PJ ENTERPRISE TRAINING

Participant guide and activities

Inside Participant Guide

Multiple select quiz

Partner Activity

3-5

Reflection

Scavenger Hunt and

Scenario

7-8

Quick Guide
Job Aid

Scavenger Hunt Quiz

11

Reflection

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KNOWLEDGE CHECK: Taking Calls

Multiple Select Quiz
1. How quickly should you pick up a ringing phone? Select all that apply.
As soon as it rings
Within 3 rings
After 5 rings
By the 4th ring
2. What is most important about your voice when answering the phone? Select all that apply.
Volume
Speed
Tone
Inflection
3. What should you say when answering? Select all that apply.
Your name.
Hello.
The company name.
Your department
4. When transferring a call you should give the customer whats a called a warm transfer, which
Explains: Select all that apply.

Associate takes the call for the order.

If the associate is unable to assist, the TO dials the number of a supervisor, and speaks with them before
transferring the caller over to them.
They can also advise the nature of the call before the transfer.

Say it with a smile.

PJ ENTERPRISE TRAINING CHALLENGE 1

PART 1: Pair off with another operator.
One of you play the customer and one of you play the
operator. As the operator, you are responsible for applying
the principles learned in the phone etiquette lesson and
using the PJ Enterprises call protocol.
You will also utilize your current knowledge and
experience to apply to the scenarios.
There are two scenarios to complete. Participants will
switch roles when complete and repeat the evaluation
process.
PART 2: Use the training phones in the room to call the
operator, place calls on hold, and transfer the customer.
Three trainees and the instructor will act as supervisors to
receive the transferred calls and confirm that the transfer
was complete.
As the customer you will evaluate the operator and listen
for the key principles that were taught in the phone
etiquette lesson.
Score the operator to confirm accuracy and understanding
of the lesson.
Use this scale:
1: Needs Improvement 2: Proficient

Customer Scenario 1

Operator Scenario 1

You are a customer calling PJ

Enterprises for the first time about

The operator will have to properly

greet the customer using the PJ
Enterprises greeting.

Pick up the phone and act as if youre

calling PJ Enterprises for assistance.

Answer the call using the PJ Enterprises

standard greeting.
Follow the call protocol.

The customer has a question about

warranties, repair, and replacement.

Properly place the customer on hold

while you open the product guide and
locate the blu-ray dvd players in the
catalog
You cant answer this question as
thoroughly as the customer would like
and decide he should speak with a
supervisor. Properly transfer the
customer to a supervisor who can
provide more information.

Evaluation of Operator

Score

The operator answered the call within a

few rings.

1: Needs Improvement

2: Proficient

The operator used the standard PJ

Enterprises call greeting.

1: Needs Improvement

2: Proficient

The operator had a pleasant attitude when 1: Needs Improvement

greeting you.

2: Proficient

The operator properly asked you to hold

while addressing your issue.

1: Needs Improvement

2: Proficient

The operator properly transferred your

call without disconnecting it and you did
speak to a supervisor.

1: Needs Improvement

2: Proficient

Overall Score
4

Customer Scenario 2

Operator Scenario 2

You are a customer who was dissatisfied with You are the operator answering the call from
your recent purchase of a vase that arrived
a customer who is upset about a recent
broken. You demand to speak with a
purchase that arrived broken.
supervisor immediately.
Tell the operator about your situation and
demand to speak to a supervisor

Answer the call using the PJ Enterprises

standard greeting. Follow the call protocol.

Reiterate your dissatisfaction.

Attempt to resolve the issue yourself and

empathize with the customer.

The operators assistance is not enough and

you insist that you speak to a supervisor.

Properly place the customer on hold while

you discuss the issue with your supervisor.
(Call them on the phone)

Patiently wait while on hold.

Thank the customer for waiting and properly

transfer the customer to your supervisor for
further assistance.

Evaluation of Operator

Score

The operator answered the call within a

few rings.

1: Needs Improvement

2: Proficient

The operator used the standard PJ

Enterprises call greeting.

