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Script Mastery

Created by

Nicolas Dato
Nicolas Dato
Philippines

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Script Mastery

by Nicolas Dato
1

What is a mandatory statement required by the FTC for all outbound greetings and voicemails?

2

According to the Call Handling guidelines for inbound greetings, what must an agent physically remember to do while maintaining a warm and friendly tonality?

3

What 4 pieces of information should you ask for to pull up a customer's account during an inbound call?

4

When is it appropriate to proactively offer a refund to a customer?

5

During an outbound callback, what must you ask the customer to confirm in order to validate their account?

6

In Save Step 1, what is the best solution to offer a customer who feels they are receiving too much product at once?

7

If a customer wants to cancel their subscription during Save Step 1, what specific incentive should the agent offer to lower their monthly cost?

8

How should an agent respond to a customer who wants to cancel because they haven't seen results yet?

9

What are the specific Call Handling instructions for delivering 'Save Step 1'?

10

For leaving voicemail, what is the correct phone number we leave to the customer for them to call us back?

 
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