Customer Declined Lesson Quiz

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Question 1 of 3

1. Question

The purpose of the “Customer Declined to Participate – CDP” disposition is to:

track individual contact rates and declines for your outbound calls.
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provide detailed explanations to the dealership on why customers are declining to complete the survey.
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show our clients that we are being thorough by pushing each customer to answer the survey questions.
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get a read on how many of our customers are escalated.
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Question 2 of 3

2. Question

Fill in the blank: Notes regarding a customer’s reason for declining the survey or other relevant information should be typed in the __________.

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Question 3 of 3

3. Question

Please select all the situations listed that require you to select the “CUSTOMER DECLINED TO PARTICIPATE (CDP)” disposition.

Customer hung up the phone while you were introducing yourself.
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On a first attempt, the customer states they do not have time for the call at the moment.
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Customer declined to complete the survey but said things went well.
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On a last attempt, the customer states they are busy and disconnects the call.
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Customer provided negative feedback after the first question of the survey.
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Customer states they are too busy, and they do not want you to call at a later time.
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Customer states they work for the dealership we are calling in regard to.
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