expectations and Standards, Call Logs assesses key skills in handling customer calls effectively. It covers areas like using Quality Assurance forms, obtaining customer information, communication etiquette, and ensuring no dead air or unnecessary holds.
True
False
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True
False
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True
False
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Phone number
Address
Name
Order Number
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Positive
Enthusiastic
Polite
All the above
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Admin site
Retail sites
Rental and Toy sites
None of the above
All the above
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Confirm the cart
Describe every costume
Try to up sell at least 1 specific item
Both A and C
Both A and B
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Quality Assurance Form
Call Quiz Form
Grading a Call Form
Calls are never graded
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Bad news
Laughing
Putting the customer on hold
Dead Air
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True
False
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