Review Quiz

What do I need to do if the customer has additional questions after I've completed the final consent question?

Continue to Transfer/Hold scripting

Use clarifying/probing questions to better understand

Repeat the consent question after answering their questions

If the customer has a question and I need to find the answer for them...

I'll let them know I'm going to ask my manager/peers

I'll apologize for not knowing the answer

I'll confidently let them know I'll find the answer for them and be putting them on a brief hold

When a customer says they are recording the call...

I hang up immediately

I apologize

I advise due to TD policy I will have to release the call if they don't stop recording

If the cx says WOW, it's only seven bucks! That's a great price!

We must clarify the exact amount of the coverage if the cx gets it wrong & always say Plus applicable taxes

We move on to the next step in the procedure

We do not agree or disagree

All of the above

In order to avoid the risk of a customer not providing a clear yes to a question...

Read the question really quickly

Say "I'm looking for a yes"

Before asking the question preface "with a yes or a no.."

Where should I look first if the cx has asked me a question and I dont know the answer?

FAQs & ADI FAQ

Certificate of Insurance

Ask in the Teams chat

The note I wrote down on a piece of paper somewhere in a drawer in my desk under a bunch of other pieces of paper

How do I respond to an answer a customer has given me?

Okay

Sure

Thank you

Perfect!

What is an example of a question we can ask after we finish giving the cx information?

Okay?

Does that make sense?

What questions do you have?

Would you like to hear the cost?

All of the above.

Why do we want to summarize the scripting before going into Step 4

Because it helps the cx understand the product better

Because it sounds nice

Because its cool

Why does Sarah make quizzes at 10:30 at night -

because she's a tired genius

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