True/False
Empathy is the ability to understand and share the feelings of another.
True
Being empathetic is crucial for business-friendly interactions!
Select the best synonym for empathy:
A) hostility
B) compassion
C) spite
D) hastefulness
B) compassion
Always speak with our customers in a compassionate, human kind of way.
Corporate Headquarters is located in what city/state?
Wall Township, NJ
Life events are not as important to be empathetic towards, as this is a distraction from the purpose of the phone call, so we shouldn't indulge the customer when they mention those things.
False
Life events such as loss of job, death in the family, or a congratulations when appropriate, should all be acknowledged with an immediate empathetic response- signaling to the customer that they were heard- and leading to a friendlier business interaction.
Situations that necessitate an empathetic response/statement would include (but is not limited to)
A) Loss of job
B) Death in the family
C) Congratulations
D) All of the above
D) All of the above
Any life event the customer speaks to, whether it be an upcoming event, a move, a vacation, etc... should all be acknowledged with an empathetic response.
"Have fun!" or "Safe travels!" etc.
You answer a Field Marketing Inbound call and Outreach informs you of an add on request. Select the best course of action:
A) Qualify the customer, and midway through the call, ask for permission to be placed on hold, and inform your manager of the request.
B) Immediately place the customer on hold to make sure the add on will be approved before continuing the call.
C) As soon as you know it's an add on, send the DL into your team chat, tag your manager, ask "add on?" and continue qualifying until your question is acknowledged.
D) Qualify the customer, set the appointment as normal. No need for manager approval.
C) As soon as you know it's an add on, send the DL into your team chat, tag your manager, ask "add on?" and continue qualifying until your question is acknowledged.
Remember, for add on requests, be sure to ask for who installed the solar, how long panels have been installed, and if the panels are owned/leased.
When a customer is dissatisfied with Trinity Solar, factual or perceived, the agent is expected to express empathy immediately and apologize.
True
Whether or not the reason for a customer's dissatisfaction with Trinity Solar is valid- we must respond immediately with an empathetic response.
"I am so sorry to hear of this." or "I apologize for this."
Which of the following phrases is the BEST example of demonstrating empathy towards a frustrated customer?
A) "I apologize for the inconvenience. Let's see how we can fix this."
B) "Please calm down, there's no need to get angry."
C) "I'm sure it's not as bad as you think."
D) "Company policy states we can't do that."
A) "I apologize for the inconvenience. Let's see how we can fix this."
This option acknowledges the customer's feelings, offers an apology, and offers a solution-oriented approach. It shows you're listening and want to help.
Which of the following property use designations would be considered a DQ?
A) Modular/manufactured
B) Mobile/manufactured
C) Single Family Residential
D) Rural/Agricultural
B) Mobile/manufactured
The reason this property type is a DQ is that mobile/manufactured homes do not have a foundation. If the homeowner contests- you may ask if the homeowner can provide proof of single family residential ownership during the consultation. If yes, set the appointment! If no, politely disqualify.
Practicing empathy is as simple as saying "sorry".
False
Empathy is rarely as simple as just one word; it is important to understand how tone and inflection intertwine with empathy. Your empathetic response should always come across as sincere. Never just say "sorry" as a transition into your next qualifier/statement.
What section of the Quality Assurance Guidebook does this guideline fall under?
A) Process/Procedure
B) Opening
C) SalesForce Updates
D) Soft Skills
D) Soft Skills
True or False?
Trinity Solar offers Electric Vehicle (EV) chargers.
True.
Trinity can install an electric vehicle (EV) charger as part of the overall solar system. The cost depends on the kind of charger the customer's car needs and their electrical setup.
Whenever we fail to meet expectations, i.e. need to reschedule, change details of an appointment or cancel an appointment, an apology must be delivered at some point during the call. As long as we say sorry at least once, it can happen at any point.
False
An apology must be delivered immediately upon delivering the news, preferably as a preface to the news. We don't want to add apologies after the fact, as it comes across less sincere to the customer.
"I am so sorry to inform you that we were unable to meet you for your consultation." or "I apologize for having to cancel today's consultation, but we do have availability as early as..."
The total value of this guideline is:
A) 1 point
B) 2 points
C) 3 points
D) 5 points
C) 3 points
The caller asks "Will going solar replace my electric company?" Choose the best response:
A) Yes, solar completely replaces your need for grid electricity.
B) No, solar works in tandem with grid electricity. Battery backups can further limit grid usage.
C) That's a great question for our solar professional
D) Either B or C
D) Either B or C
B and C are both good responses. B truthfully answers the client's inquiry, and we can ALWAYS defer to the Solar Professional.