Retention Script Mastery

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Script Mastery

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Nicolas Dato

Filipinas

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Retention Script Mastery


Retention Script MasteryVersión en línea Script Mastery por Nicolas Dato 1 What is a mandatory statement required by the FTC for all outbound greetings and voicemails? a An immediate offer for a 50% discount to retain the customer. b A medical disclaimer stating the product does not cure diseases. c A notice that the call is being recorded for quality assurance. d The agent's personal phone number for a direct callback. 2 According to the Call Handling guidelines for inbound greetings, what must an agent physically remember to do while maintaining a warm and friendly tonality? a Speak very quickly. b Smile. c Ask for a credit card immediately. d Put the customer on a brief hold to review the account. 3 What 4 pieces of information should you ask for to pull up a customer's account during an inbound call? a Full name and shipping address b Email address and the last 4 digits of their credit card c Order number and zip code d Full name , phone number, email, and shipping address 4 When is it appropriate to proactively offer a refund to a customer? a Whenever the customer seems slightly frustrated. b Never; only offer it if the customer requests it and after going through the save protocol. c Only after they have been on hold for more than 5 minutes. d At the very beginning of every cancellation call. 5 During an outbound callback, what must you ask the customer to confirm in order to validate their account? a Their shipping address b Their email address c Their date of birth d Their credit card expiration date 6 In Save Step 1, what is the best solution to offer a customer who feels they are receiving too much product at once? a Offer them a 50% refund immediately. b Offer to reschedule their next shipment date so they keep their discount without feeling overstocked. c Suggest they take a double dose of the supplement to use it faster. d Cancel the subscription without asking any further questions. 7 If a customer wants to cancel their subscription during Save Step 1, what specific incentive should the agent offer to lower their monthly cost? a A completely free month of product. b A $50 flat gift card. c A 20% discount on their monthly subscription. d A Buy One Get One Free offer. 8 How should an agent respond to a customer who wants to cancel because they haven't seen results yet? a Agree that the product probably doesn't work for them and process the cancellation. b Guarantee that they will see massive results in exactly three days. c Tell them they are using the product incorrectly. d Explain that early changes are subtle and noticeable improvements happen after consistent daily use. 9 What are the specific Call Handling instructions for delivering 'Save Step 1'? a Speak rapidly to maintain control of the call and prevent interruptions. b Validate the concern first, speak slowly, and keep the tone calm and neutral. c Use a highly enthusiastic, salesy tone to build hype around the discount. d Interrupt the customer to offer the discount quickly before they get angry. 10 For leaving voicemail, what is the correct phone number we leave to the customer for them to call us back? a 8008762196 b 8008769621 c 8008769126 d 8008766129

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Retention Script Mastery

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Creada por

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Brawl stars preguntas

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Verbos irregulares en Inglés

Retention Script MasteryVersión en línea

por Nicolas Dato

What is a mandatory statement required by the FTC for all outbound greetings and voicemails?

According to the Call Handling guidelines for inbound greetings, what must an agent physically remember to do while maintaining a warm and friendly tonality?

What 4 pieces of information should you ask for to pull up a customer's account during an inbound call?

When is it appropriate to proactively offer a refund to a customer?

During an outbound callback, what must you ask the customer to confirm in order to validate their account?

In Save Step 1, what is the best solution to offer a customer who feels they are receiving too much product at once?

If a customer wants to cancel their subscription during Save Step 1, what specific incentive should the agent offer to lower their monthly cost?

How should an agent respond to a customer who wants to cancel because they haven't seen results yet?

What are the specific Call Handling instructions for delivering 'Save Step 1'?

For leaving voicemail, what is the correct phone number we leave to the customer for them to call us back?