Show:
DPA & Compliance
Qualification Check
Professional Close
Script or Skip?
Shade
100

What must be completed before discussing account-specific information with a customer?

Data Protection Authentication (DPA).


100

What question was the most common QA fail last week?

Do you currently have any revenue-based financing?

100

What simple phrase was missed on several audited calls?

Thank you for your time.

100

Do you currently have any revenue-based financing?

SCRIPT ✅

100

who is always 1 blink away from falling asleep?

Nokwanda

200

Name two pieces of information used to verify a customer.

  • Full Name
  • Email Address
  • Date of Birth
  • First line of address
200

What question establishes urgency?

When are you hoping to secure funds?

200

Name two things that should happen before transferring a customer.

Any two:

  • Explain next steps
  • Thank customer
  • Set expectations
  • Confirm transfer
200

As long as you're approved, you'll definitely get funding in three days.

SKIP ❌ (Misrepresentation)

200

Most likely to turn a 2-minute call into a TED Talk.

Tristan

300

What compliance risk occurs if you disclose customer information before authentication?

A data protection breach.

300

Why do we ask customers what they intend to use the funding for?

To understand customer needs and assist with qualification.

300

A customer asks for a callback. What should you do?

Acknowledge the request, explain next steps, and note it for the Account Manager.

300

Other than that payment processor, do you have any other providers?

SCRIPT ✅

300

What Would QA Say?

QA has entered the chat

400

Recite the privacy policy statement or explain why it must be delivered.

Customer must be informed that calls may be recorded and that the privacy policy is available on the website.

400

A customer wants funding "sometime next year." What does this indicate?

The lead may not be ready for immediate transfer and requires future follow-up.

400

Give an example of a complete professional close.

Thank you for your time today. I will now transfer you to one of our dedicated Account Managers who will discuss the available funding options and next steps with you.

400

I don't need to ask the funding timeline because the customer wants financing.

SKIP ❌

400

"I'm always forgotten. QA talks about me every daily. I determine affordability."

Existing Revenue-Based Financing