Customer Dos and Donts

Question 1

The comfortable customer needs you to be:

Answer 1

Efficient, Friendly, have a good balance of friendly and business and not be taken for granted-they can become irate.

Question 2

The Insistent Customer is very

Answer 2

Demanding, Impatient, Rude, Straight Forward, Victim Mentality, Money troubles, disrespectful, intolerant and Pushy. Can become a comfortable customer after having their needs met.

Question 3

The Insistent Customer needs you to be:

Answer 3

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

Question 4

An Indecisive Customer is very

Answer 4

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.

Question 5

An indecisive customer needs you to

Answer 5

Not offer too many options, not lose patience with them and not to confuse/overwhelm them.

Question 6

Should you ever let a customer know that you are aware of what web page they are on?

Answer 6

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.

Question 7

Give an example of a value statement

Answer 7

“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”

Question 8

Why is the customer a priority to us Sales Reps

Answer 8

There wouldn’t be a job without them! (:

Question 9

If the chat shows that your customer is not an existing customer, should you assume they are a new customer?

Answer 9

Not necessarily. They might be an existing customer who has not logged in yet.

Question 10

How long do you have between interactions between the customer and you?

Answer 10

30 seconds to reply

Question 11

How long until the chat times out from inactivity?

Answer 11

2 minutes- keep the chat going by adding in “Just one moment please” “Thank you for being patient” etc.

Question 12

Should you ask the customer which product they want, or SELL them the product that best fits their needs?

Answer 12

Sell them which one, don’t ask

Question 13

Is asking the customer a Yes/No question considered an interaction?

Answer 13

Yes, and Cox Communication wants Sales Reps to interact heavily with the customer, even just a yes or no question.

Question 14

Can apartments have home automation (security?)

Answer 14

Yes, even apartments can have home automation

Question 15

If the customer appears to have left the chat permanently, what should you do first?

Answer 15

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.

Question 16

When you make an offer to the customer, what should you explain after?

Answer 16

What benefit those services are to the customer, and why.

Question 17

After you send the offer, what should you do next?

Answer 17

Send the link

Question 18

If you have time is it a good idea to scroll up and read what the customer typed in to the artificial bot?

Answer 18

Yes, scroll up and read what inquiry they had before reaching you, the live agent.

Question 19

Should you place orders for customers as a customer sales rep?

Answer 19

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.

Question 20

Should you send a list of features in your offer in a bullet point list?

Answer 20

You should talk about the features conversationally, not in a copied and pasted list. (unless they request otherwise)

Question 21

What happens if a customer’s outdoor wiring gets damaged?

Answer 21

Cox Replaces it

Question 22

Can a customer use their own modem?

Answer 22

Yes. If they want to rent a modem it is 12 dollars a month.

Question 23

If the customer appears to already be shopping should you send them any link?

Answer 23

No

Question 24

If a customer quits Cox, can they keep the equipment they bought?

Answer 24

Yes, anything purchased by the customer (such as cameras, smoke detectors, etc) stays with the customer even if they leave Cox.

Question 25

If a customer wants their contract in writing, what should you tell them?

Answer 25

The customer can print the contract out at home

Question 26

If you are dealing with an east coast address, what possible problems can arise?

Answer 26

You may have to add a 0 in front of the zip code for it to be a recognized address

Question 27

How much is it for the customer to order 50 extra gigs of internet for the month?

Answer 27

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)

Question 28

What are a few ways you can show the customer you are actively listening in chat?

Answer 28

Say their name, acknowledge and repeat what they said in a conversational way (not copy and paste))

Question 29

What program is used to look up customer services?

Answer 29

ICE

Question 30

What do you do if a customer chats in and says they want to upgrade in-store?

Answer 30

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

Question 31

Should you be ok with a customer talking a lot?

Answer 31

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.

Question 32

What is Connect 2 Compete?

Answer 32

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.

Question 33

What is a more positive way to say “That promotion is over”

Answer 33

“We have great offers for xyz going on….”

Question 34

What is a better way to say “Like I said before,”

Answer 34

Per our last conversation, ….

Question 35

How can you tell a customer that we do not match offers?

Answer 35

Ask them “What was it you liked about that offer?”

Question 36

What is a replacement for “No Problem”

Answer 36

Say “Im happy to!”

Question 37

Which word is more positive when speaking with a customer- Contract, or Agreement?

Answer 37

Agreement

Question 38

Which word is more negative when speaking with a customer- Problem, or Challenge?

Answer 38

Problem

Question 39

What is a good replacement word for Cost? (Costly)

Answer 39

Top of the Line

Question 40

Should you use the word expensive when speaking with a customer?

Answer 40

Say something more positive like “Its an investment”

Question 41

If a customer is ‘not interested’, how should you ask them why they aren’t?

Answer 41

Ask them why they are “hesitant” instead of “not interested”