Comcast Final Exam Part 1

1.

1 point

When a customer is speaking, what should you never do?

Cut them off

Let the customer finish their train of thought.

Listen to what they are saying.

2.

1 point

Genuine connections DO NOT keep customer’s loyal.

True

False

3.

1 point

Rainmaker’s vision is to optimize what process?

Make it Rain

Thunder is the Best

Click to Cash

4.

1 point

Non-verbal communication is more believable than verbal communication.

True, because it reveals emotions, attitudes, and feelings.

False, because people believe what you say more than what you do.

5.

1 point

What does the “N” in BATON stand for?

Need

Not at this time

Necessary

6.

1 point

What does the “B” in BATON stand for?

Budget

Boston

Buyer

7.

1 point

You should have gum, food or candy on the floor?

True

False

8.

1 point

What are the 3 ways to pitch your product?

Features

Disadvantages

Advantages

Negative Aspects

Benefits

9.

1 point

The customer should do the majority of the talking during the beginning of the call after the authentication process.

True

False

10.

1 point

The meaningful dialogue in the 4 key tactical elements is also known as the ________.

Coaching

Conversion

Conversation

11.

1 point

Rainmaker has a dress code so that Employees may not, under any circumstances, dress in a manner that is offensive, revealing, or distracting to others. We have clients visit onsite and want to give a good 1st impression.

True

False

12.

1 point

What is the percentage for each component of a conversation?

Vocabulary - 7%, Tone of Voice - 38%, and Body Language -

Vocabulary - 25%, Tone of Voice - 50%, and Body Language - 25%.

Vocabulary - 35%, Tone of Voice - 35%, and Body Language - 30%.

Vocabulary - 98%, Tone of Voice - 1%, and Body Language -

13.

1 point

Arrive 15 mins before the start of your shift.

True

False

14.

1 point

What is the difference between sympathy and empathy?

Empathy is feeling with the person, whereas sympathy is feeling for the person.

Empathy and Sympathy are the same thing, there is no difference.

Sympathy is feeling with the person, whereas empathy is feeling for the person.

15.

1 point

Who has the most direct relationship with the customer?

Account Director

Sales Manager

Agent

16.

1 point

What 4 key tactical elements has Rainmaker identified that are needed to generate quality leads for your client?

Meaningful Dialogue

Target Audience

Value Prop

Contact Strategy

All of the above

None of the above

17.

1 point

Who is the Training & Quailty Manager for Rainmaker?

Christine Bara

David Conrad

Jennifer Meza

18.

1 point

How can you have a successful Sales Attitude? Choose all that apply. (select all that apply)

Don't believe in yourself

Choose to be around positive people.

Picture past successes and sales victories.

Don't be a life-long learner.

Celebrate effort as well as victory.

Don't embrace change.

Build a personal brand that is compelling.

Give value first to attract prospects.

Uncover buying motives by asking previous customers.

19.

1 point

Pick the best 3 ways to stay engaged in a call with a customer.

Be empathetic

Focus on yourself

Listen and respond effectively

Remain detached

Communicate clearly.

20.

1 point

Who is the CEO for Rainmaker?

Tim Burns

Pamela Baker

Don Massaro

21.

1 point

When did Rainmaker become a publically traded company?

1994

1992

1991

22.

1 point

What 2 things does a Value Proposition/Opening Statement do? (select all that apply)

Offends your customer

Ends the call

Puts your listener in a positive state of mind

Allows you to transition to the next part of the call, the value proposition

23.

1 point

What 2 types of questions are used in sales?

Open

Irrelevant

Closed

both A and C

none of the above

24.

1 point

What are Rainmaker’s Core Values?

Smurfy, Curious, Outgoing, Talker

Leading, Curious, Scrappy, Hungry

Scrappy, Hurried, Current, Leaders

25.

1 point

Who is the Sr. Operations Manager for North America?

Portia jones

Christine Bara

Jennifer Meza

Chris Dickson

26.

1 point

Communication is the process of making sense of the world and sharing that sense with others through verbal and nonverbal messages.

True

False

27.

1 point

Why are cell phones not allowed on the sales floor?

They are very annoying and loud

It is unfair if someone doesn't have a cell phone

Cell phones aren’t allowed because personal calls are disruptive because other agents and customers have the ability to hear you. And is affects our PCI standing.

28.

1 point

How many locations does Rainmaker have?

6 Austin, TX, Canada, Ireland, UK, Manilla, Dominican Republic

5 Austin, TX, Canada-remote, London-UK, Manilla, Domincan Republic, Campbell, CA

2 North America and UK

29.

1 point

What % of Rainmaker's Business is B2B?

90%

75%

80%

30.

1 point

What are the 4 buying roles?

Coach

Impulse Buyer

Technical Buyer

Economic Buyer

Lucky Buyer

User Buyer

31.

1 point

Use your value proposition to leverage your solution as “the” solution to consider.

True

False

32.

1 point

The 3 examples of self barriers to listening are Self Focus, Emotional Noise, and Criticism?

True

False

33.

1 point

A value proposition is the core competency of your product and how you describe it to determine need.

True

False

34.

1 point

What are 3 things you can do to keep yourself engaged in the call?

Stand Up

Smile

Eat a sandwich

Put the customer on mute

Take Notes

Go to sleep

35.

1 point

How long does it take the average person to form a 1st impression?

5-10 Mins

1-2 Mins

0-7 seconds

5-10 Seconds

36.

1 point

Choose the 4 types of personalities in communication.

Manipulator

Socializer

Terminator

Analyzer

Director

Relator

37.

1 point

What does Rainmaker do?

Calling Consumers about Global projects

Sprinklers Systems for Businesses

e-Commerce selling solutions enhanced by Global sales agents