Quiz
Going With the Flow
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Questions in this quiz (15)
1The TurboTax call flow is designed to follow
- Athe IDEAL Model
- Bthe TurboTax AnswerXchange
- Cthe Intuit Code of Conduct and Ethics
2A PIR statement is given to the customer after
- Ayou have completed the resolution phase of your call.
- Bthe customer states their issue(s) whether it is at the beginning of the call or later in the call.
- Cduring the closing portion of the call.
3Which of the following statements below is not a PIR statement?
- A"I'd be glad to help you with that...."
- B"I am committed to solving your problem today."
- C" I need to check my resources....."
4It is not necessary for you to follow a call flow while resolving a customer issue.
- ATrue
- BFalse
5It is not necessary to follow PII protocols when gathering the customer data.
- ATrue
- BFalse
6Slang words and jargon are acceptable in your conversation with the customer.
- ATrue
- BFalse
7Customers don't understand terms such as Tier 2, IC Client, EFE, or QBN.
- ATrue
- BFalse
8Which of the following statements is an example of setting customer expectations
- AI'm glad I was able to resolve your issues today.
- BIt was a pleasure speaking with you today. Thank you for choosing TurboTax.
- CMr. 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?
9It is not necessary to mention the recap email and survey on all calls, except for transfers.
- ATrue
- BFalse
10In 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.
- ATrue
- BFalse
11If the customer does not think you resolved their issue, you would
- Athank them for using TurboTax and hangup.
- Bfind out what additional questions or issues the customer has and, with positive framing, help the customer feel more satisfied with our product and services.
- Ctransfer the call to Tier 2
12Documenting the call can be done at any time during or after the call.
- ATrue
- BFalse
13Paraphrasing the customer issue is a part of the IDEAL model.
- ATrue
- BFalse
14Which of the following should be included in your conversation with the customer
- APlease, thank you, and may I
- BUm, uh-uh, yep, and nope
- CSorry, but I can't help you with that.
15An examples of an empathy statement is
- AYou shouldn't have done that, now your return is really messed up
- BYou should have called us sooner
- C“I am sorry for the frustration this created for you…”
Information
- Description
- Call flow anatomy
- Author
- bevphillips74
- Language
- English
- Views
- 54
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- Rating
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