A Client Service Representative (CSR) receives a call from a customer on Saturday. The CSR determines that the customer is covered, but the coverage is about to expire. Which two upsell activities should the CSR consider? (Choose two.)
A.
Open a Case and send email with new Service offerings.
B.
Open a Case and inform Customer of weekend service pricing.
C.
Open a Case and a renewal Opportunity for the Sales team.
D.
Open a Case and create a Work Order for the Dispatch Team.
A verbal upsell makes one attempt, and an email attempt at an upsell makes two attempts. It IS A & B. Creating an Opportunity (C) does absolutely nothing to entice the customer, and creating a Work Order (D) is an example of "the cart before the horse."
Customer is calling on Saturday (weekend) and is already covered, it means that Customer must already be aware of weekend service pricing. And as the question is about upsell, therefore nothing to consider around any service/job/work order.
So options A & C looks correct to me.
It's not C because you are working with a renewal, opportunity would only be needed if you are trying to get a new customer and it is not D because you are not needing to dispatch any service work. I guess that is my thought
I disagree here. The renewal opportunity is only for an existing customer. It will help sales team to prepeare a new service offer. It's an opportunity because customer can accept or decline it.
The customer may call to order a help from service team. Im not sure but the D can be here too.
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