Show:
S2S
NPS
ESSENTIAL BEHAVIORS
IT'S ALL ABOUT CONVERSION
WILD CARD
100
This is what S2S stands for
What is Service to Sales
100
This is what NPS stands for
What is Net Promoter Score
100
How many Essential Behaviors are there?
What is five
100
How is PSU conversion calculated
What is total completed PSUs / Total calls handled
100
Open ended Close ended Direct are all examples of this
What is Discovery Questions
200
This is the current National ancillary incentive for tier 1 and tier 2
What is Get Amped Up
200
These customers' NPS scores show they are indifferent, and vulnerable to choose a competitor and will rate us 7-8 on a scale of 0-10
What are PASSIVES
200
This form of celebration can be used when a peer demonstrates one of the 5 EBs
What is a High-Five
200
Name the 4 PSUs that count towards PSU conversion
What is CABLE DATA PHONE HOMELIFE
200
VOC stands for this
What is Voice of the Customer
300
What is the maximum payout for the S2S Spiff
What is there is no cap
300
On a scale of 0-10, customers who rate us 0-6 will actively tell people NOT to choose us, who are these customers?
What are Detractors
300
Why do we have the 5 Essential Behaviors
What is to provide an excellent customer experience
300
What behavior does conversion measure
What is how well you turn customer interactions into buying opportunities
300
This is the platform used to reward or recognize employees
What is Amplifi
400
Service to Sales ranks as the X largest channel
What is 4th (3rd is acceptable)
400
How is NPS calculated?
What is % Promoters - % Detractors
400
The 5 EBs are our tools to lead us to this final destination
What is the Customer Experience Journey/BHAG
400
This is the PSU conversion rate goal for this month
What is 1.25%
400
This is considered incremental activity
What is upselling a product or service that the customer did NOT already have.
500
This is the year that Service to Sales launched
What is 2011
500
What is our BHAG goal
What is reach 40 NPS
500
Name the 5 Essential Behaviors
What is Be Prepared Build Rapport Be Informative Demonstrate Respect Finish Strong
500
You need 1 PSU per how many calls to have a 1.25% conversion rate
What is 80 calls
500
Name 3 of the 5 focus areas
What is Make the Plan Improve Customer Experience Drive Performance Excellence Enhance Employee Experience Build for the Future