True or False
Holds should be avoided as much as possible
True
What is the time limit for a hold?
A) 3 Minutes
B) 2 Minutes
C) 5 Minutes
D) 1 Minute
B) 2 Minutes
Corporate Headquarters is located in what city/state?
Wall Township, NJ
Customers know how much we appreciate them, so there's no need to thank them for holding.
False
Which is an example of proper time expectation?
A) Just a sec
B) back in a few
C) 2 Minutes or less
D) 2 seconds
C) 2 Minutes or less
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.
An agent can say "One sec..." and immediately place a customer on hold without asking for explicit permission.
False
The guidelines explicitly state, "Do not say 'One sec...'" and emphasize the need to "Ask for and receive permission to place the caller on hold." This ensures respect for the customer's time and avoids abrupt interruptions.
When we do need to utilize a hold, we should initiate the hold through:
A) SalesForce agent
B) RingCentral agent
C) Our personal cell phone
D) Our headset mute button
A) SalesForce agent
We should only ever use the SalesForce agent to place customers on hold. Placing a customer on hold through the RingCentral agent will mute the customer in your headset, but they will still be able to hear you.
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.
If an agent needs to research a customer's request, they should always place the customer on hold, regardless of the complexity of the research.
False
While the guidelines encourage using hold for focused tasks, they also suggest that "Speaking with the customer can avoid long pauses." If the research is brief or can be done while maintaining conversation, hold might not be necessary.
A customer, Lisa, is upset and speaking loudly, using inappropriate language. Agent David needs to address her concerns, but he's finding it difficult to focus.
Question: What should David NOT do?
a) Politely ask Lisa to lower her voice and refrain from using inappropriate language.
b) Place Lisa on hold to calm down and gather his thoughts.
c) Remain calm and professional, focusing on addressing Lisa's concerns.
d) Ask his supervisor to step in and assist with the call.
b) Place Lisa on hold to calm down and gather his thoughts.
The guidelines explicitly state that hold should never be used to silence a speaker. Placing Lisa on hold in this scenario is inappropriate and unprofessional.
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.
If a customer is placed on hold for longer than two minutes, the agent must check back in with them.
True
The guidelines state, "Set a time expectation for duration of the hold and check back with the customer if hold is longer than two minutes." This demonstrates consideration for the customer's time.
John, a customer, is on the phone with an agent, Michael. During their conversation, Michael needs to look up some information on his computer. He takes 20 seconds to find the information without saying anything.
Question: What is the most appropriate action for Michael to take?
a) Continue as if nothing happened, hoping the customer didn't notice the silence.
b) Apologize for the delay and place the customer on hold while he finds the information.
c) Explain, "Sorry for the brief pause, I was looking up the information you requested. I have it now."
d) Tell the customer, "Please hold while I look this up" after the 20 seconds of silence.
c) Explain, "Sorry for the brief pause, I was looking up the information you requested. I have it now."
Since it was a short pause, explaining it is the best option. Option A is unprofessional, option B and D are unnecessary since the pause is already over, and the information is found.
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.