Q&A1
Which of the following scenarios would Follow Efficient Pathway be marked as N/A?
a. FUT2
B. a rep proactively offers text SOP on a written/SMS task.
c. Beth does not answer when we attempt to call her back
d. none of the above
d. None of the above
Beth states they're no longer interested, the CS pushes back, Beth is still not interested. Score Set the stage.
a. Yes
b. N/A
C. NO
D. No se
b. N/A
Beth is validated and gets the appointment reminder. Beth is at the grocery store and can't talk. The CS sets a call for 2 hours out—score Schedule Beth's connection.
a. No- setting up a call without a timeframe
b. Yes
c. No- for failing to ask for a call time.
d. N/A
Alan declines a lead the CS should explain to not answer the next call for 15 minutes since it might be us reaching out back. True or false?
True
Beth's tour time has passed the CS updates the tour time without getting a new tour time from Beth. Where would you mark down?
a. Provide a 6 Star experience- Willingness to help
b. Schedule Beth's connection- Failing to ask for a new tour date
c. Enter Necessary info- Incorrectly Adjusted or canceled a tour
d. Guide toward connection- Ask the necessary question
c. Enter Necessary info- Incorrectly Adjusted or canceled a tour
a. Yes
b. No- closed case errors
c. No- Incorrect disposition.
d. No- Automation Error.
e.N/A
d. No- Automation Error.
We have 7 minutes until Beth's designated appointment time the CS can automate. True or False?
False- SOP in Beth's scenarios states we should keep the call time if it is more than 5 minutes.
Beth's buying timeline is 3-6 months, the CS marks the buying question as True/Yes and proceeds with the connection. Score Validate Beth.
a. N/A
B. No- for failing to ask the buying question.
c. Yes
d. No- for connecting an unvalidated Beth
a. N/A
Beth is no longer interested, the CS pushback and asked Beth when is she free to talk, and Dispositions as unresponsive. Which of the following is true?
a. Mark no for overcoming objection
b. Mark no for Guide toward connection
c. Mark no for incorrect Disposition.
c. Mark no for incorrect Disposition.
The CS greets saying "This is Rudy from the Zillow connections team on a recorded line for quality purposes". Where would you mark down?
a. Be prepared for greeting
b. Remain compliant for the recording script.
c. Remain polite and professional for call distraction
d. Provide a star experience for company Jargon
d. Provide a star experience for company Jargon
Beth Requested text communication only the CS response by sending a pushback for a call time. Score Schedule Beth's connection.
a. Yes
b. No
c. N/A
b. No
Beth Requests us to stop texting/calling them or to remove them from the list, the CS does not reply and dispositions as Stop-follow-up. Score Actively listen.
a. Yes
b. No- for failing to fully acknowledge a response.
c. N/a
c. N/a
The CS answers the call saying "Thank you for calling Zillow" Is this considered using courtesy words?
Yes or No?
NO
Beth is looking to rent, we ask if Beth is open to buying versus renting and mark the checklist as false/No. Score Overcome Objection.
a. N/A
B. No- made a weak attempt.
c. Yes
d. No se
Which of the following are required by SOP on an unreachable number scenario?
a. Internal note
b. Both Internal and Agent notes
c. Agent Note
d. None of the above
b. Both internal and external notes
Beth mentions to the CS that they are under age the CS should still proceed with connecting Beth. True or false?
True
On a FUT4 Beth answers "Hello" CS greets Beth & hears them disconnect. The CS ends the call and dispositions as Unresponsive. Which is true?
a. Mark no for Provide a-6 star experience
b. Mark no for Follow Efficent Pathway
c. Mark no for Guide toward connection
d. Mark no for Remain polite and Professional
b. Mark no for Follow Efficent Pathway
Beth is Unreachable on a FUT2 non-tour case. Which of the following is applicable?
a. Remain compliant
b. Be prepared
c. Remain polite and professional
d. None of the above
d. None of the above
According to the Definitions Doc, asking for Beth's name is a part of:
a. Validate Beth
b. Guide toward a connection
c. Provide a 6-Star experience
d. Enter Necessary Info
c. Provide a 6-Star expoerience
The CS receives an LTA Find Alan Fail as a connected task. the CS sent the script to get a new call time. Score Follow Efficient Pathway.
a. Yes
b.No- incorrect respond method
c. N/A
a. Yes