Going With the Flow

Description

Call flow anatomy
bevphillips74
Quiz by bevphillips74, updated more than 1 year ago
bevphillips74
Created by bevphillips74 over 8 years ago
33
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Resource summary

Question 1

Question
The TurboTax call flow is designed to follow
Answer
  • the IDEAL Model
  • the TurboTax AnswerXchange
  • the Intuit Code of Conduct and Ethics

Question 2

Question
A PIR statement is given to the customer after
Answer
  • 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.

Question 3

Question
Which of the following statements below is not a PIR statement?
Answer
  • "I'd be glad to help you with that...."
  • "I am committed to solving your problem today."
  • " I need to check my resources....."

Question 4

Question
It is not necessary for you to follow a call flow while resolving a customer issue.
Answer
  • True
  • False

Question 5

Question
It is not necessary to follow PII protocols when gathering the customer data.
Answer
  • True
  • False

Question 6

Question
Slang words and jargon are acceptable in your conversation with the customer.
Answer
  • True
  • False

Question 7

Question
Customers don't understand terms such as Tier 2, IC Client, EFE, or QBN.
Answer
  • True
  • False

Question 8

Question
Which of the following statements is an example of setting customer expectations
Answer
  • 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?

Question 9

Question
It is not necessary to mention the recap email and survey on all calls, except for transfers.
Answer
  • True
  • False

Question 10

Question
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.
Answer
  • True
  • False

Question 11

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

Question 12

Question
Documenting the call can be done at any time during or after the call.
Answer
  • True
  • False

Question 13

Question
Paraphrasing the customer issue is a part of the IDEAL model.
Answer
  • True
  • False

Question 14

Question
Which of the following should be included in your conversation with the customer
Answer
  • Please, thank you, and may I
  • Um, uh-uh, yep, and nope
  • Sorry, but I can't help you with that.

Question 15

Question
An examples of an empathy statement is
Answer
  • 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…”
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