The New Pig
Experience
Experience
the customer is always…
Right
True/False – Pace and Tone can be used to create a great experience
True
this SF object shows open tasks, daily errors, orders on hold
Home Object
this Trend screen is used to opt out of mailings
CMZP
this style of product is used to absorb COWS
UNIVERSAL
2 places where a cx can find promo codes
Website
Catalog
Fax
Email
questions that cannot be answered with just a YES or NO
Open Ended Questions
These are the contact details that are required to verify for a new contact (5)
Name
Title
Email
Phone
Fax
this Trend screen is used to view order history
OEIO
this style of product is hydrophobic, it repels water
OIL ONLY
one phrase that should always end a call
Thank you with Ownership
rephrase this question, open ended: Do you have a promo code?
What promo code?
(answers may vary)
True/False: order information is complete in salesforce
False
True or False/ We can search by Tracking Number in Trend
TRUE
these are 2 basic discovery ?s that we can ask to help find a spill product
What are you looking to absorb?
What is the worst case scenario for a spill?
These 2 are examples of “Courtesy Words”
Please
Thank you
You're welcome
rephrase this statement using positive wording: I don’t know.
I can...
I will..
Great question!
(answers may vary)
This is the name for the search bar, top of the page
Global Search
This Trend screen is used to send order confirmations
OEZAI
True/False: Oil Only absorbents can be used to filter oil from water
False
These are 2 examples of “delighters” or empowerment tools
Promo Items
$ discount
% discount
rephrase this assumptively: What is your account number?
Let me locate your account
Let me get your information
(answers may vary)
this SF object is where we can look for an account by phone number
Search Object
This Trend screen is used for lead times
OEIP
*- Daily Double: while OEIP can be used to see pricing, when a customer asks for pricing, what screen should be used to go above and beyond?
this loose absorbent can also be found in potting soil
Vermiculite