Supplies
What item would you offer if the client is stating they are having poor print?
Cleaning kit
What is the max hold time that PB recommends?
2 minutes
What should be completed before you let the client go?
Case or Case Comments
At what point would you start and save your case?
After the verification is completed and before ending the call.
What program would you use to order supplies and parts?
SAP
If the machine is getting an algae back up, what could you offer?
EZ seal
What can you do to prevent the client from repeating information?
Listen and write down notes
What is AHT and why is it important to be efficient?
Average Handle Time - The average duration of one transaction, typically measured from the client's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.
Lower handle time, client can get back to their job, help the next client sooner
During the reboot what could you be talking to the client about for a more efficient call?
Check the fusion portal to provide useful information about their ink, refill reports and meter connection activity.
Where can you find the master supply list and parts list?
The library-
Reference Materials- Supplies
Equipment Materials-Master Parts list
What would you use to clean the capping station on the DM300C, DM400C, DM450C, and DM475?
The Swab from the cleaning kit
What information is to be verified on EVERY call where you are creating the case?
Company name, clients full name, direct phone number, and the email.
What is the ACW (aftercall) goal?
0-60 seconds
While you are starting the case, what else could you be doing with the client?
Ask probing questions.
If you use the fusion portal on a call, are you supposed to note it? If so, where?
Case comment and enter in FP
Can you overnight a cleaning kit with Canned air?
No, Canned air can only be shipped out ground.
What are the 3 unique identifiers that are recommend to use to pull up the account?
Account number, PCN/Serial number, or previous/current case number.
What are the goals of this training?
Lower average handle time while providing excellent client service, provide an accurate resolution to prevent client call backs, to provide you with a more seamless call flow, to help reduce/eliminate after call. Cross sell
How many minutes into the call SHOULD you start your case?
2-3 minutes
What is the Powerguard?
Protect against common electrical problems such as surges, spikes, lightning and high voltage.
What is your commission rate on selling value added supplies?
Sold Commission
$2,500 15%
$2,200 12%
$1,700 11%
$1,200 10%
$800 8%
$500 7%
$300 5%
What is the break down for a 1, 2, and 3 rating on your evaluations?
1= 95 - 100 Client Champion
2= 90 – 94.99 Client Advocate
3= <89.99 Focus on Client Experience
What are the benefits of an efficient transaction?
Reduced Handle Time
Reduced After Call Time
Increased Client Satisfaction
What is an outline of the perfect call?
Verify account, create case, save case, find knowledge, edit case, add your troubleshooting notes to initial details, attach your knowledge article, provide the case number to the client, close the case or dispatch a tech. End the call.
Cross Sell
What system can you use to see if the client is enrolled in auto ink?
Fusion Portal