ACRONYMS
TMT
TRACK MY TRUCK
what are we doing when announcing this statement
"Your 4cuyd container will be delivered Friday 8/7, service days will be every Monday, I've already received your signed paperwork back to process, was there anything else i can assist you with today?"
Setting Correct Expectations
WHAT IS IT CALLED WHEN YOU ASK OPEN ENDED QUESTIONS AND ATTEMPT TO SAVE A CUSTOMER FROM CANCELING
RETENTION / RETAIN
WHAT BREAKFAST ITEM DOES BRANDI DISLIKE?
EVERYTHING!! BUT EGGS IN SPECIFIC LOL
You entered a question in chat to confirm the correct direction. Your question was answered and you followed those directions given. You received a rejection for that same case. What do you do?
Keep note of this scenario in your notes along with how to go about this scenario in the future. Keep a snippit in your note of bc response to avoid being directed different later.
ESP
EXPLAIN SHOW PRACTISE
Customer is wanting to start service with us. But, is unsure what they need for their home. What would we use in order to find out.
Waste Assessment
**FREESTYLE**
WHAT WAS THE FIRST PIXAR MOVIE
TOY STORY
TRUE/FALSE YOU CAN ENTER A MISSED PICK UP FOR A CUSTOMER IF THEY TOLD YOU THEY DIDNT HAVE THEIR TRASH OUT ON TIME
FALSE
ECIR
EXPLAIN, CLARIFY, ISOLATE, RESOLVE
There are 4 steps in building rapport. Name Two.
Actively Listen
Empathize / Apologize
Take Ownership
Offer Alternative
A CUSTOMER CALLS STATING WE HAVE MISSED THEM ALL LAST MO AND IS CALLING TO CXL SERV. WHAT IS YOUR NEXT MOVE?
CHECK CASES, CHECK SERVICE RECORDINGS, SUBMIT AN ESC TO OPS, CREDIT THEM
A JOKE
THIS ACCOUNT IS WITHIN OPEN MARKET
THEY WOULD LIKE TO CHANGE THEIR R/O FROM ON CALL TO 2XW SERVICE. WHAT WILL YOU DO.
FLIP TO FS WE DO NOT HANDLE PERM IND OM
PBS
PRIORITY BASE SELLING
what is it called when you thank the customer for their business and set the stage for a possible win back at a later time.
To Offer Service Back
A CUSTOMER IS CURRENTLY PAYING $300 A QTR AND IS CALLING TO CXL DUE TO OUR DRIVER THROWING A BOOT AT THEIR HEAD. WHAT IS YOUR NEXT MOVE
**FREESTYLE**
WHAT WAS THE FIRST WRAPPED CANDY IN AMERICA THAT COST 0.01 WHEN IT FIRST CAME OUT
OR
WHAT WAS SNICKERS NAMED AFTER
TOOTSIE ROLL
HORSE
TRUE/FALSE YOU CAN SEND A CASE TO BILLING WHEN A CUSTOMER NEEDS MORE IN DEPTH EXPLANATION OF THE CHARGES ON THEIR INVOICE
FALSE
STAR
SITUATION, TASK, ACTION, RESULT
Customer is transferred to you and complains about the hour long wait. What 3 timely statements to use after the customers rant.
empathy, loyalty, value
ROLE PLAAAAAYYYYYYY
YOU HAVE 30 SECONDS TO CONVINCE US THAT THE 49ERS ARE A BETTER TEAM THAN DENVER BRONCOS
First thing in the morning you clock in.... Checking your dashboard. Ah, an open case. What are your next steps
put in work in progress to acknowledge case. you have 90 MINUTES to close it with a resolution.
WHAT MIN ACCURACY PERCENTAGE AND NUMBER OF QUOTES MUST YOU HAVE IN ORDER TO BONUS
SALES 14K
ACC 80%
CLOSE 40%
QUOTES 125