Quality
What pieces of information should you get for verification?
What is account name, caller name, address, account number, phone number and/or email address.
The time frame needed to set a delivery is?
Can we open an account in Beth’s name if we are speaking to her son? Can we reinstate Beth’s account while speaking to her son?
What is No
What section would you find how to impersonate a customer's online account?
What is Online Portal
What part of ECIR does this statement belong to? “I understand the price is higher than you expected, would that be the only reason for your cancellation?”
What is Isolate
An example of an ownership statement?
What is "I'd be happy to help you with that!" or "I'd be happy to look into that for you."
If there is a container on site, what should we do when setting an order?
What is Select no delivery needed
How do you find the case steps for change of ownership?
What is In the Salesforce search bar type in "Case Steps Change of Ownership Residential"
What section do you find residential cart information?
What is Tools
What should be included at the end of every call?
What is Asking if they have additional questions and a branded close.
What is a value statement?
What is a statement that provides value to the company and services we provide.
What should be done on every call to ensure a better accuracy score? (multiple answers, list 3 of the 8 possible answers)
The customer on the line is part of a municipality and wants rates. What is the process to quote this customer? Do you provide the rates from KMT, or do a new order form?
What is Do a new order form
What section would you find FAQs on our fees?
What is Billing and Fees
What is the Trifecta in regard to customer zeal?
What is Empathy, Probing Questions, and Taking Ownership
Where are preferences located?
What is under the contact in the preferences tab.
When setting an order, you should always confirm there isn't a what?
What is an existing account
A customer calls in for a quote. You provide the information and customer says thank you and goes to end the call. What do you say at this time to close the sale?
What is "If those services sound good to you, we can get the container delivered on ___" Continue with probing questions, value statements and ECIR.
What section would you find empathy statements and positive verbiage swaps?
What is Customer Zeal
What is a good empathy statement for a customer who is calling in about trash being scattered on their street from a pickup they had this morning?
What is "I am so sorry to hear that! We strive to provide reliable service and this does not meet the mark."
In closing a call, what all should be said?
What is summarizing the call, asking for additional assistance, and a branded close.
How do you obtain the date a price change will start?
What is reconciliation or the most recent invoice
A customer is moving into a new home and wants to start service. What is one thing you should confirm before moving forward (after you confirm that we service the area)?
What is That there is no existing account
What section would you find the waste assessment and ECIR refresher?
What is Retention and Negotiation
How do you state this phrase with positive verbiage? “Unfortunately, I can’t get your pricing any lower than it is currently.”
What is "After reviewing your account, it looks like you are at the lowest rate I can currently offer in your area"