Call Quality Update Quiz

22 Questions | Total Attempts: 49

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Call Quality Update Quiz

Please complete the quiz based on the previous update. Good luck and have fun!


Questions and Answers
  • 1. 
    Which is not an appropriate way to answer the phone?
    • A. 

      "Thank you for calling CAA, _____ speaking, how may I help you?"

    • B. 

      "Thank you for calling CAA, can I have your membership number?

    • C. 

      "Thank you for choosing CAA, ____ speaking, are you in a safe location?"

    • D. 

      "Thank you for calling CAA, _____ speaking, how may I assist you today?"

  • 2. 
    We always have to determine the urgency of the Member's situation
    • A. 

      True

    • B. 

      False

  • 3. 
    What are three of the ways that we acknowledge the urgency of the Member's situation?
    • A. 

      Determining and/or confirming that the Member is safe.

    • B. 

      Based on the sounds in the background.

    • C. 

      If a priority call, noting the urgency.

    • D. 

      Indicating the action that will be taken.

    • E. 

      Based on the member's tone of voice we speed the call up without telling them.

  • 4. 
    We need to ask if they're in a safe location on every call.
    • A. 

      True

    • B. 

      False

  • 5. 
    Why do we use empathy and sympathy on calls?
    • A. 

      It proves to CAA that we are good agents.

    • B. 

      It shows the member we are concerned for their well-being.

    • C. 

      It meets our call quality requirements.

    • D. 

      We want to appear as nice.

  • 6. 
    It is never okay to ask the member to repeat themselves.
    • A. 

      True

    • B. 

      False

  • 7. 
    Being upbeat and positive can be contagious.
    • A. 

      True

    • B. 

      False

  • 8. 
    Speaking slower than normal can sometimes be appropriate when speaking to someone with a language barrier
    • A. 

      True

    • B. 

      False

  • 9. 
    Speaking too quickly can often be just as bad as speaking too slow.
    • A. 

      True

    • B. 

      False

  • 10. 
    When we are transferring calls we try to cold transfer when possible and warm transfer when absolutely necessary?
    • A. 

      True

    • B. 

      False

  • 11. 
    We offer outbound calling on all calls except if they're at home.
    • A. 

      True

    • B. 

      False

  • 12. 
    Why do we offer outbound calling?
    • A. 

      It gives us time to kill in between calls.

    • B. 

      It demonstrates our concern to the member.

    • C. 

      It is a great way to lower our Average Handle Time.

    • D. 

      Usually out of boredom.

  • 13. 
    Why do we offer battery service?
    • A. 

      To save them the hassle of going to a mechanic.

    • B. 

      To inform a member of our products and services.

    • C. 

      To make their day quicker and to get them going as fast as possible.

    • D. 

      All of the above.

  • 14. 
    Battery service is available 24hrs a day in all areas.
    • A. 

      True

    • B. 

      False

  • 15. 
    We should be offering our AARS on every call when applicable. 
    • A. 

      True

    • B. 

      False

  • 16. 
    When should we not offer an AARS (click each that applies)?
    • A. 

      When we don't think the member will want one.

    • B. 

      On SL 3 calls.

    • C. 

      If a Members seems to be in a hurry and is rushing us.

    • D. 

      When the problem with the vehicle is not that major.

    • E. 

      When a Member’s tone suggest they are uneasy or if safety is a concern.

    • F. 

      When the member is upset.

  • 17. 
    What are some benefits to choosing an AARS?
    • A. 

      Comprehensive 1 year/20,000 km parts and labour warranty on their repairs

    • B. 

      Front of the Line Service, guaranteeing your vehicle will be top-line evaluated within 20 minutes of arrival

    • C. 

      Opportunity to earn 3% in CAA Dollars® on repairs

    • D. 

      Top quality service at a fair price

    • E. 

      All of the above.

  • 18. 
    What is the range of our monthly goals for battery assist calls?
    • A. 

      4% - 9%

    • B. 

      10% - 15%

    • C. 

      16% - 21%

    • D. 

      22% - 27%

  • 19. 
    We MUST read the battery script word-for-word to our members.
    • A. 

      True

    • B. 

      Falserino

  • 20. 
    We must document everything we quote to members in the comments.
    • A. 

      True

    • B. 

      False

  • 21. 
    We must advise the member of AARS benefits even if they choose to go elsewhere.
    • A. 

      True

    • B. 

      False

  • 22. 
    What will our initial target be for sending out calls to one of our AARS locations?
    • A. 

      2%

    • B. 

      3%

    • C. 

      5%

    • D. 

      8%

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