Quiz 2: Expectations And Standards, Call Logs
11 Questions
| Total Attempts: 149
Questions and Answers
- 1.Calls are monitored randomly and graded using our
- A.
Quality Assurance Form
- B.
Call Quiz Form
- C.
Grading a Call Form
- D.
Calls are never graded
- 2.ALWAYS get the customer's
- A.
Phone number
- B.
Address
- C.
Name
- D.
Order Number
- 3.When you answer the phone you want to be
- A.
Positive
- B.
Enthusiastic
- C.
Polite
- D.
All the above
- 4.ALWAYS ask a customer if it is okay to put them on hold.
- A.
True
- B.
False
- 5.In every call you want to avoid
- A.
Bad news
- B.
Laughing
- C.
Putting the customer on hold
- D.
Dead Air
- 6.Before closing an order you need to remember to
- A.
Confirm the cart
- B.
Describe every costume
- C.
Try to up sell at least 1 specific item
- D.
Both A and C
- E.
Both A and B
- 7.The first step in issue resolution is to genuinely apologize.
- A.
True
- B.
False
- 8.Our completion percentage is the number of calls we turn into orders.
- A.
True
- B.
False
- 9.The site directory includes links to the
- A.
Admin site
- B.
Retail sites
- C.
Rental and Toy sites
- D.
None of the above
- E.
All the above
- 10.Call logs are an important way for you to document every call you take.
- A.
True
- B.
False
- 11.Our goal for the average sale over the phone is $120. This means that up selling an accessory with a $25 costume is unimportant because the order won't reach $120 anyway.
- A.
True
- B.
False
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