Week 2 Quiz Name First Last Agent's Name First Last Agent's Email* 1. How do you verify that someone who calls in is a customer? Middle Name Address Phone Number Password2. If caller requests a certain person who is not available to take the call, what do you do? Refer to Delegation Email Tell the caller they will have to call back later Ask the caller to hold until they are available Ask another team member to help them3. How many times do you have to click "transfer" to transfer a call? 4 2 3 14. How do you create an On-Demand Conference call with multiple parties on a Cisco hard phone? Pray you have a conference bridge number Put the 1st Person on Hold > Click New Call & Dial the next number > Talk with 2nd party > Highlight the 1st call using the arrow key > Click Join5. Before putting a customer on hold what information should you try and get first? Address First and Last Name Phone Number6. Does "park" or "hold" put the customer on hold for every team member to access? Hold Park7. Where do you put the customer's phone number in the delegation email? Subject Line Only put their name Body Paragraph8. When a customer calls in looking for a specific person what should you do before transferring them to that team member? Call team member and give brief summary Transfer him to your agent first Transfer right away (don't keep them waiting) See if anyone else in the office can take it for you9. A smile on your face equals? A big paycheck A smile in your voice More business10. When is it ok to use speaker phone? It is always ok to use speakerphone It is NEVER ok to use speakerphone Only on conference calls When no one else is on the phone11. What do we consider sales to be? A contact sport All talk A puzzle12. True or False: Your ears are important when it comes to staying balanced. True FalseNo SPAM!EmailThis field is for validation purposes and should be left unchanged.