Verify the Address
When is the best time to verify the address?
What is: At the beginning of the call
What are two good reasons to put a customer on hold
What is: scheduling, speaking with a manager, looking into the account (reading previous notes)
Why is it important to use customer's name throughout the call?
What is: it makes a good impression on the customer, shows them that we care/are listening, keeps their attention, respectful and personable
What continent is the only continent without spiders
Does it matter if you verify the address, or if the customer verifies the address?
What is: No
How long can a customer be on hold before you need to check back in with them
What is: 2 minutes
How many times should you use the customer's name throughout the call
True or False: the CDC has a section on Zombie Preparedness
What is: True
Why do we need to verify the address
What is: to make sure we have the right account pulled up, verify it is accurate/updated information still on their account
What should you do before putting a customer on hold
What is: ask permission, and let them know that we are putting them on hold
If you don't hear the customer's name the first time what can you do?
What is: ask them again, use Ms., Mrs. or Mr. with their last name!
What sea animal has 3 hearts
What is: an octopus
Do we need to verify the address each call
What is: Yes
What should you say after the hold ends
What is: Thank you so much for holding, continue with what you were going to say
Is using the customer's name important
What is: Yes
What is the most visited country
What is France
What the address of this building
601 E Timpanogos Parkway Orem Utah 84097
Should we ask customer if they are still there first thing after you take them off hold?
What is: No
How many points is it to use the customer's name in the call
What is: 10
What does IKEA stand for
Ingvar Kamprad Elmtaryd Agunnaryd