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 NamePasswordAddressPhone Number2. If caller requests a certain person who is not available to take the call, what do you do?Ask another team member to help themRefer to Delegation EmailTell the caller they will have to call back laterAsk the caller to hold until they are available3. How many times do you have to click "transfer" to transfer a call?42134. How do you create an On-Demand Conference call with multiple parties on a Cisco hard phone?Pray you have a conference bridge numberPut 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?Phone NumberFirst and Last NameAddress6. Does "park" or "hold" put the customer on hold for every team member to access?ParkHold7. Where do you put the customer's phone number in the delegation email?Subject LineOnly put their nameBody Paragraph8. When a customer calls in looking for a specific person what should you do before transferring them to that team member?See if anyone else in the office can take it for youCall team member and give brief summaryTransfer right away (don't keep them waiting)Transfer him to your agent first9. A smile on your face equals?A smile in your voiceA big paycheckMore business10. When is it ok to use speaker phone?It is always ok to use speakerphoneOnly on conference callsWhen no one else is on the phoneIt is NEVER ok to use speakerphone11. What do we consider sales to be?A puzzleAll talkA contact sport12. True or False: Your ears are important when it comes to staying balanced.FalseTrueNo SPAM!CommentsThis field is for validation purposes and should be left unchanged.