Random
Give an example of expressing empathy, without saying sorry or apologizing
Open
Name three of the Call Opening requirements
-Open call within 5 seconds
-Sound happy to assist/enthusiasm
-Identify department and self
-Obtain first name name
-Obtain dealership name or DTID
-Confirm new or existing case
What is our QPA goal?
90%
True or False:
I should always make the attempt to warm transfer a call.
True
How can you earn an Exceeds in Language?
-use a wealth of positive and polite words during the call
-positively and constructively suggest involvement in the call
You are about to place the caller on hold, set the appropriate expectation?
-Provide the reason for hold
-provide an approx time frame for the hold
Name the three steps you take when you see a "Red Stop sign" next to the caller's name in Sales force
-verify phone number
-verify email address
-select the verify button in salesforce
How many ways can you earn bonus points?
2
True or False:
It is okay to verify the caller's contact information on dealertrack.com.
False:
You should be confirming the contact information in Salesforce.
Name a way to earn a BELOW in Communication
-incorrect name
-not picking up on keywords
-does not apologize for interrupting the client/asking to repeat information
-does not allow the client to speak
-misses opportunity to express empathy.
How can you earn bonus points?
-offer survey
-get a positive comment from the caller
Name three of the QPA categories you are measured on
-call opening
-tone
-language
-fact finding
-communication
-call handling
-account verification
-product knowledge
-case notations
-responsibility and accountability
-call closing
How many days do you have to appeal your score?
3 days from the score date
True or False:
After multiples holds, it is okay to ask the caller if you can give them a call back.
True
If you provide inaccurate information, which category would you lose points in?
Product Knowledge
If the case is Non FCR, what should you provide the caller before disconnecting?
-case number
-follow up expectations
Name three ways to Auto Fail
-Call not documented
-Profane language
-Earned Unacceptable in 3+ categories
-No case comment added on a new or existing case
-Inappropriate/derogatory remarks left in notes
-Behavior negatively impacted the client or the company.
How many categories do not have a MET expectations option?
2
True or False:
It is okay NOT to verify the email address during security process, since I confirmed it earlier in the call.
False.
Which category lists the hold time requirements?
Call Handling
Provide at least 1 tip for De-escalation.
-Do not take it personal
-Listen to what the caller is saying
-Remain calm
-Express empathy
-Stay positive
-Attempt to provide a solution
Name three ways to get an unacceptable in Case Notations.
-No case created
-no notes added to an existing case
-logs case with fake or incorrect information
-case closure without proper follow up attempts
-case opened under incorrect DT ID
How many categories are you measured on for QPA?
11
True or False:
It is okay to respond to the caller with "I don't know" after a question is asked.
False: you do not want to respond to the caller with I don't know.
True: if you happen to use "i don't know", you should be following that up with a solution.
If you place blame on another company, department, peer, etc... Which category would you lose points in?
Responsibility and Accountability