Outbound New Hires Initial Training Test

1. What disposition in Five9 should you use if the customer gives a negative response?

Could Not Complete- Other

Completed-Satisfied

Able to Contact- Call Back Later

Completed-Alert

2. 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?

Mark "Yes" for all questions and write "Completed" in the general explanation box and agent comment box.

3. Not stating the Call Recording Disclaimer can lead to legal actions.

True

False

4. What disposition should you use in Five9 if the customer is satisfied?

Unable to Contact- Left Voicemail

Completed-Satisfied

Able to Contact- Call Back Later

Completed-Concerned

5. You must always provide your agent number in the agent comment box.

True

False

6. All of your customer's information will be located on the customer survey page that is made available with your call.

True

False

7. What is required in DGA, if a customer has a SATISFIED CONCLUSION?

Completed in General Explanation Box and Completed Agent# in agent comment box

Nothing

A full description in the General Explanation box

8. "CUSTOMER STATES IS NOT HAPPY" is okay to write in the question comment box when the customer give's a negative response.

True

False

We must elaborate on explanations. This type of explanation is not acceptable.

Explanation

We must elaborate on explanations. This type of explanation is not acceptable.

9. You always need to indicate which number you reached the customer on, by checking one of the boxes.

True

False

10. What should you do if you receive a negative response to a question?

Show concern, stop asking questions, skip email verification and ask for more detail

Continue on to the next question

Show concern and move on to the next question

Ask for details and continue on to the next question

11. Abbreviations are acceptable within your explanation.

True

False

12. 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?

Could Not Complete - Other

Call Not Necessary - Over Max Attempts

Call Not Necessary - Business

Completed - Alert

13. What is the Call Not Necessary disposition used for?

Customers we have already called

Corporate Businesses and Establishments or Over Max Attempts

Customers that did not visit the dealership

Rental Car companies

14. If a customer does not have time to take the survey, but says that everything went well, what should you do?

Select "NOT ASKED" for every question, do not write anything in the General Explanation box, and complete the call

Select "YES" for every question, write "CUSTOMER WON'T TAKE SURVEY" in the Agent Comment box, and complete the call

15. What will your disposition be, in Five9, for a Spanish request call?

Could Not Complete - Other

Completed - Alert

Call Not Necessary - Over Max Attempts

Able to Contact- Call Back Later

16. What are the 4 things you should look at, on your DGA customer page, before performing an Outbound call?

Customer Name, Number of Questions, Customer Vehicle, and Call Attempts

Vehicle Make, Model, Year, and Date of Service

Vehicle Type, Agent Notes, Customer Name, and RO Date

Customer Name, Call Attempts, Call Number, Agent Notes, and Dealership Name

17. 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?

18. If a customer gives a negative response to ANY question, you must recite the concerned conclusion.

True

False

19. What disposition in Five9 should you use if you left a voicemail?

Could Not Complete- Other

Unable to Reach Customer

Able to Contact- Call Back Later

20. What is the first thing you should do when a customer answers the phone?

Identify the customer

Identify yourself

Ask if the customer would like to take the survey

State the purpose of your call

21. Which of the following are Customer Satisfaction (CSI) Follow up calls?

Complimentary Appointment and Customer Pay Appointment

Inbound and Outbound

Service, Sales, Survey Reminders and Body Shop

Incoming, Outgoing, and Scheduling

22. What is required, if all questions are "NOT ASKED"?

Notes in the corresponding question Comment box

Nothing

Notes in the General Explanation box

Every question should never be "NOT ASKED"

23. What will your disposition be, in DGA, for a Spanish request call?

Able to Reach Customer- Call Back Later

Call Completed

Call Not Necessary

Able to

24. While on "Not Ready", you can make a manual dial by choosing Make Call under Actions or pressing Ctrl + M.

True

False

25. How long do you have to choose a Five9 disposition, after a call is disconnected?

15 sec.

20 sec.

As long as you need

60 sec.

26. There is no specific format for documentation, here at DGA, just take very detailed notes.

True

False

27. 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?

I understand. Is there anything else I can do for you at this time? (Recite Concerned Conclusion)

I understand. I'll make note of this. (Recite Concerned Conclusion)

28. You always need to write in all caps and start your sentences with "Customer States"

True

False

29. You do not have to change the campaign for a manual call, unless it is in a different state.

True

False

30. 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?

2

1

0

3

31. What must you score on your call evaluation to receive a GREEN evaluation?

80% or higher

90% or higher

85% or higher

75% or higher

32. How long do you have to decide to call a customer when an Outbound call comes in?

15-30 sec.

10 sec.

As long as you need

30 sec.

33. How do you alert a question when the customer does not wish to take the survey but has a concern?

Note the alert

Check the Dealer Callback Requested

Leave the question alone and just take notes

Notate your comments in the "General Explanation" Box and select "Send Email to Dealer".

