Quality Assurance Do You Know The Def Doc Jeopardy Template

Opening	Discovery	Response and Handling	Customer Engagement	Strategic Priority
100 3 points What is the point value for Opening?	100 10 points What is the point value for Discovery?	100 25 points What is the point value for Response and Handling?	100 27 points What is the point value for Customer Engagement?	100 35 points What is the point value for Strategic Priority?
200 One (1) How many opportunities does the opening have?	200 Demonstrate Understanding & Offer Solutions/Provide Pertinent Information What are the titles for the two opportunities within Discovery?	200 One (1) How many opportunities are within Response and Handling?	200 Four (4) How many opportunities are within Customer Engagement	200 How many opportunities are within Strategic Priority?
300 Representative is ready to answer the call. Uses a clear and understandable greeting. Acknowledges the customer and creates and opening. What is the definition of the opening? Hint: There are three parts to the definition.	300 There being an opportunity to use the information in AS400 to state the problem the customer is having without having the customer state the problem again in its entirety. What is the most common reason deductions are taken under Demonstrates Understanding?
400 By immediately engaging the customer upon receiving the call. How can the representative show that he/she is ready to answer the call?
500 enthusiastically - first name - Coca-Cola Fill in the blanks: The agent should use a clear and understandable greeting by _______ greeting the customer, provides ____ ____, and brands the call with '_________'.

Quality Assurance - Do You Know the Def Doc

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