Customer Dos and Donts Flashcards
The comfortable customer needs you to be:
Efficient, Friendly, have a good balance of friendly and business and not be taken for granted-they can become irate.
The Insistent Customer is very
Demanding, Impatient, Rude, Straight Forward, Victim Mentality, Money troubles, disrespectful, intolerant and Pushy. Can become a comfortable customer after having their needs met.
The Insistent Customer needs you to be:
Be an active listener, build trust, acknowledge the customer, and not mirror back their bad attitude. Be urgent in fixing the problem. Dont interrupt, complicate or be bossy. Just breathe
An Indecisive Customer is very
Disorganized, Asks questions and is unsure, doesn’t trust their own decisions, and needs reassurance to know they are making a good decision. Value Statements and Acknowledgment needed.
An indecisive customer needs you to
Not offer too many options, not lose patience with them and not to confuse/overwhelm them.
Should you ever let a customer know that you are aware of what web page they are on?
No, instead of saying “I see you are on the confirmation page, say “Let me know when you are on the confirmation page, then click OK” for example.
Give an example of a value statement
“You are a really important customer to us!”
“I’m thankful I got your chat because I understand how hard it is to decide”
“I’m thankful I got your chat because I understand how frustrating this can be”
Why is the customer a priority to us Sales Reps
There wouldn’t be a job without them! (:
If the chat shows that your customer is not an existing customer, should you assume they are a new customer?
Not necessarily. They might be an existing customer who has not logged in yet.
How long do you have between interactions between the customer and you?
30 seconds to reply
How long until the chat times out from inactivity?
2 minutes- keep the chat going by adding in “Just one moment please” “Thank you for being patient” etc.
Should you ask the customer which product they want, or SELL them the product that best fits their needs?
Sell them which one, don’t ask
Is asking the customer a Yes/No question considered an interaction?
Yes, and Cox Communication wants Sales Reps to interact heavily with the customer, even just a yes or no question.
Can apartments have home automation (security?)
Yes, even apartments can have home automation
If the customer appears to have left the chat permanently, what should you do first?
Add 3 interactions to make sure they are done with the chat, such as Are you there? Do you have any questions? Just checking to see if you are there etc.
When you make an offer to the customer, what should you explain after?
What benefit those services are to the customer, and why.
After you send the offer, what should you do next?
Send the link
If you have time is it a good idea to scroll up and read what the customer typed in to the artificial bot?
Yes, scroll up and read what inquiry they had before reaching you, the live agent.
Should you place orders for customers as a customer sales rep?
You may end up placing an order in ICE, but only do it for them in an emergency. Try to convince them to do it first.
Should you send a list of features in your offer in a bullet point list?
You should talk about the features conversationally, not in a copied and pasted list. (unless they request otherwise)
What happens if a customer’s outdoor wiring gets damaged?
Cox Replaces it
Can a customer use their own modem?
Yes. If they want to rent a modem it is 12 dollars a month.
If the customer appears to already be shopping should you send them any link?
No
If a customer quits Cox, can they keep the equipment they bought?
Yes, anything purchased by the customer (such as cameras, smoke detectors, etc) stays with the customer even if they leave Cox.
If a customer wants their contract in writing, what should you tell them?
The customer can print the contract out at home
If you are dealing with an east coast address, what possible problems can arise?
You may have to add a 0 in front of the zip code for it to be a recognized address
How much is it for the customer to order 50 extra gigs of internet for the month?
An extra 10 dollar charge for 50 extra gigs of internet. Customers can add 50 gigs up to 10 times. (May want to switch plan at this point as it is overpaying on their part)
What are a few ways you can show the customer you are actively listening in chat?
Say their name, acknowledge and repeat what they said in a conversational way (not copy and paste))
What program is used to look up customer services?
ICE
What do you do if a customer chats in and says they want to upgrade in-store?
Acknowledge-Just say yes absolutely! Explain Benefit- I could save you time and gas by helping you do it here! Then Move on- based on whatever their reply was
Should you be ok with a customer talking a lot?
It could possibly be a good thing in some cases, the more they open up the more they could be open to you suggesting services to them based on what they are talking about. Be okay with asking and conversing about possible needs they have for Cox communications.
What is Connect 2 Compete?
A Month to month program for children in school who need access to the internet and whose family qualifies for extreme discounts. (Child may already be in a lunch program) Helps kids have the same opportunities as others with their education.
What is a more positive way to say “That promotion is over”
“We have great offers for xyz going on….”
What is a better way to say “Like I said before,”
Per our last conversation, ….
How can you tell a customer that we do not match offers?
Ask them “What was it you liked about that offer?”
What is a replacement for “No Problem”
Say “Im happy to!”
Which word is more positive when speaking with a customer- Contract, or Agreement?
Agreement
Which word is more negative when speaking with a customer- Problem, or Challenge?
Problem
What is a good replacement word for Cost? (Costly)
Top of the Line
Should you use the word expensive when speaking with a customer?
Say something more positive like “Its an investment”
If a customer is ‘not interested’, how should you ask them why they aren’t?
Ask them why they are “hesitant” instead of “not interested”
