Handling the Hard Moments
You’ve guided a customer through troubleshooting steps for their laptop. The customer says: “It seems better now, but it’s still slower than usual.”
What is the best next step?
Continue troubleshooting by identifying what specific actions are still causing the slowdown.
Ask the customer to continue using the device and call back later to confirm performance.
Recap the steps taken and proceed into the Smart Offer now that troubleshooting has been completed.
Continue troubleshooting by identifying what specific actions are still causing the slowdown.
You’re about to use Expert Assist after the customer explains:“My iPhone 13 stopped connecting to my home Wi-Fi right after I changed the password.”
Question: What should you enter to get the most useful troubleshooting steps?
Answer Choices:
Explanation
“iPhone 13 not connecting to home Wi-Fi after password change.”
You’ve guided the customer through the troubleshooting steps provided by Expert Assist to resolve a laptop performance issue. The customer says:“It’s a little better now, but it’s still slower than usual.”
Question: What is the best next step?
Answer Choices:
Continue troubleshooting by identifying what specific actions are still causing the slowdown.
Scenario
You’ve introduced Asurion Complete Protect, and the customer responds: “I don’t know… I don’t really think I need something like that.”
Question: How should you respond according to the Smart Offer process?
Answer Choices:
Acknowledge the hesitation and ask a discovery question to learn more about the customer’s devices.
Acknowledge the hesitation and move on from the offer to respect the customer’s response.
Acknowledge the hesitation and use a relevant rebuttal from the Smart Offer tool to continue the offer.
Continue the offer by sharing core benefits from the Smart Offer to reinforce the value of the product.
Acknowledge the hesitation and use a relevant rebuttal from the Smart Offer tool to continue the offer.
A customer says: “This is taking too long, I’m really frustrated.”
What should you do next according to the “Handling the Hard Moments” strategies?
Reassure the customer by saying the issue will be fixed soon.
Acknowledge the emotion and pause to reset before continuing.
Move quickly to the next step to finish troubleshooting faster.
Explain why troubleshooting takes time.
Acknowledge the emotion and pause to reset before continuing.
Scenario
You are using Expert Assist to troubleshoot a customer’s printer that is not printing. The first step in the tool instructs you to check the printer’s connection.
Based on your experience, this issue is often caused by a driver problem.
Question: What is the best action to take next?
Answer Choices:
After working with Marcus, you have completed all required troubleshooting steps, and the issue could not be resolved. Marcus says:“Yeah, it’s still not working. Can we just replace it?”
Question: What is the best next step?
Answer Choices:
Ask Marcus questions to confirm eligibility and required details before proceeding with a reimbursement.
You’ve completed the Smart Offer, and the customer says: “Yeah, that sounds good. Let’s go ahead and do it.”
Question: What is the best next step according to the enrollment process?
Answer Choices:
Complete the enrollment and inform the customer of payment details.
Ask for permission to send the enrollment link and explain it is for reviewing plan details and terms.
Prepare the customer for enrollment by explaining what will happen after they complete enrollment.
Thank the customer for their enrollment and celebrate with them.
Ask for permission to send the enrollment link and explain it is for reviewing plan details and terms.
You are assisting Marcus, whose device is not working. He says:“This is ridiculous—I don’t want to troubleshoot. I just want a replacement device right now.”
Question: What should you do next?
Answer Choices:
“I understand how frustrating that is, Marcus. Let’s take a look at what’s happening so we can see if we can get this resolved.”
You’ve guided the customer through steps in Expert Assist to reconnect their laptop to Wi-Fi.The customer says:“I think it’s working now—I was able to load one page.”
Question: What is the best next step?
Answer Choices: A. Recap the steps taken and ask the customer if they have other devices that they need troubleshooting assistance with.B. Select Quick Solve in Expert Assist to gather more troubleshooting steps in case the issue is not resolved.C. Recap the steps taken and proceed into the Smart Offer portion of the call.D. Ask the customer to test additional websites or applications to confirm the issue is fully resolved.
Ask the customer to test additional websites or applications to confirm the issue is fully resolved.
Scenario
You’ve guided the customer through steps in Expert Assist to reconnect their laptop to Wi-Fi. The customer says: “I think it’s working now—I was able to load one page.”
Question: What is the best next step?
