Buyer Services Quality Assurance Training Quiz

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* 3. True or False: According to an article on Discovery, human beings can differentiate vocal intonation not only between a smile and a non-smile but among different types of smiles. “Smiling affects how we speak, to the point that listeners can identify the type of smile based on sound alone…

True

False

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* 4. Which of the following is not a high level section on the evaluation form but is still vital to the customer experience?

Greeting

Service

Solutioning

Follow Up

Documentation

Closing/Bonus

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* 5. Which of the following are good example(s) of an acceptable greeting? (Select all that apply)

Thank you for calling IAA Buyer Services. This is Amy, how can I help you today?

You've reached IAA, John speaking. What's your buyer number?

It's a sunny day here at IAA Buyer Services. This is Carl speaking, how can I deliver you a smile today?

IAA Buyer Services. How can I help you?

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* 6. Which of the following is NOT required when verifying a customer? (Select all that apply)

First Name

Last Name

Middle Initial

Phone Number

Date of Birth

Comparison of the identification on record image to data in ASAP

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* 7. Which of the following is an example of an acknowledgement statement?

Is there anything else I can help you with?

I'm so sorry that happened.

I am happy to help you with that!

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* 8. What is dead air?

Silence of 30 seconds or more

When there was a missed opportunity to show empathy on a call

When someone is on hold for more than a minute

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* 9. True or False - When you need some time to research, it is ok to use mute as long as it is less than 3 minutes.

True

False

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* 10. True or False - Having rapport on a call is important as are good tone and manners...unless the customer is angry and swearing.

True

False

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* 11. Which of the following are ways to express active listening? (Select all that apply)

Use of Open Ended/Probing Questions

Using "I" Statements

Mirroring

Paraphrasing

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* 12. When is the only time we do not need to review the license page to check for expirations or open issues?

For a branch transferred call

For an exporter

For a public buyer

For a licensed business

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* 13. Which of the following resources do we potentially review for a resolution to our questions PRIOR to requesting assistance in specialist chat? (Select all that apply)

Salesforce

Help Center on IAAI.com

BluePay

Emails

OBM

ASAP

Training Materials

Inside IAA

Auction Access

Auction Center on IAAI.com

OneNote

Team Chat History

Huddle Packets

SharePoint

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* 14. When is the right time to position IAA services to a customer?

It is always the right time!

When it is relevant to the conversation

Only when I feel comfortable

Never ever

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* 15. Where can you locate all of the questions on the Evaluation Form?

In the Files section of the Specialist Chat labeled as "Line by Line Evaluation Guide"

In SharePoint

In a Huddle Packet

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* 16. True or False - Is this a question on the Evaluation Form? "Did the agent take ownership of the case in Salesforce?"

True

False

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* 17. True or False - We should refer customers to email us at cservice@iaai.com

True

False

Only if they are trying to contact our legal team

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* 18. Which of the following scenarios require a background check to be run (LexisNexis/OFAC)? (Select all that apply)

Buyer Name has been added/changed/updated

Business Name has been added/changed/updated

Account is being renewed

A new account has been opened

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* 19. Who is capable of de-escalating a call?

Anyone currently working with the customer is empowered to de-escalate on their own

Only Leadership should navigate these tricky customers

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* 20. Which of the following are triggers for surveys? (Select all that apply)

Contact on the case has not received a survey within the last 2 weeks

The case has closed

After the call has ended

Buyer Services Quality Assurance Training Quiz - New Hires

Congratulations! Let's See What You Remember...

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* 1. What is your first & last name?

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* 2. Your work email address

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* 3. True or False: According to an article on Discovery, human beings can differentiate vocal intonation not only between a smile and a non-smile but among different types of smiles. “Smiling affects how we speak, to the point that listeners can identify the type of smile based on sound alone…

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* 4. Which of the following is not a high level section on the evaluation form but is still vital to the customer experience?

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* 5. Which of the following are good example(s) of an acceptable greeting? (Select all that apply)

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* 6. Which of the following is NOT required when verifying a customer? (Select all that apply)

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* 7. Which of the following is an example of an acknowledgement statement?

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* 8. What is dead air?

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* 9. True or False - When you need some time to research, it is ok to use mute as long as it is less than 3 minutes.

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* 10. True or False - Having rapport on a call is important as are good tone and manners...unless the customer is angry and swearing.

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* 11. Which of the following are ways to express active listening? (Select all that apply)

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* 12. When is the only time we do not need to review the license page to check for expirations or open issues?

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* 13. Which of the following resources do we potentially review for a resolution to our questions PRIOR to requesting assistance in specialist chat? (Select all that apply)

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* 14. When is the right time to position IAA services to a customer?

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* 15. Where can you locate all of the questions on the Evaluation Form?

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* 16. True or False - Is this a question on the Evaluation Form? "Did the agent take ownership of the case in Salesforce?"

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* 17. True or False - We should refer customers to email us at cservice@iaai.com

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* 18. Which of the following scenarios require a background check to be run (LexisNexis/OFAC)? (Select all that apply)

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* 19. Who is capable of de-escalating a call?

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* 20. Which of the following are triggers for surveys? (Select all that apply)

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* 21. Please provide some feedback! What went well with this training and what do you think we could done differently to have a better result?