Bonfire Flash Cards 1
The following statements are examples of which Bonfire flashcard?
“That’s a valid question.”
“I’m glad you asked.”
“I’m here to answer all your questions.”
“Thank you for bringing that to our attention.”
“Congratulations!”
“That is wonderful!”
AFFIRMING PHRASES flash card
Establishing your reason for calling and encouraging participation are examples of which Bonfire flash card?
OUTBOUND GREETING flash card.
What are the 2 main points to consider when you put yourself in a customer service mindset.
Which of the following countries does Bio-Rad not operate a corporate office?
a. Austria
b. Taiwan
c. Argentina
d. Italy
c. Argentina
The following phrases are examples of which Bonfire flash card:
“May I ask a few questions in order to...?”
“I’d like to ask you some questions so we can...”
“For security/identification purposes, may I ask you to verify...”
Pre-questioning phrases flash card
Which Bonfire flash card teaches us to avoid using the terms "have to..." or "need to..."
AVOID HEAVY OBLIGATIONS FLASH CARD
When speaking to a customer, how can Tech Support Agents show he/she cares about the customer concerns?
By listening actively to the customer concerns.
In what year did Bio-Rad enter into the polymerase chain reaction (PCR) market with the iCycler® thermal cycler?
The year was 1999.
The following are examples of which Bonfire flash card?
ABUSIVE CALLER flash card
Which Bonfire flash card teaches us to avoid the words Can’t, Don’t and Won’t?
Positively Negative flash card
How can the Tech Support Agent demonstrate that he/she was listening carefully?
Repeating the concerns back to the customer demonstrates that you were listening carefully and clarified the problem.
Bio-Rad participates in community invovlement programs. Name both the Walking and the Cycling programs.
Walking and Riding for a Cure!
a. Tour de Cure
b. AIDS Walk San Francisco
The following are examples of which Bonfire flashcard?
a. Summarize
b. Issue a closing offer of assistance
c. Close with Courtesy
WRAP IT UP flash card
The following skills are examples of which Bonfire flashcard?
Remember to blend People Skills and Technical Skills.
Make them glad they called, glad they got YOU and glad they are your customer.
BE AN AMBASSADOR flash card
What should the Tech Support agent do after he/she understands why the customer is unhappy?
Empathize with the customer.
In 2019 how much was Bio-Rad annually sales?
Over $2.2 Billion USD in 2019.
The following statements are examples of which Bonfire flashcard?
“Would you help me by starting with...”
“I could really use your help...”
“I need your help. Please tell me a little more about...”
“Help me understand more about what happened...”
HELP STATEMENTS flash card
The following phrases are examples of which Bonfire flash case?
“Let me pull that information up for you.”
“Bear with me while I locate that account.”
BRIEFLY EXPLAIN Bonfire flash card.
After presenting a solution what should the Tech Support Agent do?
Take immediate action and follow-up with the customer.
In what year was Bio-Rad stock first traded on the New York Stock Exchange.
The was 2008.