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?Phone NumberMiddle NamePasswordAddress2. If caller requests a certain person who is not available to take the call, what do you do?Refer to Delegation EmailTell the caller they will have to call back laterAsk another team member to help themAsk the caller to hold until they are available3. How many times do you have to click "transfer" to transfer a call?32144. 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 JoinPray you have a conference bridge number5. Before putting a customer on hold what information should you try and get first?First and Last NamePhone NumberAddress6. 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?Only put their nameBody ParagraphSubject Line8. When a customer calls in looking for a specific person what should you do before transferring them to that team member?Transfer him to your agent firstTransfer right away (don't keep them waiting)See if anyone else in the office can take it for youCall team member and give brief summary9. A smile on your face equals?More businessA big paycheckA smile in your voice10. When is it ok to use speaker phone?It is NEVER ok to use speakerphoneWhen no one else is on the phoneIt is always ok to use speakerphoneOnly on conference calls11. What do we consider sales to be?All talkA puzzleA contact sport12. True or False: Your ears are important when it comes to staying balanced.FalseTrueNo SPAM!EmailThis field is for validation purposes and should be left unchanged.