Sr. CSR Quiz

33 Questions

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CSR Quizzes & Trivia

Regus Seattle/Tacoma Senior CSR Quiz


Questions and Answers
  • 1. 
    When checking a Businessworld customer in, what should you do if the customer can’t be found in the system?
    • A. 

      Advise the customer to wait while you complete check-in process

    • B. 

      Take the card from the customer and destroy it

    • C. 

      Tell the customer they are not in the system and there’s nothing you can do

    • D. 

      Advise the customer to show him/herself to the business lounge/café

    • E. 

      Show customer to the business lounge/café while you research the issue

  • 2. 
    • A. 

      Move-in Questionnaire Review

    • B. 

      "After the First Bill" Meeting

    • C. 

      Customer Orientation

    • D. 

      Office Tour

    • E. 

      Online Move-in Survey

  • 3. 
    • A. 

      100%

    • B. 

      65%

    • C. 

      50%

    • D. 

      80%

  • 4. 
    A VO client calls you today, January 30, upset about their auto-renewal that occurred 6 months ago.  Can you tell the client that you can terminate their service at the end of March?
    • A. 

      True

    • B. 

      False

  • 5. 
    When touring a prospect, it’s always important to: (check all that apply)
    • A. 

      Escort him/her to the Welcome Suite and offer them a freshly prepared beverage

    • B. 

      Ensure the Purchasing Group "fan" is available to the prospect

    • C. 

      Get the prospect to sit down, experience the space, and talk about the benefits for him/her

    • D. 

      Always use the Price Guide

  • 6. 
    You should set aside time every day to manage the center's debt collection.
    • A. 

      True

    • B. 

      False

  • 7. 
    When preparing for a meeting, it’s important to always prepare a _____  to make sure you understand details about the customer, identify needs and propose services.
    • A. 

      Daily Planogram Checklist

    • B. 

      Meeting & Day Office Guide

    • C. 

      Customer Meeting Details Sheet

    • D. 

      48 Hour MIQ Meeting Room Call

    • E. 

      Meeting Preparation Sheet

  • 8. 
    • A. 

      Credit Card

    • B. 

      Cash

    • C. 

      Check

    • D. 

      BACS/WIRE payments

    • E. 

      Jewelry

  • 9. 
    • A. 

      Deal with the complaint as soon as possible

    • B. 

      Take ownership of the complaint

    • C. 

      Ask the customer to provide a copy of the letter

    • D. 

      Tell the customer you did not receive the letter and accuse him/her of lying

    • E. 

      Try to avoid the customer in the future

  • 10. 
    • A. 

      Opening all Show Offices and ensuring lights are on

    • B. 

      Welcome Suite prepared with updated and plentiful sales materials

    • C. 

      Center availability is ready and accurate

    • D. 

      All common areas are set to Planogram

    • E. 

      Ensure all meetings are checked out

  • 11. 
    You will proactively inform your customers that their agreement is up for renewal.
    • A. 

      True

    • B. 

      False

  • 12. 
    • A. 

      Credits over $500

    • B. 

      Credits for recurring services

    • C. 

      Credits for Exit Fees (Business Continuity/Office Restoration)

    • D. 

      Credits for monthly Office/VO fee

    • E. 

      All of the above

  • 13. 
    What resources do you need to update center availability? (check all that apply)
    • A. 

      Skydrive login information

    • B. 

      Center floor plan

    • C. 

      Needs Analysis Guide

    • D. 

      Price Guide

    • E. 

      Office Expiration Report

    • F. 

      Office Occupancy Report

  • 14. 
    On a 6 month agreement, when does the client have to provide written notice that they would like to end their agreement?
    • A. 

      At least 3 months prior to agreement end date

    • B. 

      At least 30 days prior to agreement end date

    • C. 

      Regus doesn't require written notice

    • D. 

      None of the above

  • 15. 
    An office customer approaches you reactively after receiving their renewal email as they have forgotten to end their Agreement by the notification due date and it’s now day 20 after their notification due date.  How do you handle this?
    • A. 

      Immediately set up a meeting with the customer to see why they want to end their agreement. You don't have the authority to amend the agreement, but you can have a call with the AD after meeting with customer to discuss if there are any options for them.

    • B. 

      Ask your client to give written notice and offer a 90-day term from end of current agreement at the 3-month market rate.

  • 16. 
    • A. 