Answer Choices:
A. Recap the steps taken and ask the customer if they have other devices that they need troubleshooting assistance with.
B. Select Quick Solve in Expert Assist to gather more troubleshooting steps in case the issue is not resolved.
C. Recap the steps taken and proceed into the Smart Offer portion of the call.
D. Ask the customer to test additional websites or applications to confirm the issue is fully resolved.
D. Ask the customer to test additional websites or applications to confirm the issue is fully resolved.
You’ve explained the protection plan and are continuing the offer conversation.The customer responds:“I’m not sure… that sounds like it might be expensive.”
Question: What would you say next to clearly communicate the price?
Answer Choices:
The plan is $16.99 per month plus applicable taxes, and it will be billed monthly through your Amazon account.”
You’ve been on the call with a customer for 30 minutes, and the customer has been very frustrated the whole time. You walked them through resetting their Wi-Fi router, and the customer has mentioned more than once they don’t use the internet often. They are bothered they have to deal with the router, except when their grandkids come over and connect all their devices to it.
The customer says: “While I appreciate all the help you’ve provided, I’m just ready to be done with this call. Is there anything else I need to do or can we hang up now?”
Question: What should you do?
Answer Choices:
You are using Expert Assist to troubleshoot a customer’s laptop that is running slowly. The tool provides a guided flow, and the first step is to check for background applications using Task Manager.
Based on your experience, this issue is often caused by outdated software, which appears later in the guided steps.
Question: What is the best next step?
Answer Choices:
Scenario
You are using Expert Assist to troubleshoot a customer’s laptop that is running slowly. The guided tool’s first step is to check for background applications using Task Manager.
Based on your experience, the issue is often caused by outdated software, which appears later in the guided steps.
Question: What is the best next step?
Answer Choices:
Follow the flow provided and begin by checking background applications as instructed.
Ask additional questions to confirm if software is outdated before deciding where to begin in the guided steps.
Ask the customer to restart the device first to quickly improve performance and trigger the software update.
Move ahead to the software update step since it is the most likely cause of the issue and it will save the customer time.
Follow the flow provided and begin by checking background applications as instructed.
A customer says: “I don’t think I really need this plan.”
What should you do according to the Smart Offer process?
Acknowledge hesitation and ask a discovery question to learn more about the customer’s devices.
Acknowledge hesitation and move on from the offer to respect the customer’s response.
Acknowledge hesitation and use a rebuttal from the Smart Offer tool to continue the offer.
Continue the offer by sharing benefits to reinforce the value of the product.
Acknowledge hesitation and use a rebuttal from the Smart Offer tool to continue the offer.
Scenario
You’re helping a customer troubleshoot their device. The customer says: “This is taking longer than I expected—I’ve already spent a lot of time trying to fix this.”
Question: What should you say next?
Answer Choices:
“We just need to go through a few more steps to finish fixing the issue.”
“I understand this has taken some time, and I appreciate your patience. Let’s work through the next step together to get this resolved.”
“These issues can take time depending on what’s causing the problem.”
“We’re almost done, so just follow what I say and we’ll get through it.”
“I understand this has taken some time, and I appreciate your patience. Let’s work through the next step together to get this resolved.”
You are using Expert Assist to troubleshoot a customer’s laptop that is running slowly. The tool provides a guided flow, and the first step is to check for background applications using Task Manager.
Based on your experience, this issue is often caused by outdated software, which appears later in the guided steps.
Question: What is the best next step?
Answer Choices:
Scenario
You’ve finished troubleshooting a customer’s device issue and determined that it cannot be resolved through support. The customer is eligible to file a claim.
The customer says:“So what happens next?”
Question: What should you do next?
Answer Choices:
A) Transfer the customer to the claims department so they can begin the process of filing their claim.
B) Explain that the next step is filing a claim. Provide the number for the claims department and let the customer choose how to proceed.
C) Explain that the issue requires a claim, let the customer know you’ll connect them to the claims team, and briefly set expectations for what will happen next.
D) Let the customer know they will need to file a claim and ask if they have any questions about the process before transferring them.
C) Explain that the issue requires a claim, let the customer know you’ll connect them to the claims team, and briefly set expectations for what will happen next.
A customer says: “I’ll think about it and maybe enroll later.”
What should you avoid saying?
“This is a one-time offer because the link will expire.”
“Absolutely, I understand wanting to think it through. Coverage begins 31 days from enrollment, so starting now ensures protection from future breakdowns.”
“If you don’t enroll now, you may not get another chance.”
“Absolutely, I understand wanting to think it through. Coverage begins 31 days from enrollment, so starting now ensures protection from future breakdowns.”