34. You still need to select "Call Customer" and a number, when using Five9 dispositions, for CALL NOT NECESSARY.

True

False

35. 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.

True

False

You must put "Completed" in the general explanation box if the call is completed.

Explanation

You must put "Completed" in the general explanation box if the call is completed.

36. If a customer has 2 numbers and the first number you call is not in service, what Five9 disposition will you choose?

Bad Contact

Could Not Complete - Owner Not Available

Completed - Satisfied

Could Not Complete - Other

37. 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?:

CUSTOMER STATES IS NOT SATISFIED. You then must write nothing in the General Explanation Box.

38. 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?

CUSTOMER STATES SERVICE VISIT WENT WELL BUT ADVISOR SEEMED ANNOYED.

CUSTOMER STATES EVERYTHING WENT WELL.

CUSTOMER STATES HE'S NOT HAPPY WITH THE SERVICING OF HIS VEHICLE.

39. In Five9, which disposition should you use if a customer asks you to call them back tomorrow?

Unable to Contact- Left Voicemail

Call Completed - Satisfied

Able to Contact- Call Back Later

Could Not Complete - Unable to Leave Voicemail

40. You should collect or verify an email address on every phone call.

True

False

41. 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?

CUSTOMER STATES HE WAS GREETED PROMPTLY BUT HIS ENGINE IS STILL SMOKING.

NOTHING

CUSTOMER STATES EVERYTHING WENT WELL.

CUSTOMER STATES STILL HAVING ISSUES WITH ENGINE.

You must always be DETAILED in your explanations.

Explanation

You must always be DETAILED in your explanations.

42. Where do you notate the customer's concerns when they give a negative response to a survey question?

Agent Comment box

General Explanation box

Body of Five9

Question Comment box

43. For a Spanish request call you only have to note that the customer request a Spanish speaker.

True

False

44. 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):

CUSTOMER STATES HIS SERVICE ADVISOR WAS GREAT AND THEY FIXED HIS VEHICLE RIGHT THE FIRST TIME.

Completed

CUSTOMER STATES SERVICE VISIT WENT WELL.

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.

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.

Outbound New Hires Initial Training Test

1. What disposition in Five9 should you use if the customer gives a negative response?

2.

What first name or nickname would you like us to use?

3. Not stating the Call Recording Disclaimer can lead to legal actions.

4. What disposition should you use in Five9 if the customer is satisfied?

5. You must always provide your agent number in the agent comment box.

6. All of your customer's information will be located on the customer survey page that is made available with your call.

7. What is required in DGA, if a customer has a SATISFIED CONCLUSION?

8. "CUSTOMER STATES IS NOT HAPPY" is okay to write in the question comment box when the customer give's a negative response.

9. You always need to indicate which number you reached the customer on, by checking one of the boxes.

10. What should you do if you receive a negative response to a question?

11. Abbreviations are acceptable within your explanation.

12. 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?

13. What is the Call Not Necessary disposition used for?

14. If a customer does not have time to take the survey, but says that everything went well, what should you do?

15. What will your disposition be, in Five9, for a Spanish request call?

16. What are the 4 things you should look at, on your DGA customer page, before performing an Outbound call?

18. If a customer gives a negative response to ANY question, you must recite the concerned conclusion.

19. What disposition in Five9 should you use if you left a voicemail?

20. What is the first thing you should do when a customer answers the phone?

21. Which of the following are Customer Satisfaction (CSI) Follow up calls?

22. What is required, if all questions are "NOT ASKED"?

23. What will your disposition be, in DGA, for a Spanish request call?

24. While on "Not Ready", you can make a manual dial by choosing Make Call under Actions or pressing Ctrl + M.

25. How long do you have to choose a Five9 disposition, after a call is disconnected?

26. There is no specific format for documentation, here at DGA, just take very detailed notes.

27. 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?

28. You always need to write in all caps and start your sentences with "Customer States"

29. You do not have to change the campaign for a manual call, unless it is in a different state.

30. 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?

31. What must you score on your call evaluation to receive a GREEN evaluation?

32. How long do you have to decide to call a customer when an Outbound call comes in?

33. How do you alert a question when the customer does not wish to take the survey but has a concern?

34. You still need to select "Call Customer" and a number, when using Five9 dispositions, for CALL NOT NECESSARY.

35. 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.

36. If a customer has 2 numbers and the first number you call is not in service, what Five9 disposition will you choose?

39. In Five9, which disposition should you use if a customer asks you to call them back tomorrow?

40. You should collect or verify an email address on every phone call.

41. 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?

42. Where do you notate the customer's concerns when they give a negative response to a survey question?

43. For a Spanish request call you only have to note that the customer request a Spanish speaker.