Quiz 2: Expectations And Standards, Call Logs

2.

The first step in issue resolution is to genuinely apologize.

True
False

Correct Answer

A. True

Explanation

Apologizing is often considered the first step in issue resolution because it shows empathy and acknowledges the other person's feelings. By apologizing, it demonstrates that you take responsibility for any mistakes or misunderstandings that may have occurred. This can help to defuse tension, open up lines of communication, and pave the way for finding a solution together. Apologizing genuinely also helps to rebuild trust and maintain a positive relationship with the other person.

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3.

Call logs are an important way for you to document every call you take.

True
False

Correct Answer

A. True

Explanation

Call logs are indeed an important way to document every call taken. They provide a record of important details such as the date, time, and duration of the call, as well as the caller's information. This documentation can be useful for various purposes, including tracking customer interactions, resolving disputes, analyzing call patterns, and maintaining a record of communication for legal or compliance purposes. Therefore, it is important to maintain call logs to ensure accurate and comprehensive documentation of all calls received.

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4.

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.

True
False

Correct Answer

A. False

Explanation

The explanation for the answer being False is that even though up selling an accessory with a $25 costume may not bring the order total to $120, it can still contribute to increasing the average sale over the phone. By consistently up selling accessories with every order, the average sale can be increased over time, even if individual orders do not reach $120.

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5.

ALWAYS get the customer's

Phone number
Address
Name
Order Number

Correct Answer

A. Name

Explanation

The given answer suggests that out of the provided options (phone number, address, name, and order number), the most important piece of information to always obtain from the customer is their name. While phone number and address are essential for contact and delivery purposes, and the order number is important for tracking and reference, the customer's name is crucial for personalization and identification purposes. It allows for a more personalized and tailored customer experience, ensuring that the business can address the customer by their name and provide a more personalized service.

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6.

When you answer the phone you want to be

Positive
Enthusiastic
Polite
All the above

Correct Answer

A. All the above

Explanation

The correct answer is "All the above" because when answering the phone, it is important to be positive, enthusiastic, and polite. Being positive helps create a pleasant and welcoming atmosphere for the caller. Being enthusiastic shows that you are interested and engaged in the conversation. Being polite is essential in providing good customer service and maintaining a professional demeanor. Therefore, all of these qualities are necessary when answering the phone.

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7.

The site directory includes links to the

Admin site
Retail sites
Rental and Toy sites
None of the above
All the above

Correct Answer

A. All the above

Explanation

The site directory includes links to the admin site, retail sites, and rental and toy sites. This means that all of the given options are included in the site directory.

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8.

Before closing an order you need to remember to

Confirm the cart
Describe every costume
Try to up sell at least 1 specific item
Both A and C
Both A and B

Correct Answer

A. Both A and C

Explanation

Before closing an order, it is important to confirm the cart to ensure that all the desired items are included and that there are no mistakes or omissions. Additionally, trying to upsell at least one specific item can help increase the value of the order and potentially boost sales. Therefore, both confirming the cart and attempting to upsell are necessary steps before closing an order.

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9.

Calls are monitored randomly and graded using our

Quality Assurance Form
Call Quiz Form
Grading a Call Form
Calls are never graded

Correct Answer

A. Quality Assurance Form

Explanation

The explanation for the given correct answer is that calls are monitored randomly and graded using the Quality Assurance Form. This form is likely used to assess the quality of the calls and ensure that they meet certain standards. It is a common practice in many industries to monitor and evaluate calls as part of quality assurance processes.

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10.

In every call you want to avoid

Bad news
Laughing
Putting the customer on hold
Dead Air

Correct Answer

A. Dead Air

Explanation

Dead air refers to periods of silence or lack of sound during a phone call. It can be frustrating for the customer as it gives the impression that the call has been disconnected or that the agent is not paying attention. Avoiding dead air is crucial in providing a positive customer experience as it shows professionalism and attentiveness. By maintaining a continuous flow of conversation, the agent can ensure that the customer feels valued and engaged throughout the call.

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11.

Our completion percentage is the number of calls we turn into orders.

True
False

Correct Answer

A. False

Explanation

Our completion percentage is the number of callers who speak to a CSR.

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Quiz 2: Expectations And Standards, Call Logs

ALWAYS ask a customer if it is okay to put them on hold.

Quiz Preview

The first step in issue resolution is to genuinely apologize.

Call logs are an important way for you to document every call you take.

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.

ALWAYS get the customer's

When you answer the phone you want to be

The site directory includes links to the

Before closing an order you need to remember to

Calls are monitored randomly and graded using our

In every call you want to avoid

Our completion percentage is the number of calls we turn into orders.