Cpw Bonus Quiz Preston
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Test your knowledge on the new Bonus structure, score 100%, and you will have a chance to win an iPod Shuffle!
Please ensure that you enter you name in the following way:
Full name including CPW added numbers. Ie. Joe Smith 07
Also, only your first entry will count, so make sure you give it your all.
Good luck!
Questions and Answers
- 1.
When does the new bonus start?
- A.
1st May
- B.
15th May
- C.
1st July
Correct Answer
A. 1st MayExplanation
The new bonus starts on 1st May.Rate this question:
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- 2.
What percentage of your bonus is your call performance worth?
Correct Answer
80
80%Explanation
The given answer states that the call performance is worth 80% of the bonus. This means that 80% of the bonus amount is determined by the performance in calls. It implies that the better the call performance, the higher the bonus will be.Rate this question:
- 3.
How many of your calls will your Team Manger listen to throughout the month for your bonus assessment?
Correct Answer
10Explanation
The team manager will listen to 10 of your calls throughout the month for your bonus assessment. This suggests that the bonus assessment is based on the quality of your calls and the team manager wants to evaluate your performance by listening to a representative sample of your calls.Rate this question:
- 4.
Which of the following is not one of the key areas you will be assessed on for your call quality performance?
- A.
Connect
- B.
Exploring
- C.
Knowledgeable
- D.
Call Handling Time
- E.
Negotiate and Resolve
Correct Answer
D. Call Handling TimeExplanation
Call Handling Time is not one of the key areas you will be assessed on for your call quality performance. The other options - Connect, Exploring, Knowledgeable, and Negotiate and Resolve - are all areas that are typically evaluated to assess call quality performance. Call Handling Time refers to the duration of a call, and while it may be important for efficiency purposes, it is not necessarily indicative of the quality of the call.Rate this question:
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- 5.
How may questions can be marked on a scale of 0-3?
Correct Answer
9
NineExplanation
The question asks about the number of questions that can be marked on a scale of 0-3. The answer is 9 or "Nine" because there are 9 possible options on the scale of 0-3.Rate this question:
- 6.
How many questions can be marked as a Yes or a No?
Correct Answer
5
FiveExplanation
The answer to the question is 5 or Five because the question asks how many questions can be marked as a Yes or a No. Since there are 5 options given, all of them can be marked as a Yes or a No, resulting in a total of 5 questions.Rate this question:
- 7.
If you receive a 'No' on one of your call assessments, what would be your score for that call?
- A.
0%
- B.
25%
- C.
50%
Correct Answer
A. 0%Explanation
If you receive a 'No' on one of your call assessments, your score for that call would be 0%. This means that you did not meet the criteria or requirements for a successful call assessment and did not receive any points or credit for that particular call.Rate this question:
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- 8.
If you have 3 or more calls marked as a 0%, you will not receive any bonus for that month. True or False?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
If an employee has 3 or more calls marked as a 0%, it means that they have not met the required performance standards for those calls. Therefore, they will not receive any bonus for that month. This implies that the statement "If you have 3 or more calls marked as a 0%, you will not receive any bonus for that month" is true.Rate this question:
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- 9.
In the call assessment, how is FTF (First Time Fix) scored (refer to the Call Definitions Dictionary)?
- A.
Yes or No
- B.
0 - 3
Correct Answer
A. Yes or NoExplanation
In the call assessment, the FTF (First Time Fix) is not scored on a scale of 0-3. Instead, it is scored with a simple "Yes" or "No" response. This means that the FTF is either achieved (Yes) or not achieved (No) during the call assessment.Rate this question:
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- 10.
Using the Call Definitions Dictionary, which of the following would prevent you from achieving the top score of 3 in the 'Connect' section?
- A.
Overall call sounded positive
- B.
Empathised with the customer
- C.
Used negative language throughout
Correct Answer
C. Used negative language throughoutExplanation
Using negative language throughout the call would prevent you from achieving the top score of 3 in the 'Connect' section. This is because using negative language creates a negative atmosphere and can lead to a poor customer experience. Empathizing with the customer and having an overall positive tone are both important factors in building a good connection with the customer. However, using negative language throughout the call can undermine these efforts and hinder your ability to achieve a high score.Rate this question:
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- 11.
Using the Call Definitions Dictionary, which of the following would prevent you from achieving the top score of 3 in the 'Exploring' section?
- A.
Used verbal nods throughout the call
- B.
Interrupted/spoke over customer on occasion
- C.
