Bonfire Flash Cards 1
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.
The following statements are examples of which Bonfire flashcard?
Smile!
“Good evening, you reached the LSG/CDG Tech Support department. This is Jonathan."
INBOUND GREETING FLASHCARD
True or False?
The ACKNOWLEGEMENT you say depends on WHAT the customer says and HOW they say it.
TRUE is the answer. Acknowledge is based on the customer’s opening line and the feelings they communicate.
In what year did David and Alice Schwartz begin Bio-Rad?
1952
In what year was the Hercules office opened?
1986.
Avoid using the terms "have to..." or "need to..."
AVOID HEAVY OBLIGATIONS FLASH CARD
The following are examples of which Bonfire flashcard?
a. Summarize
b. Issue a closing offer of assistance
c. Close with Courtesy
WRAP IT UP FLASHCARD
True or False?
The ACKNOWLEGEMENT is a people skill statement.
TRUE.
ACKNOWLDEGE is about using people skills to help create the desired feeling during the interaction.
In what year did Bio-Rad open its first international office?
1966.
What Bio-Rad system was the first commercially available apparatus used to transfer genes into cells.
The Gene Pulser System.
Asking a customer for their name, callback number and instrument’s serial number is an example of which bonfire flashcard?
ACKNOWLEDGE AND TAKE THE LEAD FLASHCARD
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
True or False?
After you greet the customer when they call, you use ACKNOWLEDGE & TAKE THE LEAD immediately following the customer’s opening question or statement.
TRUE.
The customers’ attention is high at the beginning of a conversation and we want to bring our reputation to life right from the beginning while also being in control of the conversation.
What was Bio-Rad's first commercially available clinical diagnostic test?
Thyroxin (T4)
In what year did Norman Schwartz become president and CEO of Bio-Rad?
2003.
The following statements are examples of which Bonfire flashcard?
“Your account is delinquent.”
“You didn’t send it in on time.”
“You gave me an invalid number.”
AVOID PERSONAL ACCUSATORY FLASHCARD
1. Good Morning / Afternoon / Evening and introduce yourself and your company/department
2. Establish your reason for calling
3. Encourage their participation
OUTBOUND GREETING FLASHCARD.
Acknowledge and Take the Lead go together like milk and _______.
“cookies” is the word although anything you say that indicates it goes with milk.
The point is that Acknowledge and Take the Lead are 2 parts of one technique… do them together.
In what year was Bio-Rad listed on the American Stock Exchange?
1980.
True or False:
Bio-Rad Community Involvement program, The Bio-Rad Scholarship Program is designed for middle school students who have interest in pursuing a career in science?
False:
The Bio-Rad Scholarship Program is designed for graduating High School Students who have an interest in pursuing a career in science.
The following statements are examples of which Bonfire flashcard?
“Tell me more about...? “Describe for me...”
“For example...?” “Such as...?”
“What happened when...?”
DISCOVERY PHRASES FLASHCARD
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 FLASHCARD
Are you usually asking a question OR making a statement when you TAKE THE LEAD?
Usually, asking a question to verify the customer need and/or gather information needed to respond to the customer’s question.
In what year did Bio-Rad include Hemoglobin A1c for glucose monitoring?
1982
Who is Corporate Communications Manager at Bio-Rad?
Corporate Communications Manager is Tina Cuccia.