Outbound New Hires Initial Training Test
- 1.
What is the first thing you should do when a customer answers the phone?
- A.
Identify the customer
- B.
Identify yourself
- C.
Ask if the customer would like to take the survey
- D.
State the purpose of your call
Correct Answer
B. Identify yourself -
- 2.
What should you do if you receive a negative response to a question?
- A.
Show concern, stop asking questions, skip email verification and ask for more detail
- B.
Continue on to the next question
- C.
Show concern and move on to the next question
- D.
Ask for details and continue on to the next question
Correct Answer
A. Show concern, stop asking questions, skip email verification and ask for more detail -
- 3.
Not stating the Call Recording Disclaimer can lead to legal actions.
- A.
True
- B.
False
Correct Answer
A. True -
- 4.
All of your customer's information will be located on the customer survey page that is made available with your call.
- A.
True
- B.
False
Correct Answer
A. True -
- 5.
Where do you notate the customer's concerns when they give a negative response to a survey question?
- A.
Agent Comment box
- B.
General Explanation box
- C.
Body of Five9
- D.
Question Comment box
Correct Answer
D. Question Comment box -
- 6.
You should collect or verify an email address on every phone call.
- A.
True
- B.
False
Correct Answer
B. False -
- 7.
If you have a 3 attempt campaign and the top of your DGA customer page displays "Call No. 2" with two numbers listed, how many voicemails do you leave?
- A.
2
- B.
1
- C.
0
- D.
3
Correct Answer
A. 2 -
- 8.
How do you alert a question when the customer does not wish to take the survey but has a concern?
- A.
Note the alert
- B.
Check the Dealer Callback Requested
- C.
Leave the question alone and just take notes
- D.
Notate your comments in the "General Explanation" Box and select "Send Email to Dealer".
Correct Answer
D. Notate your comments in the "General Explanation" Box and select "Send Email to Dealer". -
- 9.
If a customer gives a negative response to ANY question, you must recite the concerned conclusion.
- A.
True
- B.
False
Correct Answer
A. True -
- 10.
There is no specific format for documentation, here at DGA, just take very detailed notes.
- A.
True
- B.
False
Correct Answer
B. False -
- 11.
Abbreviations are acceptable within your explanation.
- A.
True
- B.
False
Correct Answer
B. False -
- 12.
What is the Call Not Necessary disposition used for?
- A.
Customers we have already called
- B.
Corporate Businesses and Establishments or Over Max Attempts
- C.
Customers that did not visit the dealership
- D.
Rental Car companies
Correct Answer
B. Corporate Businesses and Establishments or Over Max Attempts -
- 13.
You will NEVER have to type anything in your general explanation box, for a completed call, unless there is additional information that does not pertain to the questions or the individual "completes" the call and does not answer the survey.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
You must put "Completed" in the general explanation box if the call is completed.Rate this question:
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- 14.
In Five9, which disposition should you use if a customer asks you to call them back tomorrow?
- A.
Unable to Contact- Left Voicemail
- B.
Call Completed - Satisfied
- C.
Able to Contact- Call Back Later
- D.
Could Not Complete - Unable to Leave Voicemail
Correct Answer
C. Able to Contact- Call Back Later -
- 15.
How long do you have to decide to call a customer when an Outbound call comes in?
- A.
15-30 sec.
- B.
10 sec.
- C.
As long as you need
- D.
30 sec.
Correct Answer
A. 15-30 sec. -
- 16.
If a customer has 2 numbers and the first number you call is not in service, what Five9 disposition will you choose?
- A.
Bad Contact
- B.
Could Not Complete - Owner Not Available
- C.
Completed - Satisfied
- D.
Could Not Complete - Other
Correct Answer
D. Could Not Complete - Other -
- 17.
How long do you have to choose a Five9 disposition, after a call is disconnected?
- A.
15 sec.
- B.
20 sec.
- C.
As long as you need
- D.
60 sec.
Correct Answer
A. 15 sec. -
- 18.
While on "Not Ready", you can make a manual dial by choosing Make Call under Actions or pressing Ctrl + M.
- A.
True
- B.
False
Correct Answer
A. True -
- 19.
You do not have to change the campaign for a manual call, unless it is in a different state.
- A.
True
- B.
False
Correct Answer
B. False -
- 20.
What will your disposition be, in Five9, for a Spanish request call?
- A.
Could Not Complete - Other
- B.
