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Welcome to the mock/final speaking assessment
Welcome to the mock/final speaking assessment
Disclaimer: This guide is strictly for Language Training only, as the instruction or steps may be different from product training onwards.
call flow steps
call flow steps
Opening Spiel: This marks the opening of a call. The spiel here is verbatim and can't be changed.
Acknowledge: The goal of this item is to manage the feelings of the customer; therefore, it needs to be personalized and targeted.
Probing: In order to get to the root cause of their needs, the right questions need to be asked.
Verification: After getting the exact concern, verify the key information needed. This also helps you get the name of the customer and address them by their name.
Order Identification: This segment of the call flow is to identify the right resolution for their issue.
Provide Resolution: Offer resolution depending on the concern.
Ensure: Apologize to the recipient if you need to; if the caller and recipient are the same, there is no need to do this. Ask for further assistance.
Upsell: Transition yourself in offering your customer an item from the website or any discount for their next order.
Recap: Give a rundown of what has happened in the call to ensure accuracy.
Offer TSP/Passport: These are additional items you can offer your customer to give them a better shopping experience.
Offer Further Assistance: Ask if there is anything else we can assist them with
Closing Spiel: This marks the closing of a call. The spiel here is verbatim and can't be changed.
REMINDERS:
Be professional all throughout the call (Adapt to the tone of your customer, sound more upbeat when starting the call or offering them the solution as well as during the upselling part, be aware of your intonation)
Be responsive, if a question is asked, acknowledge and address it. Make sure to answer every concern of your customer
Manage the feelings of your customer by responding to their negative experience. Build a connection with your customer by initiating a small talk depending on their concern to help them feel comfortable talking to you
Always make use of positive scripting (Never say I can't, I don't, unfortunately, etc.)
Address your customer by either their first name or their last name. (John, Shawn, Bart, Mrs. Smith, Mr. Crab, Ms. Pines)
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