1: Needs Improvement

2: Proficient

The operator had a pleasant attitude when 1: Needs Improvement

greeting you.

2: Proficient

The operator properly asked you to hold

while addressing your issue.

1: Needs Improvement

2: Proficient

The operator properly transferred your

call without disconnecting it and you did
speak to a supervisor.

1: Needs Improvement

2: Proficient

Overall Score
5

REFLECTION
1. What do you feel went well?
2. What could have gone better?
3. Do you feel you have the tools and training to do your job well?

PJ ENTERPRISE TRAINING CHALLENGE 2

This scavenger hunt will help familiarize the
operator with using the search features in the
Product Guide PDF.
1. Read the scenario.
2. Follow the steps provided.
3. Answer the questions about the product
in the provided space.

This is not a graded assessment and we will review

it in the class.

SCENARIO:
A customer calls in search of a family size
camping tent with two doors and multiple
rooms.
He is taking his family on a camping trip in
the mountains and is looking for a tent that
will accommodate the five of them
(customer, his wife, and their three kids).

Our Customer
You need to locate some tent options for him and describe some of the features that match
his preferences.
The catalog has a sporting goods section in the table of contents that has tents in it.
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DIRECTIONS FOR QUICK GUIDE

SCREEN SHOT

1. Open the Fall/Holiday product guide from the PJ

Enterprises intranet.

2. Find the Sporting Goods section that starts on page

300 of 350.
300

Type in 300 in the page search box (x/350) of the

top of the document to jump to page 300.
You are now at the start of Sporting Goods.
3. Press Control+F on the keyboard to pull up the
documents search box.

4. Type in the word tent in the Find search box

of the PDF.
Press the Enter key to go to every individual instance
of the word tent in the product guide starting on
page 300.
Your results include tents, tent stakes, and tent poles.
(You find that this takes too long and your customer
doesnt have a lot of time.)
5. Press Control+Shift+F on your keyboard and type
tent again.
You are now able to see every instance of the word
tent in the product guide and can easily click on a
result and jump right to it instead of continuously
pressing enter see each one.
Although this is faster, its still a long list.

6. To narrow this down some more,

type in two door tent in the search box at the top.
Five results appear in the Search box on the left side
of your screen.
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I am looking for a tent between 12 and

15 feet long and 8-10 feet wide.
It must have at least two separate
rooms for the kids to sleep in and then
one room for him and his wife.

Our Customer

Use the product information on each page to

identify details about the tents.
Since you have multiple search results, you are
able to click on either one of them to jump back
and forth to a different page.

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Click on the first result, the Ozark Trail Two Door, L Shaped Tent.
Locate the Product Information section on the page and answer the following questions:
Identify the size of the tent. What are the measurements? __________
How many people can it fit? __________
How many rooms does it have? __________
How many air beds can it hold? __________

2. Click on the next result, the Coleman Sundome 6 tent. Your customer would like to know the same
details about the previous tent and some additional information.
Locate the product information section on the page and answer the following questions:
Identify the size of the tent. What are the measurements? __________
How many people can it fit? __________
How many rooms does it have? __________
How many air beds can it hold? __________
Is it designed for warm weather, cold weather or both?

3. Lastly, click on the third result, the Ozark Trail ConnecTent. Your customer is familiar with this one
because hes seen it before while shopping online. Primarily, hes concerned about the price comparison
to the others and how much each one weighs.

What is the cost of the Ozark Trail? __________

What is the cost of the Coleman Sundome? __________
What is the cost of the Ozark ConnecTent? __________
Which one is on clearance?__________
Which one is on sale through the end of Christmas?__________
Which one comes with a free air mattress with purchase?__________
Which tent weighs the most? __________ Which weighs the least? __________

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Our customer decides to place an order for the

Ozark ConnecTent because it has all of the
features he needs and at the price he wants to
pay.

Our Customer

REFLECTION
1. What do you feel went well?
2. What could have gone better?
3. Do you feel you have the tools and training to do your job well?

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