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A ClientService Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is aboutto expire.
Which two upsell activities should the CSR consider? (Choose two.)
Suggested Answer: C, D
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32 comments · newest first
EL
Eliseo
11 months ago
A is the best choice for sure!
LA
Laila
11 months ago
Wait, weekend service pricing? Is that really a thing?
AR
Arthur
11 months ago
I think C is a good option too!
HA
Haydee
11 months ago
Why not just renew the coverage directly? Seems simpler.
ST
Starr
11 months ago
Definitely A and D! Makes sense to upsell.
JA
Jaclyn
12 months ago
I practiced a similar question where we had to consider customer needs first, so I think A and D make sense for upselling effectively.
KA
Kara
12 months ago
I feel like C could be relevant too, especially if the customer needs immediate service. But I’m not confident about the weekend pricing part.
MI
Mi
1 year ago
I'm not entirely sure, but I remember something about upselling being linked to creating opportunities for the sales team, so maybe A is right?
AI
Aileen
1 year ago
I think options A and D might be the best choices since they both involve proactive communication with the customer about their coverage.
WI
Wilson
1 year ago
I'm a little confused by the options here. Is informing the customer of weekend service pricing or sending an email with new service offerings really considered upsell activities in this scenario? I'm not sure those are the best choices.
CL
Clarinda
1 year ago
Okay, let me think this through. The key seems to be that the customer's coverage is about to expire, so I should focus on renewal options to upsell. Opening a Case and an Opportunity makes the most sense.
EL
Elliott
1 year ago
Hmm, I'm a bit unsure about this one. Should I also be considering creating a Work Order for the Dispatch Team? Or would that be overkill?
AU
Audry
1 year ago
This seems pretty straightforward. I'd go with opening a Case and a renewal Opportunity for the Sales team to follow up on.
OL
Olene
2 years ago
Tough call, but I'd say A and B. Gotta keep the sales team in the loop and make sure the dispatch team is on it. Weekend service pricing? More like 'weekend party pricing', am I right?
LE
Lettie
2 years ago
C) Open a Case and inform Customer of weekend service pricing.
JA
Jacklyn
2 years ago
B) Open a Case and create a Work Order for the Dispatch Team.
MI
Mitsue
2 years ago
A) Open a Case and a renewal Opportunity for the Sales team.
JA
Janey
2 years ago
C) Open a Case and inform Customer of weekend service pricing.
NU
Nu
2 years ago
B) Open a Case and create a Work Order for the Dispatch Team.
LU
Lura
2 years ago
A) Open a Case and a renewal Opportunity for the Sales team.
ST
Staci
2 years ago
I would go with B and C, informing the customer about weekend service pricing is important.
MI
Mila
2 years ago
I agree with Fausto, A and D make sense for upselling.
TE
Teddy
2 years ago
This is a tricky one, but I think A and D are the way to go. Can't let that customer get left in the dark!
TU
Tu
2 years ago
Hmm, I'd go with B and C. Weekend service pricing is key, and a work order for the dispatch team could really help get things moving.
JO
Jose
2 years ago
C) Open a Case and inform Customer of weekend service pricing.
AL
Alishia
2 years ago
B) Open a Case and create a Work Order for the Dispatch Team.
LE
Leonida
2 years ago
A and D for sure. Gotta give that customer a heads up on those new service offerings before the coverage expires!
AL
Alton
2 years ago
CSR: You're welcome! We want to make sure you have all the information you need.
RI
Rima
2 years ago
Customer: Thank you for letting me know about the new service offerings.
KA
Kattie
2 years ago
D) Open a Case and send email with new Service offerings.
SE
Selma
2 years ago
A) Open a Case and a renewal Opportunity for the Sales team.
FA
Fausto
2 years ago
I think A and D are good options.