What do I do? SS - PE QUIZ
Created on May 5, 2023
Training delivery team
Soft skills Quiz
QUESTION 1 of 10
What do I do if the member is screaming?
Transfer back to the queue
Let them vent and show reassurance
QUESTION 2 of 10
The member calls to complain about the previous representative
Acknowledge their feelings, show reassurance and file an A&G
Place them on hold
Ignore their feelings and ask for their member ID
QUESTION 3 of 10
A member is in a rush and tells you to hurry
Acknowledge and set up the right expectations
Continue as if nothing happened
Work as quickly as possible
QUESTION 4 of 10
A member tells you they have a surgery scheduled and asks for their coverage. How do you close the call?
You wait for the member to hang up
Alright, thank you for calling UnitedHealthCare
It was a pleasure talking to you today and hope everything goes well in your surgery!
QUESTION 5 of 10
You hear a dog barking in the background.
Tell the member you cannot hear them
Create small talk
Offer a callback because the connection is breaking off
QUESTION 6 of 10
The caller requests a representative in the US.
Be sarcastic and argue with them
Warm transfer to an onshore representative
Place them on hold
QUESTION 7 of 10
I want to speak to your supervisor, I don't want to speak to you anymore!
Place them on hold to wait until they hang up
Tell them there is no sup available without asking
Be polite and ask for a supervisor
QUESTION 8 of 10
A member tells you they are lonely so they are moving back with their kids.
Show active listening and follow the conversation
Interrupt them to go back to the main reason of the call
Ask them the new address to update it
QUESTION 9 of 10
A member tells you they need to make a payment. What is the first thing you do?
QUESTION 10 of 10
The member says they need to go over some documents to find the information.
Be patient and tell them there is no rush
Tell them to callback