bevphillips74
Quiz by , created more than 1 year ago

Call flow anatomy

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bevphillips74
Created by bevphillips74 over 10 years ago
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Going With the Flow

Question 1 of 15

1

The TurboTax call flow is designed to follow

Select one of the following:

  • the IDEAL Model

  • the TurboTax AnswerXchange

  • the Intuit Code of Conduct and Ethics

Explanation

Question 2 of 15

1

A PIR statement is given to the customer after

Select one of the following:

  • you have completed the resolution phase of your call.

  • the customer states their issue(s) whether it is at the beginning of the call or later in the call.

  • during the closing portion of the call.

Explanation

Question 3 of 15

1

Which of the following statements below is not a PIR statement?

Select one of the following:

  • "I'd be glad to help you with that...."

  • "I am committed to solving your problem today."

  • " I need to check my resources....."

Explanation

Question 4 of 15

1

It is not necessary for you to follow a call flow while resolving a customer issue.

Select one of the following:

  • True
  • False

Explanation

Question 5 of 15

1

It is not necessary to follow PII protocols when gathering the customer data.

Select one of the following:

  • True
  • False

Explanation

Question 6 of 15

1

Slang words and jargon are acceptable in your conversation with the customer.

Select one of the following:

  • True
  • False

Explanation

Question 7 of 15

1

Customers don't understand terms such as Tier 2, IC Client, EFE, or QBN.

Select one of the following:

  • True
  • False

Explanation

Question 8 of 15

1

Which of the following statements is an example of setting customer expectations

Select one of the following:

  • I'm glad I was able to resolve your issues today.

  • It was a pleasure speaking with you today. Thank you for choosing TurboTax.

  • Mr. Customer, I need to check my additional resources. You may hear moments of silence but I am here….just give me a shout out if you need me. I will check back in with you if my research takes more than 2 -3 minutes. Is that okay with you?

Explanation

Question 9 of 15

1

It is not necessary to mention the recap email and survey on all calls, except for transfers.

Select one of the following:

  • True
  • False

Explanation

Question 10 of 15

1

In the survey portion of the call, you can ask the customer to give you a 9 or a 10 because you did such an awesome job resolving their issue.

Select one of the following:

  • True
  • False

Explanation

Question 11 of 15

1

If the customer does not think you resolved their issue, you would

Select one of the following:

  • thank them for using TurboTax and hangup.

  • find out what additional questions or issues the customer has and, with positive framing, help the customer feel more satisfied with our product and services.

  • transfer the call to Tier 2

Explanation

Question 12 of 15

1

Documenting the call can be done at any time during or after the call.

Select one of the following:

  • True
  • False

Explanation

Question 13 of 15

1

Paraphrasing the customer issue is a part of the IDEAL model.

Select one of the following:

  • True
  • False

Explanation

Question 14 of 15

1

Which of the following should be included in your conversation with the customer

Select one of the following:

  • Please, thank you, and may I

  • Um, uh-uh, yep, and nope

  • Sorry, but I can't help you with that.

Explanation

Question 15 of 15

1

An examples of an empathy statement is

Select one of the following:

  • You shouldn't have done that, now your return is really messed up

  • You should have called us sooner

  • “I am sorry for the frustration this created for you…”

Explanation

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