DPA & Compliance
What must be completed before discussing account-specific information with a customer?
Data Protection Authentication (DPA).
What question was the most common QA fail last week?
Do you currently have any revenue-based financing?
What simple phrase was missed on several audited calls?
Thank you for your time.
Do you currently have any revenue-based financing?
SCRIPT ✅
who is always 1 blink away from falling asleep?
Nokwanda
Name two pieces of information used to verify a customer.
What question establishes urgency?
When are you hoping to secure funds?
Name two things that should happen before transferring a customer.
Any two:
As long as you're approved, you'll definitely get funding in three days.
SKIP ❌ (Misrepresentation)
Most likely to turn a 2-minute call into a TED Talk.
Tristan
What compliance risk occurs if you disclose customer information before authentication?
A data protection breach.
Why do we ask customers what they intend to use the funding for?
To understand customer needs and assist with qualification.
A customer asks for a callback. What should you do?
Acknowledge the request, explain next steps, and note it for the Account Manager.
Other than that payment processor, do you have any other providers?
SCRIPT ✅
What Would QA Say?
QA has entered the chat
Recite the privacy policy statement or explain why it must be delivered.
Customer must be informed that calls may be recorded and that the privacy policy is available on the website.
A customer wants funding "sometime next year." What does this indicate?
The lead may not be ready for immediate transfer and requires future follow-up.
Give an example of a complete professional close.
Thank you for your time today. I will now transfer you to one of our dedicated Account Managers who will discuss the available funding options and next steps with you.
I don't need to ask the funding timeline because the customer wants financing.
SKIP ❌
"I'm always forgotten. QA talks about me every daily. I determine affordability."
Existing Revenue-Based Financing