Call Management
Vocabulary
"The STAR"
Marketing Concept
Success of a Business
100

Appropriate Greeting & Authentication Verbiage

What is:

Thank you for calling the Employee Service Center, this is ________.

May I please have your name and employee id#?

Thank you, ____.  Please give me a # that I can call you back if we get disconnected

100
The process of developing customer satisfaction.
What is Customer Service
100
The method to organize customer service
What is providing a good SERVICE
100
Hidden Needs
When CUSTOMERS HIDES THEIR WANTS & NEEDS
100
What is being sold?
What are PRODUCTS
200

Appropriately Placing Customer on Hold 

What is:

Asking the customer permission to be placed on hold,hold time is <2 minutes, thank customer for allowing to be placed on hold

200
When customers hint about what they want.
What is Hidden Needs
200
Creating a win-win situation.
What is SATISFACTION
200
To be explicit
When the customer knows EXACTLY what they want
200
What the cost will be?
What is PRICING
300

FREE POINTS!!

FREE POINTS!!

300
Concerns that keep the customer guarded.
What are Barriers
300
Creating a customer profile.
What is TARGET MARKET
300
Customers barriers
What are the Concerns that keep customers GUARDED.
300
How much money the business will make.
What is PROFIT
400

Not Interrupting the Customer

What is:

Do not over talk the customer, wait until the customer completes his/her statement before you begin

400
The customer know exactly what they want.
What is Explicit Needs
400
Focuses on personnel's hiring skills.
What is APTITUDE
400
Customer Service
What is CUSTOMER SATISFACTION
400
When a product is sold during a certain season.
What is TIMING
500

DOUBLE BONUS POINTS!!!


What is POSITIVE LANGUAGE

500
The focus of the business of needs and wants.
What is Marketing Concept
500
Focuses on providing a service such as social media or via internet.
What is RESOURCES
500
Marketing Concept
When a business focuses on the WANTS and NEEDS of customers.
500
People who work for you.
Who are EMPLOYEES
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