True/False
It's the Lead Generator's responsibility to ensure all customer information is updated in Salesforce, not the Scheduling Coordinator's.
False
Which of the following is NOT typically considered essential caller information to update in Salesforce?
a) Customer's Name
b) Customer's Favorite Color
c) Phone Number
d) Email Address
b) Customer's Favorite Color
This is the rating Trinity Solar has with the Better Business Bureau.
A+
If a customer's preferred contact method is text, the Scheduling Coordinator should update the SMS opt-in field in Salesforce and send a verification text.
True.
Updating the SMS opt-in field and sending a verification text are both essential steps to ensure accurate contact information and maintain appropriate communication preferences with the customer.
Where should caller information be primarily updated in Salesforce?
a) In the Call Log Notes
b) On the Lead or Opportunity and Contact page
c) In the Agent's Personal Notes
d) On a Sticky Note
b) On the Lead or Opportunity and Contact page
This is the year Trinity Solar began installing solar panels.
2004
Data hygiene, such as correct spelling and capitalization, is not important when updating customer information in Salesforce, as long as the information is generally correct.
False.
Data hygiene is essential for accurate reporting, preventing duplicate entries, and maintaining a professional image. Inaccurate data can lead to confusion and wasted time.
What is the primary reason for ensuring caller information is updated accurately?
a) To make the call log look neat.
b) To avoid having to ask the customer the same questions again.
c) To impress the Quality Assurance team.
d) To ensure efficient follow-up and personalized customer interactions.
d) To ensure efficient follow-up and personalized customer interactions.
Corporate Headquarters is located in what city/state?
Wall Township, NJ
If a customer asks to no longer be contacted by Trinity Solar, the Scheduling Coordinator should update the "Do Not Call" field in Salesforce themselves.
False.
The Scheduling Coordinator should request that a manager add the customer to the "Do Not Call" list. They should not update this field themselves.
An agent realizes they misspelled a customer's name in Salesforce. What should they do?
a) Ignore it; it's not a big deal.
b) Correct the spelling immediately in Salesforce.
c) Make a note of the correction in the Call Log.
d) Ask their team lead to correct it later.
b) Correct the spelling immediately in Salesforce.
Trinity Solar began in 1994 as what type of company?
HVAC
The Scheduling Coordinator should only update customer information in Salesforce if they successfully schedule an appointment.
False.
The Scheduling Coordinator should update customer information whenever necessary, regardless of whether an appointment is scheduled. Accurate data is important for all customer interactions.
Why is data hygiene (e.g., correct spelling, capitalization) important when updating caller information?
a) It ensures accurate reporting and prevents duplicate entries.
b) It makes the Salesforce database more aesthetically pleasing.
c) It helps the agent remember the customer's name.
d) It's a requirement from the IT department.
a) It ensures accurate reporting and prevents duplicate entries.
How many total solar installations has Trinity Solar accomplished since 2004?
100,000+ installations