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Quick Quiz

Quiz by John Kennery

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6 questions
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  • Q1
    What would be an acceptable greeting when a CM calls in to Concierge?
    None of these greetings are acceptable.
    Hello and thanks for calling AmEx! How can I help you today?
    What up homie?!?! This is Sara Jane Moore at your disposal...talk to me.
    Thank you for calling American Express Platinum Concierge, this is ____________, how may I assist you today?
    30s
  • Q2
    What is one of the most important aspects of conversation you should focus on when conducting a ticket pre-sale call?
    Ticket price.
    Proper authentication.
    Seat location.
    Setting the proper expectation.
    30s
  • Q3
    What does "ICM" stand for?
    I Can Manage
    Incapable Card Member
    Instant Credit Mechanism
    Intelligent Call Management
    30s
  • Q4
    When taking the Computer Based Training as required by our esteemed, imperial client, what is the best course of action to embrace?
    A portable electro-shock tool firmly attached to your forehead.
    Readily available sharp, pointy jabbing tools.
    Coffee....lots and lots of coffee.
    A combination of any or all of these can help get you through the drudgery.
    30s
  • Q5
    List the elements of Call Flow (Hint: O-P-S-F)
    Okay, Please, Stop, Fighting
    Open, Probe, Solve, Fulfill.
    Organize, Prevent, Solicit, Finalize
    Opinion, Positive, Selective, Features
    30s
  • Q6
    What is an acceptable way of stating a Promise Date to a CM?
    You should be receiving that email no later than 11:00AM Eastern Time today.
    You will receive my telepathic confirmation message once my aura has been cleansed.
    I will get that email out to you right away.
    I will give you a callback tomorrow guaranteed.
    30s

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