      Inform all relevant parties

    • B. 

      Cancel all phone/fax diverts and extensions

    • C. 

      Cancel the customer's codes from the photocopier and postage machine

    • D. 

      Sign for any special deliveries the customer has not yet received

    • E. 

      None of the above

  • 17. 
    • A. 

      Virtual Office

    • B. 

      Businessworld

    • C. 

      Campus/Co-working Office

    • D. 

      None of the above

  • 18. 
    • A. 

      Invoice received at center; Enter invoice into ePro; Review & have GM review and approve; Code invoice with PO number; Scan and email invoice to Americas AP; Receive the invoice in ePro; Check ePro at the end of the month to ensure all vendors were paid

    • B. 

      Invoice received at center; Review & have GM review and approve; Enter invoice into ePro; Code invoice with PO number; Scan and email invoice to Americas AP; Receive the invoice in ePro; Check ePro at the end of the month to ensure all vendors were paid

    • C. 

      Invoice received at center; Review & have GM review and approve; Enter invoice into ePro; Scan and email invoice to Americas AP; Code invoice with PO number; Receive the invoice in ePro; Check ePro at the end of the month to ensure all vendors were paid

    • D. 

      Invoice received at center; Review & have GM review and approve; Enter invoice into ePro; Scan and email invoice to Americas AP; Receive the invoice in ePro; Code invoice with PO number; Check ePro at the end of the month to ensure all vendors were paid

  • 19. 
    Regus can accept photocopies of the 1583 Form for Mailbox Plus customers as long as we have 1 original signature.
    • A. 

      True

    • B. 

      False

  • 20. 
    A client comes to you because his/her wired internet connection is not working.  What do you do? (check all that apply)
    • A. 

      Thank the customer for bringing the problem to your attention and reassure him/her that you will look into it right away.

    • B. 

      Raise an IT ticket through POS under "Internet Down" - "Single Customer"

    • C. 

      Tell the client that your internet connection is fine so it must be a problem with his/her computer.

    • D. 

      Check in the Comms room to ensure the client is connected properly

  • 21. 
    • A. 

      Log into his/her MyRegus account.

    • B. 

      Core Titan

    • C. 

      The center IT switch assignment spreadsheet.

    • D. 

      The Network Access button in POS

  • 22. 
    What information do you need in order to set up services for a Mailbox Plus client? (check all that apply)
    • A. 

      Two copies of the 1583 Form with original signatures

    • B. 

      Two accepted forms of identification that matches the contact on the 1583

    • C. 

      Completed MIQ

    • D. 

      Forwarding address

  • 23. 
  • 24. 
    When could we credit the Business Continuity fee for an office client that is moving out?
    • A. 

      If a client only receives mail at the center once per week.

    • B. 

      If the client already filed a change of address with the Post Office, and never used telephone service.

    • C. 

      If a client never receives mail, phone calls, or visitors at the center.

    • D. 

      We never credit the Business Continuity fee.

  • 25. 
    • A. 

      To explain the exit fees (Business Continuity, Office Restoration).

    • B. 

      To upsell other services to the client.

    • C. 

      To collect keys and access cards.

    • D. 

      All of the above.

  • 26. 
    It's okay to take your lunch in the Refresh Bar.
    • A. 

      True

    • B. 

      False

  • 27. 
    What tools can you use to research and resolve client billing inquiries? (check all that apply)
    • A. 

      Customer Account Summary (PS Finance/Oracle)

    • B. 

      Invoice Management in Core Titan

    • C. 

      Daily Activity Report

    • D. 

      Recurring Charges Report

  • 28. 
    Why is it important to adhere to the cancellation policy for Meeting Room and Day Office reservations?
  • 29. 
    • A. 

      Through the OTR process or having the center team place an IT ticket in POS

    • B. 

      Through their MyRegus account or having the center team place an IT ticket in POS

    • C. 

      Through the OTR process or their MyRegus account

  • 30. 
    You drop off a FedEx at the end of the day after you've clocked out.  You don't need to have your time card adjusted.
    • A. 

      True

    • B. 

      False

  • 31. 
    A Businessworld client  needs to know where the restroom is.  Do you:
    • A. 

      Tell them to hold it.

    • B. 

      Point in the right direction.

    • C. 

      Physically escort them whenever possible.

    • D. 

      Tell them that the restroom is only available to full time office clients.