Customer Service 101
Name That Term
Guess That Movie
Customer Detective
Random Trivia
Name that Product
100
This phrase describes putting yourself in the customer’s shoes and acknowledging how they feel.
What is Empathy?
100
The abbreviation commonly used for Average Handle Time.
What is AHT?
100
Toys secretly come to life when their owners aren't around.
What is Toy Story
100
The first thing you should do when the customer's explanation isn't completely clear.
What is ask clarifying/probing questions?
100
This is the largest planet in our solar system.
What is Jupiter?
100
This interior accessory helps protect a vehicle's carpet from dirt, mud, spills, and everyday messes. 
What are Floor Liners?
200
Before offering a solution, an agent should make sure they fully understand this.
What is, the customers concern or issue?
200
The abbreviation commonly used for Customer Satisfaction.
What is CSAT?
200
On Wednesdays , We wear pink
What is Mean Girls?
200
A customer contacts us about a product issue, but before troubleshooting can begin, you need to confirm the vehicle information. What three details should you verify?
What are Year, Make & Model (YMM)?
200
This is the only mammal capable of true flight
What is a bat?
200
Identify the product type shown in the image.
What is an Aftermarket Wheel?
300
Repeating a customer’s concern back in your own words is an example of this communication skill.
What is active listening?
300
The process of transferring a situation to someone with additional authority or resources.
What is escalation?
300
A group has to reconstruct yesterday before they can fix today.
What is The Hangover?
300
This type of question usually can't be answered with only “yes” or “no.”
What is, an open ended question?
300
This is the capital of France.
What is Paris?
300
Unlike a tubular nerf bar, this truck accessory provides a wider, flatter stepping surface that runs along the side of the cab.
What are Running Boards?
400
You say this phrase when you need a few moments to research something for a customer.
What is, may I place you on a brief hold?
400
Written information regarding what happened during a customer interaction.
What is documentation?
400
Dinosaurs are brought back to life for a theme park, and things go very wrong.
What is Jurassic Park?
400
While reviewing a Sales Order, you see B2B under Sales Channel. You've just discovered what type of customer?
What is a B2B customer?
400
This element has the chemical symbol K.
What is Potassium?
400
Unlike folding or rolling covers, this tonneau cover slides along rails and stores toward the front of the truck bed, allowing you to open as much or as little of the bed as needed.
What is a retractable tonneau cover?
500
Clearly explaining what will happen next and when helps an agent properly set these with a customer.
What are expectations?
500
The period immediately following an interaction when an agent completes notes or other required tasks.
What is after-call work/follow-up?
500
A teenager accidentally travels from 1985 to 1955 and has to make sure the teenager's parents fall in love.
What is Back to the Future?
500
Seeing the same issue occur repeatedly may reveal this.
What is a pattern/trend?
500
This organ is the largest organ of the human body.
What is the skin?
500
When you run out of room inside the vehicle, this open-air accessory lets you carry your gear up top.
What is a Cargo Basket?
600
Before ending an interaction, an agent should confirm the issue has been addressed and make sure the customer understands this.
What are the next steps?
600
A request used when an issue doesn't have its own specifically assigned request type.
What is a General Services Request?
600
Two Detectives have very different approaches to doing the same dangerous job, and neither approach is particularly calm.
What is Bad Boys?
600
Tracking shows movement stopped several days ago. Before assuming the package is lost, investigate this information.
What is the tracking history/status?
600
This is the world's largest island that isn't considered a continent.
What is Greenland?
600
This RealTruck product takes camping to a whole new level—literally. What is it?
What is the Realtruck GoTent?