TQA PMA – October 2021
MAIN AGENT’S PERSPECTIVE. Read each scenario very carefully. Indicate the correct Category and Resources (CRM Tip or MANUAL) that will address the customer’s concern. Also, write YES if an Outbound Call is necessary to continue TS/make test calls after TS, otherwise, write NO and defend your answer. Each scenario will have 3 points.
Example:
Model # CS5129-2
Scenario: The customer is using his new VTech phone to call us and he wants to know how to set the date and time. All he has is his cellphone and the VTech phone.
Answer:
Category: Settings > Date/Time
Resources: Meta-Answer ID 4703
Outbound call: NO – The customer can use the other HS to set the date & time.
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The total time allowed for this quiz is 45 minutes. |
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