Standard SOP
When Beth answers yes to all validation questions, this path toward a connection is called.
The Happy Path
A statement made to express ones readiness to connect Beth
Willingness to Help Statement
Using this type of language will result in an instant 0 on the task.
Profanity or Unprofessional Language
When using this disposition, we must leave an explanation with quotes in the Internal Notes
Not Interested
"I'll get you connected to a local agent" is an example of what type of language?
Assumptive Language
The follow up that is after a Touch 1 but is not a touch 2
Touch 1.5
We need to maintain appropriate _____ and _____ during the interaction. (Two common terms used in music)
Tone and Pace
We cannot place Beth here unnecessarily or without reason.
Hold
When a validated Beth responds 'Yes' to the Call Later reminder text, this disposition should be used.
Automated Live Transfer
Unless stated otherwise, we should always assume Beth is ready to do what?
Connect with an Agent
It is illegal to do this on the phone if it is not stated you are doing so during the call.
Record
When you do not attempt to calm Beth down when they raise their voice
Failure to De-Escalate
A common practice among High School students, do not do this with a task.
Skip
If the call is commercial nature, use this disposition.
Spam
Stating things like "An agent can't help you with that." This CS guilty of what?
Steering away from a connection.
We may not give this to Beth, even if it is asked for.
Real Estate Advice
"Yes, sir" "No, Ma'am" "Pardon Me"
Courtesy Words
Staying on what without reason will result in a QA score of 0pts.
An Open Line
The only time we use an Automated Live Transfer disposition and don't call anyone following a failed Automation
Text SOP
Dispositioning as "Not Interested" when Beth presents an objection is known as what?
Premature Removal of a potential Beth
In an effort to to stay compliant, We no longer ask if Beth is open to this.
Working with a new agent.
Turning on the Lights by explaining how we serve Beth and everything Zillow.
Subject Matter Expert
The maximum amount of time to leave Beth on hold without checking in.
5 Minutes
When Beth inquiring about Owner Financing, this would be the correct disposition.
Renter
When speaking with Beth on a Touch 4 is it SOP to not push back when they say they are no longer interested
No, Always push back at least once.