Experiencia del Cliente Playbook Quiz

What is the mission statement of the Customer Experience area? *

"Excellence in every interaction"

"Acompañamos al cliente con agilidad, claridad y cercanía para asegurar su satisfacción y éxito en cada paso del camino"

"The customer is always right"

"Service with a smile"

According to the communication policy (P1), what is the maximum response time for any customer message? *

4 business hours

6 business hours

8 business hours

12 business hours

What percentage of typification accuracy is required to avoid commission reduction? *

90%

92%

95%

98%

According to the customer typification policy (P3), which category represents clients who purchase programs over $5,000? *

Cliente A – Premium Estratégico

Cliente B – En crecimiento

Cliente C – Potencial Dormido

Cliente D – VIP

For online courses under $200 USD, what is the refund policy timeframe? *

3 days with less than 10% content accessed

7 days with less than 20% content accessed

14 days with less than 30% content accessed

30 days with less than 50% content accessed

What is the maximum freeze period allowed for high-value annual programs ($9,600-$38,000)? *

15 days

30 days

60 days

90 days

According to the rescue policy (P6), when should the sales team be contacted if a client is inactive? *

After 1 day of no response

After 3 days of no response

After 7 days of no response

After 14 days of no response

For events and seminars, until when can a full refund be given? *

Until the event starts

Until 1 hour after the event starts

Until 2 hours after the event starts

Until 3 hours after the event starts

What phrase should NOT be used according to the service standards? *

"Gracias por compartir esto, estoy aquí para ayudarte"

"Entiendo cómo te sientes, déjame buscar la mejor solución"

"Es que…" (as in "ES QUE ZOFRENIA")

"Te agradezco tu paciencia, vamos a resolverlo juntos"

According to the sales policy from Customer Experience (P7), what type of sales can the experience team perform? *

Only referrals to the sales team

Soft sales (upsales and cross-sales) within their knowledge scope

All types of sales without restrictions

No sales activities are allowed