Empathy
What should you do first when a customer is upset?
A. Ignore their concern and move to the solution
B. Acknowledge their feelings and reassure them
C. Put them on hold immediately
B) Acknowledge their feelings and reassure them
For a 12×12 room, I would recommend a __________ air conditioner.
12000 BTU
What is the price including tax for the Frigidaire Pro. 30 seconds to answer
$553,999 - $637,098.85
T/F
When selling solar products tax should be added.
False
Why is empathy important when assisting customers?
A. It helps customers feel heard and valued
B. It shortens every call
C. It avoids system checks
A. It helps customers feel heard and valued
What is the new refrigerant gas that was introduced in the recent Panasonic training for a/c units.
R32
When is the last day of the A/C SOYS service promotion
August 31
What is the first action you should take when you see that an item has 5 units or fewer available in inventory?
You should confirm availability with the Warehouse Team before confirming the quantity with the customer.
Which of the following is an empathetic response?
A. “That’s not my department.”
B. “Calm down.”
C. “I understand how frustrating that must be, and I’ll do my best to help.”
C. “I understand how frustrating that must be, and I’ll do my best to help.”
Why is R32 being considered as a new refrigerant?
Because it is a more environmentally friendly alternative that helps reduce global warming impact.
How long does a standard AC service take per unit?
1 HR--------
A standard service for one split AC unit typically takes between 45 minutes to 1.5 hours, depending on the condition and accessibility of the unit.
Who should you email when confirming stock availability for items with limited inventory, and who should be copied in the email?
You should email:
You should also copy:
Which phrase is NOT empathetic?
A. “I see why that would be upsetting.”
B. “Let me help you with this.”
C.“That’s not really my responsibility”
D. “I’m here to support you.”
“That’s not really my responsibility”
Customers asked about our AC units for $15,999. What do you advise?
Price refers to the servicing of AC units
What is the total cost to service 7 commercial A/C units under the SOYS service promotion.
Only Residential Customers
Name one HR officer.
Danielle Wright
Shevier Robbinson
“Using the AAA Framework (Acknowledge, Assure, Assist), formulate an empathetic response to a customer’s concern.”
Acknowledge:
Thank you for reaching out, and I completely understand how frustrating it can be when you’re experiencing this issue.
Assure:
Please be assured that we take your concern seriously, and we’re committed to getting this resolved for you as quickly as possible.
Assist:
Let me look into this for you right away. If you can share a few more details, I’ll guide you through the next steps or escalate it to the relevant team to ensure it’s handled promptly.
On a standard AC service, what many recoils should be used to service 23 A/C units.
46 Recoil
How many black Panasonic 0.9 microwave is available KIN-WH-01 ?
20 seconds to answer
72
What is the labour charge for disposal of old equipment; 10 kva generator and above?
$8000