Upselling
What are the mandatory upselling items for August?
Automatic recharge, newsletter, and always higher denomination of course.
Explain the concept of "two ears, one mouth".
Try to listen more. Clear your mind and listen to hear what the caller is trying to say. You want them to know you're paying attention.
The minimum threshold for AR is…
$5
Name 3 blacklisted countries.
Nigeria | Ethiopia | Egypt | Sudan | Eritrea
In which month do we celebrate the Nobel's anniversary?
August.
As per QA, when is it mandatory to upsell?
All calls which result in the customer being willing and able to use the service are considered upsell opportunities.
Explain the concept of "putting yourself in the customer's shoes".
Try to imagine how you would feel in the same situation. How would you respond and react if you were the caller?
True or False: The billing profile used for the last successful payment will automatically be set as the default card.
TRUE
Name 5 fraudulent indicators you can check in TM.
High initial order | Name/e-mail address mismatch | Name/accent mismatch | Several cards used for a single purchase | High number of uncharged orders in a short time frame | IP/ billing address mismatch | Invalid contact phone number | Randomly amounts purchased | Fast usage | Random countries called | High rate destination countries called | Referred by fictive person with suspicious e-mail address and recently opened account
What is our cultural and inclusion program called?
Colors of Nobel.
Define the meaning of upselling.
Try to convince (a customer) to purchase something additional or at a higher cost.
Mention the 4 steps to handle objections.
Listen carefully | Understand the objection | Respond properly | Validate your customer's satisfaction
Name 3 things you need to avoid when sending an email.
Spelling errors | Walls of text | Unprofessional wording | Wrong templates | No subject line | Bold or capital letters
Explain what is theft.
A deliberate act to obtain an unauthorized benefit by using deception, false suggestions, suppression of truth, or other unethical means.
What is the Nobel's reading club called?
Nobel Anonymous Reader Association (N.A.R.A.)
Mention at least 3 benefits of AR upsell.
$5 threshold | 10% bonus | Peace of mind | Higher denomination beneftis
Explain how to deal with the "Executive" type of angry customer.
They expect you to know who they are, their problem, and how you can fix it for them. Be patient, explain what you’re doing, and why you need the information.
Mention 3 methods to ensure effective communication when making outbounds.
Prepare the call | Be clear about what you want | Remember the other person has non-verbal cues | Mind your tone of voice | Listen carefully | Speak clearly
Explain what is friendly fraud.
Purchasing goods or services with a credit card belonging to their friend or relative. Friendly fraud is perpetrated intentionally with the intent of later requesting a payment reversal (chargeback).
Name at least 3 Nobel values.
We are a winning team | The customer drives what we do | Excellence is what we want | We celebrate our success | What the mind can believe, we can achieve.
How do you properly upsell AR to your customers?
If you activate auto-renewal on your account, you'll receive a 10% bonus on each order! When your balance falls below $5, your account will auto-recharge $40, and with the bonus, you’ll get $44. Would you like to take advantage of this offer today?
Two of the most convincing phrases to prevent an objection are…
Many of our customers are choosing… | Experience has shown me that…
Explain how "asking questions with intent" works and give us an example.
Ask questions that they will answer with a “yes”. Try to make a connection between the question and what you’re selling. If I told you you could get more credit every time you recharge, would you be interested?
Name at least 4 indicators identified in the most recent fraud pattern.
IPs from Canada/Australia | Billing address from Canada/Australia | Orders cards to Serbia, Colombia, Benin | Fraudulent calls are made to Lithuania | Unreachable when called to confirm the order
Name 3 out of 5 awards from the Better Together motivational program.
Mr. or Mrs. Congeniality | Schedule Wildcard | Wolf or Wallstreet | Chief Closer | Cruising and Crushing.