True or False
An agent should be focused only on the customer during an active call.
True
Undivided attention is crucial for providing excellent customer service. The customer deserves the agent's full attention during the call.
What is the PRIMARY focus of Guideline #1: "Agent is ready and engaged to open call"?
a) Gathering customer information quickly.
b) Projecting a professional and enthusiastic image of Trinity Solar from the start.
c) Explaining the purpose of the call.
d) Confirming the customer's appointment time.
b) Projecting a professional and enthusiastic image of Trinity Solar from the start.
The primary focus is on creating a positive first impression.
This is the rating Trinity Solar has with the Better Business Bureau.
A+
It's acceptable to have internal program notifications audible to the customer.
False
Internal program notifications can interrupt the flow of the conversation, distract the agent, and make the customer feel like they are not the agent's priority. Ensuring sound settings limit/mute background noise is essential.
Which of the following demonstrates BEST readiness and engagement at the start of a call?
a) Agent answers after 5 rings, sounding rushed and out of breath.
b) Agent answers within 2 seconds with a clear, enthusiastic greeting and immediately confirms customer information.
c) Agent answers promptly but has background noise from a TV.
d) Agent answers quickly but uses slang and informal language.
b) Agent answers within 2 seconds with a clear, enthusiastic greeting and immediately confirms customer information.
This option best demonstrates promptness, enthusiasm, professionalism, and preparedness.
Corporate Headquarters is located in what city/state?
Wall Township, NJ
Responding within 2 seconds on an inbound call demonstrates call readiness.
True
A prompt answer shows the customer that their call is valued and that the agent is readily available to assist them. Answering quickly is a key component of a positive first impression and efficient customer service.
An agent is on an outbound call. The customer doesn't speak within the first 4 seconds. What should the agent do?
a) Hang up and try again later.
b) Wait patiently for the customer to speak.
c) Immediately announce themselves and the company.
d) Play a brief hold message.
c) Immediately announce themselves and the company.
On outbound calls, the agent should take the lead if the customer doesn't greet them within four seconds.
This is the year Trinity Solar began installing solar panels.
2004
Background distractions, like watching TV, are acceptable while on a call, as long as the agent answers promptly.
False
Even if the agent answers quickly, background distractions like television, music, or conversations create an unprofessional and disruptive environment. The customer may hear these distractions, which makes it seem like the agent is not fully focused on the call. A quiet and professional workspace is essential for call readiness.
Which action would MOST likely detract from an agent's "readiness and engagement" score?
a) Reviewing customer notes immediately before placing an outbound call.
b) Having their headset microphone positioned correctly.
c) Listening to music while waiting for inbound calls.
d) Answering promptly with a warm greeting.
c) Listening to music while waiting for inbound calls.
This demonstrates a lack of focus and professionalism.
Trinity Solar began in 1994 as what type of company?
HVAC
On an outbound call, if the customer doesn't greet within 4 seconds, the agent should announce themselves.
True
If the customer doesn't answer or speak within four seconds, the agent should politely and professionally introduce themselves and the company to begin the conversation. This ensures the call progresses efficiently.
What is the importance of an agent's enthusiasm at the call opening?
a) It helps the agent feel more positive about the call.
b) It makes the call go faster.
c) It ensures the customer will be more likely to buy solar.
d) It creates a positive first impression of Trinity Solar.
d) It creates a positive first impression of Trinity Solar.
Enthusiasm helps create a welcoming and professional image.
How many total solar installations has Trinity Solar accomplished since 2004?
100,000+ installations