Mission: AF Service
Quiz by AF Training
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- Q1
Name this stage: It’s crucial to start off on the right foot! The customer needs to feel welcomed and know that we appreciate their business. First Impressions stick!
Begin Processing Transaction
Recap and Thank you
Complete Transaction
Greeting at Teller Window
Welcome
120s - Q2
Put the elements of each stage of the CEC cycle in order
Users link answersLinking120s - Q3
Put in order the elements of the SHOW pillar
Users link answersLinking120s - Q4
This is something that could go wrong
Service Defects
Issues
Above & Beyonds
Exceptionals
Standards
120s - Q5
What is the inbound greeting?
Hello! Thanks for calling, I'm Marissa. How can I help you?
Thank you for choosing your 24/7 Advance Financial. My name is Marissa. How can I help you?
Thank you for calling Advance Financial. My name is Marissa. How may I help you?
Thank you for choosing your 24/7 Advance Financial. My name is Marissa. How may I help you?
120s - Q6
This is what should happen every time.
Issues
Exceptionals
Standards
Service Defects
Above & Beyonds
120s - Q7
Put in order the four elements of the FLOW pillar
Users link answersLinking120s - Q8
This is the best way to make a customer feel like a VIP
Issues
Exceptionals
Service Defects
Above & Beyonds
Standards
120s - Q9
How do we ask customers for additional information?
Miss Williams, can I please have your phone number?
Miss Williams, what's your phone number?
Miss Williams, may I please have your phone number?
Can I get your number?
120s - Q10
Put in order the four elements of the KNOW pillar
Users link answersLinking120s - Q11
What is our service vision?
Users re-arrange answers into correct orderJumble120s - Q12
Pick the right stage: This is our final opportunity to ensure the customer’s visit went well and let them know how important they are to us.
Recap and Thank you
Complete Transaction
Begin Processing Transaction
Greeting at Teller Window
Welcome
120s - Q13
Candice meets a customer in a Vols tee shirt. She talks with them about the college and their football team. Both Candice and the customer leave with a smile. What pillar is she demonstrating?
KNOW
SHOW
FLOW
GROW
120s - Q14
A Customer tells you about their son, their new job, and their favorite sport team. Where can you add this?
Personal Information
Secret Service Information
FORD information
Customer profile
120s - Q15
Janice explains a Net Spend card. What element of KNOW is this?
Connect
Anticipate
Knowledgable
Efficient
Accurate
120s