Quality Calls Flashcards
1
Q
What are the 5 Umbrella characteristics for all calls
A
Employ a professional tone Appropriate listening and questioning techniques being courteous Use the appropriate amount of time proper use of equipment
2
Q
List the 6 steps associated with a quality call
A
Open with a courteous and professional greeting Identify Need Resolve need Identify additional product/service need Promote additional products services Close and brand
3
Q
What does SPECIAL stand for?
A
Stop Prepare Evaluate Concentrate Investigate Acknowledege Log it