Completed - Alert
- C.
Call Not Necessary - Over Max Attempts
- D.
Able to Contact- Call Back Later
Correct Answer
D. Able to Contact- Call Back Later -
- 21.
You still need to select "Call Customer" and a number, when using Five9 dispositions, for CALL NOT NECESSARY.
- A.
True
- B.
False
Correct Answer
B. False -
- 22.
For a Spanish request call you only have to note that the customer request a Spanish speaker.
- A.
True
- B.
False
Correct Answer
B. False -
- 23.
What will your disposition be, in DGA, for a Spanish request call?
- A.
Able to Reach Customer- Call Back Later
- B.
Call Completed
- C.
Call Not Necessary
- D.
Able to
Correct Answer
A. Able to Reach Customer- Call Back Later -
- 24.
If a customer does not have time to take the survey, but says that everything went well, what should you do?
- A.
Select "NOT ASKED" for every question, do not write anything in the General Explanation box, and complete the call
- B.
Select "YES" for every question, write "CUSTOMER STATES: 1. EVERYTHING WENT WELL, BUT THEY DON'T WANT TO DO THIS SURVEY" in the General Explanation box, and UTC the call
- C.
Select "YES" for every question, write "CUSTOMER WON'T TAKE SURVEY" in the Agent Comment box, and complete the call
- D.
Select "NOT ASKED" for every question, write "CUSTOMER STATES EVERYTHING WENT WELL BUT DECLINED TO TAKE SURVEY" in the General Explanation box, and select "Call Completed"
Correct Answer
D. Select "NOT ASKED" for every question, write "CUSTOMER STATES EVERYTHING WENT WELL BUT DECLINED TO TAKE SURVEY" in the General Explanation box, and select "Call Completed" -
- 25.
If you have a 2 attempt campaign and the top of your DGA customer page displays "Call No. 3", what will your disposition be in Five9?
- A.
Could Not Complete - Other
- B.
Call Not Necessary - Over Max Attempts
- C.
Call Not Necessary - Business
- D.
Completed - Alert
Correct Answer
B. Call Not Necessary - Over Max Attempts -
- 26.
What must you score on your call evaluation to receive a GREEN evaluation?
- A.
80% or higher
- B.
90% or higher
- C.
85% or higher
- D.
75% or higher
Correct Answer
A. 80% or higher -
- 27.
Which of the following are Customer Satisfaction (CSI) Follow up calls?
- A.
Complimentary Appointment and Customer Pay Appointment
- B.
Inbound and Outbound
- C.
Service, Sales, Survey Reminders and Body Shop
- D.
Incoming, Outgoing, and Scheduling
Correct Answer
C. Service, Sales, Survey Reminders and Body Shop -
- 28.
What are the 4 things you should look at, on your DGA customer page, before performing an Outbound call?
- A.
Customer Name, Number of Questions, Customer Vehicle, and Call Attempts
- B.
Vehicle Make, Model, Year, and Date of Service
- C.
Vehicle Type, Agent Notes, Customer Name, and RO Date
- D.
Customer Name, Call Attempts, Call Number, Agent Notes, and Dealership Name
Correct Answer
D. Customer Name, Call Attempts, Call Number, Agent Notes, and Dealership Name -
- 29.
What is required, if all questions are "NOT ASKED"?
- A.
Notes in the corresponding question Comment box
- B.
Nothing
- C.
Notes in the General Explanation box
- D.
Every question should never be "NOT ASKED"
Correct Answer
C. Notes in the General Explanation box -
- 30.
You always need to indicate which number you reached the customer on, by checking one of the boxes.
- A.
True
- B.
False
Correct Answer
A. True -
- 31.
What is required in DGA, if a customer has a SATISFIED CONCLUSION?
- A.
Completed in General Explanation Box and Completed Agent# in agent comment box
- B.
Nothing
- C.
A full description in the General Explanation box
Correct Answer
A. Completed in General Explanation Box and Completed Agent# in agent comment box -
- 32.
"CUSTOMER STATES IS NOT HAPPY" is okay to write in the question comment box when the customer give's a negative response.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
We must elaborate on explanations. This type of explanation is not acceptable.Rate this question:
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- 33.
You always need to write in all caps and start your sentences with "Customer States"
- A.
True
- B.
False
Correct Answer
A. True -
- 34.
You must always provide your agent number in the agent comment box.
- A.
True
- B.
False
Correct Answer
A. True -
- 35.
