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 NamePhone NumberPasswordAddress2. 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 availableAsk another team member to help themRefer to Delegation EmailTell the caller they will have to call back later3. 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?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 NameAddressPhone Number6. Does "park" or "hold" put the customer on hold for every team member to access?HoldPark7. 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?Transfer him to your agent firstCall team member and give brief summarySee if anyone else in the office can take it for youTransfer right away (don't keep them waiting)9. A smile on your face equals?A big paycheckA smile in your voiceMore business10. 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?A puzzleAll talkA 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.