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 Phone Number Address Password2. If caller requests a certain person who is not available to take the call, what do you do? Ask the caller to hold until they are available Ask another team member to help them Refer to Delegation Email Tell the caller they will have to call back later3. How many times do you have to click "transfer" to transfer a call? 3 4 2 14. How do you create an On-Demand Conference call with multiple parties on a Cisco hard phone? 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 Join Pray you have a conference bridge number5. Before putting a customer on hold what information should you try and get first? Phone Number Address First and Last Name6. Does "park" or "hold" put the customer on hold for every team member to access? Park Hold7. Where do you put the customer's phone number in the delegation email? Body Paragraph Subject Line Only put their name8. 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 you Call team member and give brief summary Transfer him to your agent first Transfer right away (don't keep them waiting)9. A smile on your face equals? More business A smile in your voice A big paycheck10. When is it ok to use speaker phone? It is NEVER ok to use speakerphone Only on conference calls When no one else is on the phone It is always ok to use speakerphone11. What do we consider sales to be? All talk A contact sport A puzzle12. True or False: Your ears are important when it comes to staying balanced. True FalseNo SPAM!CommentsThis field is for validation purposes and should be left unchanged.