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What is the only desktop version available for purchase?
What additional features come with ES Gold?
Advanced reporting, QBDT Enhanced payroll
How many users can you have with Pro Plus?
Up to 3
What is empathy?
Empathy is putting yourself in someone else’s shoes and seeing the world from their point of view.
Building rapport is the key step to what?
Building trust
How many users can you have with a enterprise gold and platinum subscriptions?
Up to 30
What additional features come with ES Diamond?
QBDT Assisted payroll & QB Time elite
How many users can you have with Premier Plus?
Up to 5
What is sympathy?
Sympathy is feeling sorrow or pity for the hardships another person encounters.
Why is building rapport important?
Building rapport helps establish trust and begins to build the relationship with the customer. It makes your customer feel cared for, that you are taking ownership, and that you are on their side. The customer will feel more at ease knowing you are working together as a team to solve the issue.
How many users can you have with an enterprise diamond subscription?
Up to 40
Which POS solution works with QBDT?
Shopify
What is respecting a customer?
Considering their needs throughout the interaction to build trust and confidence.
What are the four qualities of empathy?
1. Perspective taking - The ability to take the perspective of another person
2. Staying out of judgement
3. Recognizing emotion in other people
4. Communicating the recognition of the emotion
What methods can you use to build rapport?
adjusting how you approach them, listening carefully, asking questions, showing you care, acknowledging their problems or feelings, and showing you are committed to helping them.
How many levels of enterprise are there and what are they?
3, Gold, Platinum & Diamond
What add-ons can you use with QBDT?
Payments, Payroll & Point of Sale
How can you demonstrate a positive attitude?
Smiling and being kind to others, practicing self-compassion, not taking things personally, and being happy for others’ success.
Where should your confidence come from?
your confidence should come from your ability to leverage your skills, Intuit processes, and resources (Help Panel, next level support) to navigate these situations.
What are warning signs of lack of rapport?
-customer repeats, objects or is confused
-the interaction stops and starts, or doesn’t flow
-the customer is talking at you rather then with you.
What additional features come with ES Platinum?
Advanced pricing, advanced inventory, bill & workflow approvals and QBDT Enhanced payroll
What are the attributes of a great customer experience?
Respect, attitude, empathy and confidence.
How can you respect and value a customer?
1 Demonstrating patience and understanding.
2 Being supportive and empathetic of the customer, especially if they are struggling and need extra help.
3 Objectively discussing customer issues, products, or colleagues.
4 Remaining focused on resolving customer issues efficiently.
5 Tailoring your communication to the customer’s knowledge, skill level, emotional state, and situation.
How can you demonstrate confidence?
1. Let your customer know that you'll be able to help them. This will help you establish a strong foundation for your support and assure the customer that you have the ability to help them.
2. Choose positive words and phrases that focus on what can be done and provide your customer with assurance.
3. Rely on your skills and resources to troubleshoot issues, especially ones that are new to you. It's okay to say, "I'm not sure but we'll figure this out together." Choose to make this an opportunity to learn rather than feel nervous.
4. Ensure that you do not carry over any negative experiences from your previous interactions to the next one. Take a moment to reflect and release any negative emotions before you proceed to work with your next contact.
5. Showing respect and empathy also increases their trust in your ability to help them as well.
What are some skills to build rapport?
Customer Name: Using someone's name shows you care and can make the conversation feel more personal and empathetic.
Smile: The tone of the human voice changes when smiling, and it is perceivable to the customer. A smile sets the tone for the rest of the call.
Listen: It's important to listen actively. This means focusing on what the other person says and how they say it.
Use Positive Language: Using positive language helps your customer feel heard and encourages conversation.
Acknowledge the customer: Recognize the customer's problem and show you understand and care about their feelings.