Call Quality Update Quiz
Please complete the quiz based on the previous update. Good luck and have fun!
- 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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