SALES
APPLE STORE
SERVICE
100
THIS PR IS THE ONE WE USE FOR CUSTOMER ENGAGEMENT SALES CALLS. NAME THAT PR!
What is PR171
100
THIS PR IS THE ONE WE USE FOR CUSTOMER ENGAGEMENT APPLE STORE CALLS NAME THAT PR!
What is PR2315.
100
THIS PR IS THE ONE WE USE FOR CUSTOMER ENGAGEMENT SERVICE CALLS NAME THAT PR!
What is PR2292
200
THIS STEP OF THE CUSTOMER ENGAGEMENT MODEL FOR SALES SAYS WE NEED TO DO THIS BEFORE ASKING PROBING QUESTIONS.
What is ASK PERMISSION.
200
WHEN LISTENING TO OUR CUSTOMER WE SHOULD TAKE NOTE OF THESE KEYWORDS.
What is WHO, WHAT, WHEN, WHERE, WHY, AND HOW.
200
NAME THREE OUT OF SIX CHARACTERISTICS THAT HOLD TRUE FOR EVERY GREAT CUSTOMER SERVICE EXPERIENCE.
What is RESPECT, COURTESY, POLITENESS, LISTENING, EXPERTISE, OWNERSHIP, AND RESOLUTION.
300
ONCE WE UNDERSTAND THE CUSTOMER'S NEEDS, WE NEED TO RECOMMEND A ____________ SOLUTION.
What is COMPLETE.
300
WHEN WE CLOSE AND CONFIRM, OUR CUSTOMER ENGAGEMENT MODEL FOR APPLE STORE CALLS TELLS US WE NEED TO __________ THE CONVERSATION.
What is SUMMARIZE.
300
UNLIKE RETAIL STORE CALLS, WHEN GREETING THE CUSTOMER ON SERVICE CALLS WE MUST BRAND _______.
What is APPLE.
400
DURING THIS PART OF THE CUSTOMER ENGAGEMENT MODEL FOR SALES WE NEED TO GREET, OFFER OUR FIRST NAME, OFFER TO HELP, AND __________.
What is QUALIFY THE CUSTOMER.
400
THIS PART OF THE CUSTOMER ENGAGEMENT MODEL FOR APPLE STORE CALLS TELLS US WE HAVE TO COMMUNICATE WHAT WILL HAPPEN NEXT IN THE PROCESS.
What is EXPLAIN NEXT STEPS.
400
WHEN LOCATING THE ORDER ON SERVICE CALLS, IT IS IMPORTANT TO LOCATE THE ORDER AND _________.
What is VERIFY THE CUSTOMER NAME AND BILLING ADDRESS.
500
OUR CUSTOMER ENGAGEMENT MODEL FOR SALES SAYS WE NEED TO ASK FOR THIS TO CHECK ISELL PURCHASE HISTORY.
What is APPLE ID
500
THIS STEP ALLOWS FOR QUESTIONS TO HELP SPECIALIST UNDERSTAND THE CONTEXT OF THE CUSTOMER'S INQUIRY.
What is DISCOVER & CLARIFY.
500
ELIGIBLE IPAD, IPHONE, MAC, AND APPLE WATCHE ALLOW CUSTOMERS THIS TYPE OF SESSION.
What is PERSONAL SETUP SESSION.
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