For-Tech Electric
Diamond Trumpet Dawna
Telephone Ettiquette
N.W.T Infotech
Sales
100
Who is the Chaya Forcheimer?
What is the Executive Assistant
100
When a caller ask to speak to Dawna we do what?
What is TEXT the OFFICE
100
An operator should answer the phone in this many rings when a call comes into the call center.
What is answer the call on the first ring?
100
What are consider emergency on this account?
What are Medical ER, Fire/Flood, and if caller indicates it an ER
100
The four applications available with SimplyOne and Next PBX.
What are: Voicemail, Redirect, Hotline and VPA
200
What is the billing increments when exceeding the hr minimum?
What is 6minute?
200
What type of marketing does the company do?
What is online and direct?
200
This should occur in the first 30 seconds of a call.
What is asks for the callers name and telephone number.
200
What information do we need to search for a product?
What is the part #
200
VPA is short for this. For an extra 200 points Explain what VPA is?
What is Virtual Personal Assistant.
300
We advised callers " Normal service call costs 85.00 +tax (7%). Anything under 1 hr you will be billed for 1 hr, over 1hr billed in 6 min increments. Payment due at the time of service. " "Thank you for calling someone will contact you with a scheduled time."
What is non urgent service calls
300
What are the days and times for the Business Presentation and Training?
What is Training on Saturdays at 10am and Business Presentations on Thursdays at 7pm
300
An operator would preform these steps if a caller refuses to give you his telephone number.
What is get it from the caller id, typing id behind the number or write the words caller refused.
300
When the caller ask for the website we do what?
What is provide website (information is public)
300
Telephone numbers are not available in these areas.
What is Maine, Alaska and Iowa.
400
When a caller advise they need a quote or estimate done we advise what statement?
"Great. I will forward this information to Mr. Forchheimer (Forsh heim er), he will contact you shortly to arrange for plans."
400
True or False We fill out the web for information for situation 2 and cancel out of TAS
False
400
To verify means to do this with a callers information.
What is read it back to the caller.
400
"I need to speak with Craig Barnes" what do we say and do with the message?
What is "He is not available at moment; can I help you with something." Email message to Mary
400
A customer contract is this long.
What is there isn't a contract to sign.
500
Without stumbling pronounce the account holder's name
Yaako (ya KOV) Forcheimer (forsh heim er)
500
What statement is advised to the caller at the end of each sign up/info calls
"Dr. Dawna Wright's office just e-mailed you information about the Network Activities. She will call you personally within 24 hours. Feel free to connect with her on Facebook, Twitter, and Linked In."
500
An operator would do this if a caller is irate and insisting on speaking with someone on a message only account.
What is remain calm, and in an empathetic way offer to take a message.
500
What do we advise the caller if product has multiple prices?
What is "It looks like there are several configurations and prices for this item. Can I have customer support call you back or e-mail you a formal quote."
500
SimplyOne and Next PBX handle these many calls at once on a local number.
What is 4 simultaneous calls.
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