Customer Dos and Donts Flashcards
(41 cards)
The comfortable customer needs you to be:
Efficient, Friendly, have a good balance of friendly and business and not be taken for granted-they can become irate.
The Insistent Customer is very
Demanding, Impatient, Rude, Straight Forward, Victim Mentality, Money troubles, disrespectful, intolerant and Pushy. Can become a comfortable customer after having their needs met.
The Insistent Customer needs you to be:
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
An Indecisive Customer is very
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.
An indecisive customer needs you to
Not offer too many options, not lose patience with them and not to confuse/overwhelm them.
Should you ever let a customer know that you are aware of what web page they are on?
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.
Give an example of a value statement
“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”
Why is the customer a priority to us Sales Reps
There wouldn’t be a job without them! (:
If the chat shows that your customer is not an existing customer, should you assume they are a new customer?
Not necessarily. They might be an existing customer who has not logged in yet.
How long do you have between interactions between the customer and you?
30 seconds to reply
How long until the chat times out from inactivity?
2 minutes- keep the chat going by adding in “Just one moment please” “Thank you for being patient” etc.
Should you ask the customer which product they want, or SELL them the product that best fits their needs?
Sell them which one, don’t ask
Is asking the customer a Yes/No question considered an interaction?
Yes, and Cox Communication wants Sales Reps to interact heavily with the customer, even just a yes or no question.
Can apartments have home automation (security?)
Yes, even apartments can have home automation
If the customer appears to have left the chat permanently, what should you do first?
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.
When you make an offer to the customer, what should you explain after?
What benefit those services are to the customer, and why.
After you send the offer, what should you do next?
Send the link
If you have time is it a good idea to scroll up and read what the customer typed in to the artificial bot?
Yes, scroll up and read what inquiry they had before reaching you, the live agent.
Should you place orders for customers as a customer sales rep?
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.
Should you send a list of features in your offer in a bullet point list?
You should talk about the features conversationally, not in a copied and pasted list. (unless they request otherwise)
What happens if a customer’s outdoor wiring gets damaged?
Cox Replaces it
Can a customer use their own modem?
Yes. If they want to rent a modem it is 12 dollars a month.
If the customer appears to already be shopping should you send them any link?
No
If a customer quits Cox, can they keep the equipment they bought?
Yes, anything purchased by the customer (such as cameras, smoke detectors, etc) stays with the customer even if they leave Cox.