Customer: I was greeted promptly, but my vehicle is still having the same issues Agent: What were those issues? Customer: My engine is still smoking For the question "Was the vehicle FIXED correctly the FIRST TIME?", what will you write in the question Comment box?
- A.
CUSTOMER STATES HE WAS GREETED PROMPTLY BUT HIS ENGINE IS STILL SMOKING.
- B.
NOTHING
- C.
CUSTOMER STATES EVERYTHING WENT WELL.
- D.
CUSTOMER STATES STILL HAVING ISSUES WITH ENGINE.
Correct Answer
A. CUSTOMER STATES HE WAS GREETED PROMPTLY BUT HIS ENGINE IS STILL SMOKING.Explanation
You must always be DETAILED in your explanations.Rate this question:
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- 36.
Customer: I was not satisfied with my visit at all! I waited 20 minutes before anyone even acknowledged I was there Agent: I am so sorry to hear that. Customer: Then it took them 2 hours to do a job, that I was told, should take 1 hour For the question "Were you GREETED promptly and courteously?", what will you write in the question Comment box, and then what information must you provide in the General Explanation box?:
- A.
CUSTOMER STATES HE WAITED 20 MINUTES TO BE CHECKED IN AND IT TOOK THEM 2 HOURS TO COMPLETE THE JOB. CUSTOMER WAS QUOTED ONE HOUR. You then must write "Completed" in the General Explanation Box.
- B.
CUSTOMER STATES THE WAIT WAS TOO LONG. You then must write "CUSTOMER STATES THE WAIT WAS TOO LONG." in the General Explanation Box.
- C.
CUSTOMER STATES IS NOT SATISFIED. You then must write nothing in the General Explanation Box.
Correct Answer
A. CUSTOMER STATES HE WAITED 20 MINUTES TO BE CHECKED IN AND IT TOOK THEM 2 HOURS TO COMPLETE THE JOB. CUSTOMER WAS QUOTED ONE HOUR. You then must write "Completed" in the General Explanation Box. -
- 37.
Customer: My service went very well, my vehicle was fixed correctly and it did not take long at all. My only concern was that my Service Advisor was very rude. I asked him a couple of questions about the service, and he seemed very annoyed Agent: I am so sorry to hear that! (Give Concerned Conclusion) The customer did not let you ask any questions, and you put "Not Asked" for the survey questions. What would you put in the general explanation box?
- A.
CUSTOMER STATES HIS SERVICE WENT WELL, HIS VEHICLE WAS FIXED CORRECTLY AND IT DID NOT TAKE LONG TO SERVICE. CUSTOMER STATES HIS SERVICE ADVISOR WAS VERY RUDE AND SEEMED ANNOYED WHEN HE'D ASK HIM QUESTIONS.
- B.
CUSTOMER STATES SERVICE VISIT WENT WELL BUT ADVISOR SEEMED ANNOYED.
- C.
CUSTOMER STATES EVERYTHING WENT WELL.
- D.
CUSTOMER STATES HE'S NOT HAPPY WITH THE SERVICING OF HIS VEHICLE.
Correct Answer
A. CUSTOMER STATES HIS SERVICE WENT WELL, HIS VEHICLE WAS FIXED CORRECTLY AND IT DID NOT TAKE LONG TO SERVICE. CUSTOMER STATES HIS SERVICE ADVISOR WAS VERY RUDE AND SEEMED ANNOYED WHEN HE'D ASK HIM QUESTIONS. -
- 38.
Customer: I loved my service! My Advisor was great and they fixed my vehicle right the very first time! I always have a good experience at this dealership Agent: I am so glad to hear that! Can I verify your email address is still correct? Customer: Yes! Agent: Thank you. (Give Satisfied Conclusion) Disposition this call (What would you write in your Explanation Box):
- A.
CUSTOMER STATES HIS SERVICE ADVISOR WAS GREAT AND THEY FIXED HIS VEHICLE RIGHT THE FIRST TIME.
- B.
Completed
- C.
CUSTOMER STATES SERVICE VISIT WENT WELL.
Correct Answer
A. CUSTOMER STATES HIS SERVICE ADVISOR WAS GREAT AND THEY FIXED HIS VEHICLE RIGHT THE FIRST TIME.Explanation
You also want to make sure you always relay any positive information the customer gave you to the service department. Whether it's about the service advisor, amenities, or technician.Rate this question:
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- 39.
