Outbound Scheduling Calls

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Questions and Answers

1.

What is the difference between "Could Not Complete" and "Did Not Schedule"
2.

What do you do if you notice that a customer's phone number (listed in the scheduling software) is not in Five9?
3.

What do you do when a customer times out?
4.

What is a "Lost Soul"?
5.

Which of the following is not included on the outbound scheduling matrix?
- A.
  
  Time Out Percentage
- B.
  
  Dials Per Hour
- C.
  
  Attendance Adherence
- D.
  
  Scheduling Percentage
- E.
  
  Percentage of Bad Contacts
Correct Answer
C. Attendance Adherence
6.

Toyota Care is the ONLY scheduling call the customer does NOT need to pay for.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False
7.

Which of the following does the customer have to pay out of pocket for?
- A.
  
  Toyota Care
- B.
  
  Declined Services
- C.
  
  Recalls
- D.
  
  Special Ordered Part
Correct Answer
B. Declined Services
8.

You must ALWAYS pull a customer's information up in the scheduling software before calling the customer.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True
9.

For a 2 attempt campaign, if you see call number 3, what disposition would you use?
- A.
  
  Completed
- B.
  
  Could Not Complete - Owner Not Available
- C.
  
  Could Not Complete - Bad Contact
- D.
  
  Call Not Necessary - Over Max Attempts
Correct Answer
D. Call Not Necessary - Over Max Attempts
10.

You should ALWAYS call both home and cell numbers.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True
11.

You have ___ seconds to wrap up a call before it times out.

Correct Answer
60
Sixty
12.

You always select "Call Not Necessary" after making the phone call.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False
13.

How do you reach your scheduling software/dealership landing page?
- A.
  
  Pressing Manual Connector
- B.
  
  Go To Autologin Page
- C.
  
  Pressing Start Worksheet
- D.
  
  There is No Way to Pull Up the Dealership Landing Page
Correct Answer
A. Pressing Manual Connector
14.

The phone number is the most accurate way of pulling a customer up in the scheduling software.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False
15.

Where do you put notes taken from the call?
- A.
  
  Agent Notes
- B.
  
  You do not have to write any notes for the call
- C.
  
  The Worksheet
- D.
  
  Agent Notes and the Worksheet
Correct Answer
D. Agent Notes and the Worksheet
16.

All of the customer's information is located in the top section of Five9
- A.
  
  True
- B.
  
  False
Correct Answer
A. True
17.

You do not need to fill out a worksheet if the number you called is a Bad Contact.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False
18.

What information is most important to look at before calling a customer for Toyota Care?

Correct Answer
Estimated mileage, service interval, last service date, expiration date.
19.

The most important information to look at for a Declined Service call is the service that was recommended.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True
20.

What information is required in the Agent Notes section of Five9?
- A.
  
  Attempt Number
- B.
  
  Date
- C.
  
  Notes From the Call
- D.
  
  Initials
- E.
  
  All of the Above
Correct Answer
E. All of the Above
21.

You must put your initials in the worksheet.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False
22.

There are ___ points of the confirmation that you must hit for every scheduled appointment.

Correct Answer
6
Six
23.

Which one of these op-codes is not used when scheduling an appointment?
- A.
  
  DGA-TC
- B.
  
  DGA-DPT
- C.
  
  DGA-REC
- D.
  
  DGA-DEC
Correct Answer
B. DGA-DPT
24.

You are given ___ seconds of preview time, and ___ seconds of wrap up time.
- A.
  
  60 & 30
- B.
  
  15 & 30
- C.
  
  30 & 15
- D.
  
  30 & 60
Correct Answer
D. 30 & 60
25.

What do you do if you run out of room in the Agent Notes section of Five9?
- A.
  
  Erase the first agents notes
- B.
  
  Do not write any new notes
- C.
  
  Erase all of the previous' agent notes
- D.
  
  Tell your team lead
Correct Answer
A. Erase the first agents notes

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Current Version
Jun 17, 2016

Quiz Edited by
ProProfs Editorial Team
Mar 11, 2015

Quiz Created by

Outbound Scheduling Calls

What is the difference between "Could Not Complete" and "Did Not Schedule"

What do you do if you notice that a customer's phone number (listed in the scheduling software) is not in Five9?

What do you do when a customer times out?

What is a "Lost Soul"?

Which of the following is not included on the outbound scheduling matrix?

Toyota Care is the ONLY scheduling call the customer does NOT need to pay for.

Which of the following does the customer have to pay out of pocket for?

You must ALWAYS pull a customer's information up in the scheduling software before calling the customer.

For a 2 attempt campaign, if you see call number 3, what disposition would you use?

You should ALWAYS call both home and cell numbers.

You have ___ seconds to wrap up a call before it times out.

You always select "Call Not Necessary" after making the phone call.

How do you reach your scheduling software/dealership landing page?

The phone number is the most accurate way of pulling a customer up in the scheduling software.

Where do you put notes taken from the call?

All of the customer's information is located in the top section of Five9

You do not need to fill out a worksheet if the number you called is a Bad Contact.

What information is most important to look at before calling a customer for Toyota Care?

The most important information to look at for a Declined Service call is the service that was recommended.

What information is required in the Agent Notes section of Five9?

You must put your initials in the worksheet.

There are ___ points of the confirmation that you must hit for every scheduled appointment.

Which one of these op-codes is not used when scheduling an appointment?

You are given ___ seconds of preview time, and ___ seconds of wrap up time.

What do you do if you run out of room in the Agent Notes section of Five9?

You are given _ seconds of preview time, and _ seconds of wrap up time.