1
Must be stated in the greeting (2 words)
2
Must be asked in the greeting (phrase 3 words)
3
Is required to be said on any and all calls (phrase 4 words)
4
A statement relating to the feelings of the caller
5
A statement made to caller to make them feel their issue will be taken care of
6
Is stated before anything else
7
All words and phrases used on the call should be
8
Must be stated in the greeting (2 words)
9
Agents should intently ... to a caller
10
Call opening should demonstrate a ... demeanor
11
Should be heard in your tone of voice
12
Call opening must start within... seconds of answering call
