Training Self Assessment

Please complete each question in this assessment. This information will be used to determine upcoming training focus. Each question has a rating scale from 1 (being not comfortable) to 5 (being very comfortable). Every agent needs to complete this survey by Nov 16th.
Name: 


A red asterisk (*) indicates required questions.

  1. Coaches Name*
    Deb
    Jodi
    Nigel
    Chey
    Jen
    Sara
    Beckie
    Chantel


  1. Please rate your overall comfort level and knowledge when talking with customers about Qwest H.S.I availability (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about Qwest H.S.I Speeds (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about Qwest@ease (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about Qwest Wi-Fi Hotspots (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about Qwest Qzone/StarzPlay (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about Qwest DTV Whole Home DVR (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about Qwest DTV Lead Offers - Choice Ultimate, Choice Extra (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about Qwest DTV Winter promos (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about Qwest DTV Remote Scheduler (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about Qwest DTV Rebate Process (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about Qwest DTV Channel Availability (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about Qwest DTV Cinema Connection Kit (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about VZW Handsets and Handset features (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about VZW Price Plans (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about VZW Mobile Broadband and Mobile Email (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about VZ Navigator (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about VZW Vcast music(1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about On Screen Caller ID (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge when talking with customers about Qhome (1 being not very comfortable and 5 being very comfortable)*
    1 2 3 4 5


  1. Please list the top 3 questions that you ask your customers when trying to determine the best solution with personalized benefits for the customer*


  1. Please name 3 things that are most challenging for you in order to identify ALL customers needs prior to presenting a solution*


  1. Please rate your comfort level and knowledge accessing and utilizing Qview to access tools when talking to customers.
    *
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge utilizing Qwest Systems to create quotes and order new services (Q2O, Bundles Pricing Tool, C+)
    *
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge utilizing Qwest Systems to manage order flows associated with change and record orders(Q2O, Bundles Pricing Tool, C+)
    *
    1 2 3 4 5


  1. Please rate your overall comfort level and knowledge utilizing Qwest Systems to do a transfer of service or T&F orders (Q2O, Bundles Pricing Tool, C+)
    *
    1 2 3 4 5


  1. Please rate your comfort level and knowledge accessing and utilizing 5 Star as a Qwest resource for customer retention.
    *
    1 2 3 4 5


  1. Please rate your comfort level and knowledge accessing and utilizing Einstein as a Qwest resource.
    *
    1 2 3 4 5


  1. Please rate your comfort and knowledge in understanding the differences in Voice Plans vs. Voice & Email Plans that are required for Advanced Devices.
    *
    1 2 3 4 5


  1. How often do your use the Bundle Pricing Tool to provide customers with an estimated first bill quote. (5=very often 1=never)
    *
    1 2 3 4 5


  1. How often do your use the Einstein web site as a tool when talking to customers. ( 5=very often 1=never )
    *
    1 2 3 4 5


  1. How often do you use the DORIS web site as a tool when discussing DIRECTV with customers. ( 5=very often 1=never )
    *
    1 2 3 4 5


  1. Please name 3 things that are most challenging when utilizing Qwest Systems when talking to customers*


  1. Please rate your comfort level in proactively engaging the customer in conversation, demonstrating professional presence and setting the stage for building rapport.
    *
    1 2 3 4 5


  1. Please rate your comfort level in assisting the customer in making purchasing decision based on their needs and also to make customers aware of potential needs.
    *
    1 2 3 4 5


  1. Once you've uncovered the customer's needs, please rate your comfort level in presenting a recommendation and solution.
    *
    1 2 3 4 5


  1. Please rate your comfort level addressing customer issues or concerns and overcoming objections.
    *
    1 2 3 4 5


  1. Please rate your comfort level in asking the customer for the sale.
    *
    1 2 3 4 5


  1. Please rate your comfort level in asking the customer if you've exceed their expectations and if the customer would recommend Qwest to family and friends.
    *
    1 2 3 4 5


  1. Please name three strategies that you use in your sales presentation to the customer.
    *


  1. Please name three challenges you have over coming objections, closing the sale and exceeding customer expectations.
    *


  1. Please rate your comfort level in actively listening when a customer has a problem and is upset, listening without interrupting and asking clarifying questions.
    *
    1 2 3 4 5


  1. Please rate your comfort level in expressing empathy, communicating understanding of the customer's frustration and needs, and communicating your willingness to become the customer's advocate.
    *
    1 2 3 4 5


  1. Please rate your comfort level in apologizing for any inconvenience and upset feelings and then working to fix the problem.
    *
    1 2 3 4 5


  1. Please rate your comfort in asking questions and offering options to engage the customer in working toward a solution and sale.
    *
    1 2 3 4 5


  1. Please share any other information about training that you would like to receive to become more successful in making more Qwest sales and providing excellent customer service.
    *





Jenn Bell