Sought affirmation from the customer throughout
Correct Answer
B. Interrupted/spoke over customer on occasionExplanation
Interrupting or speaking over the customer on occasion would prevent you from achieving the top score of 3 in the 'Exploring' section. This behavior shows a lack of active listening and respect for the customer's input and can hinder effective communication. It is important to allow the customer to speak without interruption and give them the opportunity to fully express their thoughts and concerns.Rate this question:
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- 12.
Using the 'Conclude and WOW' section of the Call Definitions Dictionary (score band 3), complete the following: 'Customer has opportunity to ________________'
- A.
Address any other issues and queries
- B.
Leave the call unclear and dissatisfied
- C.
Shout and antagonise the advisor
Correct Answer
A. Address any other issues and queriesExplanation
The 'Conclude and WOW' section of the Call Definitions Dictionary states that the customer has the opportunity to address any other issues and queries. This means that the customer can bring up any additional concerns or questions they may have during the call. This shows that the company values customer satisfaction and wants to ensure that all of the customer's needs are addressed before ending the call.Rate this question:
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- 13.
What percentage of your bonus will be based upon an operational focus and will be communicated to you at the start of each bonus month?
- A.
10%
- B.
15%
- C.
20%
Correct Answer
C. 20%Explanation
The given answer of 20% suggests that the percentage of the bonus that will be based upon an operational focus and communicated at the start of each bonus month is 20%. This means that a portion of the bonus will be determined by the employee's performance in operational areas and will be made known to them at the beginning of each month when the bonus is applicable.Rate this question:
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- 14.
Which of the following must you achieve to qualify for your bonus?
- A.
80% of calls transferred to sales for an upgrade
- B.
80% of calls logged on CMI/CRT
- C.
80% of customer accounts must have care notes added
Correct Answer
B. 80% of calls logged on CMI/CRTExplanation
To qualify for the bonus, the individual must achieve 80% of calls logged on CMI/CRT. This means that out of all the calls received, 80% of them must be properly logged on the CMI/CRT system. The other options, such as transferring calls to sales for an upgrade or adding care notes to customer accounts, are not mentioned as requirements for the bonus.Rate this question:
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- 15.
You have logged 80% of your calls on CMI and you have achieved the 20% Variable Element. In May, what overall percentage score do you need to achieve on your call quality assessment to gain Stretch Bonus of £450.00?
- A.
75%
- B.
80%
- C.
85%
Correct Answer
C. 85%Explanation
To calculate the overall percentage score needed to achieve the Stretch Bonus, we need to consider that 80% of the calls have already been logged on CMI and a 20% Variable Element has been achieved. This means that the remaining 20% of the calls will contribute to the overall score. To calculate the required score, we can subtract the achieved score (80%) from 100% and divide the result by the remaining percentage (20%). This gives us 20 divided by 20, which equals 1. Therefore, to achieve the Stretch Bonus, a score of 100% is required. Since 85% is higher than 100%, it is not possible to achieve the Stretch Bonus with an overall percentage score of 85%.Rate this question:
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- 16.
In May, you can receive a part bonus if you log 80% of your calls on CMI, achieve an overall call quality percentage of 75% but miss on your 20% Variable Element. True or false?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
In May, if you log 80% of your calls on CMI and achieve an overall call quality percentage of 75%, you will receive a part bonus. The statement does not mention anything about missing on the 20% Variable Element, so it is not a requirement for receiving the bonus. Therefore, the answer is true.Rate this question:
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- 17.
You can achieve partial bonus if you log 80% of your calls on CMI, achieve your 20% Variable Element but miss on your call quality. True or False?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
It is not possible to achieve a partial bonus if you miss on call quality. The question states that you can achieve partial bonus if you log 80% of your calls on CMI and achieve your 20% Variable Element, but it does not mention anything about call quality. Therefore, it is not possible to determine if call quality is a factor in determining the bonus.Rate this question:
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- 18.
Which element of Engage will form part of the TM bonus under the new bonus scheme?
- A.
First Time Fix
- B.
Net Promoter Score
- C.
Knowledge and Expertise
Correct Answer
B. Net Promoter ScoreExplanation
The Net Promoter Score (NPS) will form part of the TM bonus under the new bonus scheme. NPS is a measure of customer loyalty and satisfaction, calculated based on the responses to a single question: "On a scale of 0-10, how likely are you to recommend our company to a friend or colleague?" This score is used to gauge the overall customer experience and the likelihood of customers promoting the company to others. Including NPS in the bonus scheme suggests that the company values and rewards efforts to improve customer satisfaction and loyalty.Rate this question:
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Apr 30, 2024Quiz Edited by
ProProfs Editorial Team -
Apr 30, 2009Quiz Created by
Cpwquizmaster
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