616690
Description
Quiz by bevphillips74, updated more than 1 year ago
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Created by bevphillips74
about 10 years ago
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Question 1
Question
The TurboTax call flow is designed to follow
Answer
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the IDEAL Model
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the TurboTax AnswerXchange
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the Intuit Code of Conduct and Ethics
Question 2
Question
A PIR statement is given to the customer after
Answer
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you have completed the resolution phase of your call.
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the customer states their issue(s) whether it is at the beginning of the call or later in the call.
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during the closing portion of the call.
Question 3
Question
Which of the following statements below is not a PIR statement?
Answer
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"I'd be glad to help you with that...."
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"I am committed to solving your problem today."
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" 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
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I'm glad I was able to resolve your issues today.
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It was a pleasure speaking with you today. Thank you for choosing TurboTax.
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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
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thank them for using TurboTax and hangup.
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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.
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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
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Please, thank you, and may I
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Um, uh-uh, yep, and nope
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Sorry, but I can't help you with that.
Question 15
Question
An examples of an empathy statement is
Answer
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You shouldn't have done that, now your return is really messed up
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You should have called us sooner
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“I am sorry for the frustration this created for you…”
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