The Science Of Chat Quiz

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| By Joseph Gallant

Joseph Gallant

Community Contributor

Quizzes Created: 2 | Total Attempts: 500

Questions: 10 | Attempts: 230 | Updated: Mar 21, 2023

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Questions and Answers

1.

The main goal of a chat is:
- A.
  
  Lead generation
- B.
  
  To send rich content
- C.
  
  To invite into the dealership
Correct Answer
A. Lead generation

Explanation
While all of these are important aspects of what we do, our main goal of every chat is to have a helpful conversation and gather their lead information.

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2.

We can use abbreviations and chat lingo.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The answer is false because the question does not provide any context or information to determine whether the statement is true or false. Without any additional information, it is impossible to determine the correctness of the answer.

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3.

The benefits of CarNow include:
- A.
  
  It is customizable.
- B.
  
  Can send rich content.
- C.
  
  Ensuring we have timely responses.
- D.
  
  Use proper language.
- E.
  
  Can translate on the spot.
Correct Answer(s)
A. It is customizable.
B. Can send rich content.
C. Ensuring we have timely responses.
D. Use proper language.
E. Can translate on the spot.

Explanation
That's right! All of the above.

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4.

Chat grading in based on whether you ask the right questions, not whether they give you all of the information.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Some steps require the information to proceed (DealNow needs to have a VOI confirmed), but most of the time you are not graded on whether you get the information.

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5.

When a customer comes into a chat with a specific question, you want to:
- A.
  
  Check to see if you can help them.
- B.
  
  Ask someone for help.
- C.
  
  Poke around the website to find the answer.
- D.
  
  Tell the customer “I would be happy to check on _____ for you!”
Correct Answer
D. Tell the customer “I would be happy to check on _____ for you!”

Explanation
While all of those options are good to do, your first step should always be to send the response to the customer assuring them you would be happy to check on that for them.

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6.

All incoming chats need to be answered in ____ seconds.

Correct Answer
8

Explanation
All incoming chats need to be answered within 8 seconds.

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4
7.

All responses in a chat need to be sent within ____ seconds.

Correct Answer
45

Explanation
The given correct answer for this question is 45 because it states that all responses in a chat need to be sent within 45 seconds. This means that there is a time limit for sending responses in a chat, and it must be done within 45 seconds.

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4
8.

The three types of chats we work with are:
- A.
  
  Sales
- B.
  
  Tires
- C.
  
  Finance
- D.
  
  Service
- E.
  
  Parts
- F.
  
  Body Shop
Correct Answer(s)
A. Sales
D. Service
E. Parts

Explanation
While we may have customers asking questions about all of these things, each chat we do can fit in the category of sales, service, or parts.

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Current Version
Mar 21, 2023

Quiz Edited by
ProProfs Editorial Team
Mar 08, 2017

Quiz Created by
Joseph Gallant

The Science Of Chat Quiz

The main goal of a chat is:

We can use abbreviations and chat lingo.

The benefits of CarNow include:

Chat grading in based on whether you ask the right questions, not whether they give you all of the information.

When a customer comes into a chat with a specific question, you want to:

All incoming chats need to be answered in ____ seconds.

All responses in a chat need to be sent within ____ seconds.

The three types of chats we work with are: