Quiz 2: Expectations And Standards, Call Logs

11 Questions | Total Attempts: 134

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Quiz 2: Expectations And Standards, Call Logs


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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