Email and Chat Skills and Etiquette

1.

1 point

How many emails may you send in a 90 day period unless the customer requests additional communication?

4

2

3

2.

1 point

Why is proper punctuation so important?

Punctuation isnt all that important, but it does look better when it's properly done.

Poor punctuation can change the meaning of sentence, as well as look unprofessional.

Punctuation is not as important as the message itself.

3.

1 point

What percentage of a face to face conversation consists of vocabulary?

7%

38%

55%

4.

1 point

It's important to give customer a change to absorb and respond to the information you provide more information.

True

False

5.

1 point

When is it appropriate to email customers outside of the CRM?

Never send an email outside of the CRM.

It's acceptable to send the customers email through Outlook.

When they need an immediate response.

6.

1 point

Does Rainmaker send or allow chain letters?

True. Chain letters are unsolicited email and are acceptable per the Rainmaker Information Systems Security Policy.

True. Rainmaker may send unsolicited but legitimate emails on behalf of their clients.

False: Chain letters are not acceptable per the Rainmaker Information Systems Security Policy.

7.

1 point

Which should you do last, proofread or fill in the "To" field of an email?

It doesn't matter

Proofread

Fill in the "To" field

8.

1 point

When possible, what should you avoid?

Restating or paraphrasing what someone said

Responding to a chat reply too quickly

Using negative words like "no, but, never, and can't"

9.

1 point

People speak faster as fast as they can process information.

True

False

10.

1 point

If a customer asks for no further contact, what should you do?

Immediately comply and explain that you will process the Do Not Contact request.

Immediately mark the contact as DNC in the CRM appropriately.

Both.

11.

1 point

Which of the following statements are true about Chat conversations?

Questions should be answered in a positive, confident manner

You should wait for a response before giving more information

Both.

12.

1 point

It's better to say something completely in one paragraph than to use several paragraphs.

True

False