Flow
After are opening statement, we should do a ____ before we state are name.
micro-pause
True or False, we should always create a claim for all calls we received regardless of the issue.
True
If the Kiosk is offline, your resources will be ___
limited
If the customer, ask if we can find a nearest kiosk for them, we answer
I can look into that for you!
The option in the ecoatm website where we can check lead the customer to check their device amount.
Price Your Device
We should ____ the customer by _____
We should address the customer by first name
Part of the claim where the description of the issue is located
Claim Coding
In Kaseya we can determine whether the PC is online based on the ___________
Agent Icon
In finding a kiosk for the customer we should always Offer to....
email them the adress.
If the customer said "I want the same amount provided on the website when I go to your machines" what should we advise them ?
click on "Lock Your Price"
The rapport technique wherein we identify similarities with the customer situation that we or others experienced.
Commonalities
What is the coding issue if the customer is asking if a kiosk accepts tablets
CUS - Accepted Devices
What are the 3 tools where we can view the Kiosk status
Kaseya
Ecoatm web portal
Ecoatm website
In find a kiosk option in the website we can search using these 2 options
city or zipcode
If the customer what devices do you accept we answer
We currently accept cellphones, tablets and MP3 players
During Fond Farewell we should provide ___ and ____
Recap and Survey spiel
Part of the claim where we can view the law enforcement claim information.
LE Contact
True or False if the Agent Icon in Kaseya is in color yellow it means the machine is online.
True
Aside from Find a kiosk on the website what are other tools we can use to search a kiosk
Salesforce
Ecoatm web portal
Kaseya
If the customer, ask What size tablets can I sell? we answer
up to 11 inches
During the discovery process we use this type of question to gather more information.
Open-ended questions
A field in the claim where we can see the store name
Placement
In the ecoatm web portal what does it says when a kiosk is on available status
Fully Operational
When finding the nearest kiosk for the customer we should also provide the following..
store name, street address, and kiosk hours
In Contacts information, what is the name of the field where you can find the following "Claims - Customer USA or "Claims - LEO USA
Record Type ID