Customer Experience & Call Flow (Does it REALLY Matter?)
What two aspects make up a proper greeting?
Company branding & your name
What does the acronym UFC stand for?
Up Front Contract
Jeff Clark Trader offers what type of recommendations?
Options
What is an example of an open-ended question to get the cancel reason?
What is it about the service that made you decide to cancel?
In the Harry Potter series, what are the beings that guard Azkaban called?
Dementors
When verifying a customer's account, what pieces MUST be verified and by who?
Email, mailing address & phone number (only if not already on the account) & the customer should provide this information
When should the UFC be provided?
At the onset of the call, either before or after the verification
Which analyst offers Crypto recommendations and services?
Luke Lango
When offering AR cancel as retention, what attempt number should this be?
Your second attempt
What movie is the following song lyric from? “I put a spell on you, and now you’re mine! You can’t stop the things I do I ain’t lyin!"
Hocus Pocus
When a customer states something personal on the call, such as my husband recently passed away, what is the best way to engage with them?
Express Empathy!
What are the three required aspects of UFC?
Acknowledgement, Agenda, & Timeframe
For the Masters in Trading brand, what tools are used in the Earnings Advantage service?
Earnings Academy Tool, Earnings this Week Tool, & the Discord Channel
If a customer declines your first retention attempt, how many more attempts should you make?
At LEAST one more
What movie is the following quote from? “Seven days”
The Ring
What are the three parts to successfully ending the call?
Summary, Probing, & Closing
In the following example, what is missing from the UFC? “I’m sorry you were unexpectedly charged and I will investigate that for you. It should only take about 5-7 minutes.”
Agenda
What is included in the Delta (DELT) package?
“I have NAVL, but I don’t trade stocks. I’m more interested in cryptos, so I want to cancel.” What retention could we offer to this customer?
We could offer to switch the customer to a different FE sub such as COIN that offers crypto recommendations
If you say the name 5 times in front of a mirror, who appears?
Candyman
“I am new to investing, I just purchased EFIR, and I have no idea what I’m doing.” How would you direct this customer to get started with the service and trading?
Assist them with logging in to the website & direct them to the resources section. They can use the getting started guide & owner’s manual to understand what the service offers, the type of trading they can expect to see, and what resources they have available. You can also advise of the portfolio for active recs & the issues & updates for all actionable information.
“I don’t even know what I have with you or who you are. I need to find out why I was charged.” What is a proper UFC in this instance?
I’m sorry to hear you were charged and are unaware of it. I will look up your account, see what services you may have with us, and go over any issues that require your attention. This should take about 5-8 minutes
Are C/S agents allowed to sell JCA? What two bundles can C/S not sell? (
Yes & OMNI & TSPM
“IP offers text alerts when new recs and updates are available, but JC doesn’t so I feel like I’m missing out on important information. I’d rather just cancel this service due to this.” What can we advise the customer JC has to retain them?
A mobile app that they can turn push notifications on for to receive all new updates!
What is the name of the clown from IT and who was the first actor to portray this character?
Pennywise & Tim Curry