Customer: Everything was great during my service visit, but I really don't have time to take a survey right now. Agent: I understand. Is there any further assistance you need from the dealership or comments you would like to share? Customer: Nope. Agent: Can I verify your email is still correct? Customer: Sure. Agent: Thank you. (Give Satisfied Conclusion) What would you do?
- A.
Mark "Yes" for all questions and write "Completed" in the general explanation box and agent comment box.
- B.
Mark "No" for all questions and write "CUSTOMER STATES EVERYTHING WENT WELL BUT DOES NOT HAVE TIME TO TAKE THE SURVEY" in the general explanation box.
- C.
Mark "Not Asked" for all questions and write" CUSTOMER STATES EVERYTHING WENT WELL BUT DOES NOT HAVE TIME TO TAKE THE SURVEY" in the general explanation box.
Correct Answer
C. Mark "Not Asked" for all questions and write" CUSTOMER STATES EVERYTHING WENT WELL BUT DOES NOT HAVE TIME TO TAKE THE SURVEY" in the general explanation box. -
- 40.
Customer: I hate receiving these phone calls! Please place me on your do not call list! My service was fine, and if I had an issue I would let you all know. Agent: I apologize for the inconvenience, I will be glad to add you to our do not call list. You have a great day! What would you write in the General Explanation box, What would you do in Five9 and DGA and what would you put for all of the survey questions?
- A.
You would write- "CUSTOMER STATES EVERYTHING WENT WELL BUT HATES RECEIVING FOLLOW UP CALLS. CUSTOMER REQUESTED TO BE PUT ON THE DO NOT CALL LIST. " in the general explanation box. You then would add the customer to the do not call list using Five9, you would also check off "Add to Do Not Call List" in DGA and put "Not Asked" for all survey questions.
- B.
You would write- "CUSTOMER STATES EVERYTHING WENT WELL. " in the general explanation box. You then would add the customer to the do not call list using Five9, you would also check off "Add to Do Not Call List" in DGA and put "Not Asked" for all survey questions.
- C.
You would write- "CUSTOMER STATES HE HATES RECEIVING FOLLOW UP CALLS. CUSTOMER REQUESTED TO BE PUT ON THE DO NOT CALL LIST. " in the general explanation box. You then would add the customer to the do not call list using Five9, you would also check off "Add to Do Not Call List" in DGA and put "Yes" for all survey questions.
Correct Answer
A. You would write- "CUSTOMER STATES EVERYTHING WENT WELL BUT HATES RECEIVING FOLLOW UP CALLS. CUSTOMER REQUESTED TO BE PUT ON THE DO NOT CALL LIST. " in the general explanation box. You then would add the customer to the do not call list using Five9, you would also check off "Add to Do Not Call List" in DGA and put "Not Asked" for all survey questions. -
- 41.
Customer: Everything was great during my service visit, but I don't believe in scoring anyone perfect. What would you tell the customer and what conclusion would you use?
- A.
I understand. Is there anything else I can do for you at this time? (Recite Concerned Conclusion)
- B.
I understand. I'll make note of this. (Recite Concerned Conclusion)
- C.
I understand. However, a negative grade is a failing grade to our manufacturer and it's really important that we do get a 10/10 on the manufacturer survey. Can we count on you to do this for us? Thank you. (Recite Satisfied Conclusion)
Correct Answer
C. I understand. However, a negative grade is a failing grade to our manufacturer and it's really important that we do get a 10/10 on the manufacturer survey. Can we count on you to do this for us? Thank you. (Recite Satisfied Conclusion) -
- 42.
What disposition should you use in Five9 if the customer is satisfied?
- A.
Unable to Contact- Left Voicemail
- B.
Completed-Satisfied
- C.
Able to Contact- Call Back Later
- D.
Completed-Concerned
Correct Answer
B. Completed-Satisfied -
- 43.
What disposition in Five9 should you use if you left a voicemail?
- A.
Could Not Complete- Other
- B.
Unable to Reach Customer
- C.
Able to Contact- Call Back Later
Correct Answer
B. Unable to Reach Customer -
- 44.
What disposition in Five9 should you use if the customer gives a negative response?
- A.
Could Not Complete- Other
- B.
Completed-Satisfied
- C.
Able to Contact- Call Back Later
- D.
Completed-Alert
Correct Answer
D. Completed-Alert -
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Dec 04, 2018Quiz Edited by
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