{"metadata":{"generator":"Captivate","generatorVersion":"11.5.1","schemaVersion":"","author":"author","title":"","description":"project description","email":"author@company.com","website":"www.company.com","tags":"","thumbnail":"","source":"assets","durationInFrames":12639,"frameRate":30,"totalSlides":18,"width":1280,"height":720,"responsive":false,"scalable":true,"launchFile":"index_scorm.html","isVRProject":false},"contentStructure":[{"id":"Title_AutoShape_2","class":"TODO::Senthil","instance":"Title_AutoShape_2","title":"Resolusion Care Phone 2:  Onsite Upsells ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Slide5444","class":"Normal Slide","instance":"","thumbnail":"","children":[],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide5444"}}},{"id":"Image_12","class":"TODO::Senthil","instance":"Image_12","roles":{"click":{"subtype":"button"},"question":{"interactionId":"19308","quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_6","class":"TODO::Senthil","instance":"SubTitle_AutoShape_6","title":"Onsite Upsells: The Basics ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_12","class":"TODO::Senthil","instance":"Text_Caption_12","title":"All SKU’ed labor must be sold through Resolution Care (RC) Non-SKU’ed labor and parts may be sold directly by the servicer  ","roles":{"textData":{}}},{"id":"Slide23398","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_12","Text_Caption_12"],"roles":{"slide":{"durationInFrames":828},"navigation":{"navid":"Slide23398"}}},{"id":"Image_37","class":"TODO::Senthil","instance":"Image_37","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_14","class":"TODO::Senthil","instance":"SubTitle_AutoShape_14","title":"Which SKU? ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_26","class":"TODO::Senthil","instance":"Text_Caption_26","title":"Use only SKUs on that client’s page of the Master Client SKU List We must use SKUs where possible - this means: if the client has a SKU for the needed labor, we should sell the SKU  ","roles":{"textData":{}}},{"id":"Slide37230","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_37","Text_Caption_26"],"roles":{"slide":{"durationInFrames":840},"navigation":{"navid":"Slide37230"}}},{"id":"Image_20","class":"TODO::Senthil","instance":"Image_20","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"Process02_BTN_11","class":"TODO::Senthil","instance":"Process02_BTN_11","title":"Step 01 Which SKU? ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33691","class":"TODO::Senthil","title":"Step 01 Which SKU? ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33702","class":"TODO::Senthil","title":"Step 01 Which SKU? ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33719","class":"TODO::Senthil","title":"Step 01 Which SKU? ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_12","class":"TODO::Senthil","instance":"Process02_BTN_12","title":"Step 02 Who Pays ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33752","class":"TODO::Senthil","title":"Step 02 Who Pays ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33763","class":"TODO::Senthil","title":"Step 02 Who Pays ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33774","class":"TODO::Senthil","title":"Step 02 Who Pays ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_13","class":"TODO::Senthil","instance":"Process02_BTN_13","title":"Step 03 Process Payment ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33807","class":"TODO::Senthil","title":"Step 03 Process Payment ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33818","class":"TODO::Senthil","title":"Step 03 Process Payment ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33829","class":"TODO::Senthil","title":"Step 03 Process Payment ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_14","class":"TODO::Senthil","instance":"Process02_BTN_14","title":"Step 04 Add SKU to DOLI Job ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33862","class":"TODO::Senthil","title":"Step 04 Add SKU to DOLI Job ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33873","class":"TODO::Senthil","title":"Step 04 Add SKU to DOLI Job ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33884","class":"TODO::Senthil","title":"Step 04 Add SKU to DOLI Job ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Title_AutoShape_4","class":"TODO::Senthil","instance":"Title_AutoShape_4","title":"Processing an Upsell ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"ProcessContent_15","class":"TODO::Senthil","instance":"ProcessContent_15","title":"The Servicer should call from the customer’s home to report wrong or missing SKUs BEFORE performing any additional work  RC will work with the serivcer, customer, and/or client to correct the order     ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33969","class":"TODO::Senthil","title":"STEP 01  Ask the servicer to explain the additional work  Check the existing Scope of Work - Is the requested service included?  Go to the client’s page of the Master Client SKU List and look for a SKU that matches the necessary work  If there is no SKU to match the servicer’s needs, advise the servicer they may sell the needed work directly to the customer   ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33980","class":"TODO::Senthil","title":"STEP 02  Call the customer and advise the needed services require addtional charges  Quote the customer the SKU price  Ask if the customer is willing to pay for the additional services ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33991","class":"TODO::Senthil","title":"STEP 03  Create a Payline Invoice to process payment  Confirm successful payment in Payline before adding SKUs to the order  If the customer doesn’t complete payment, update the job status to “Waiting Customer Action - Pending Payment” ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34002","class":"TODO::Senthil","title":"STEP 04  After you have confirmed succesful payment:  Use Edit Order > Edit Multiple SKUs to add the SKU to the order as “Customer Pays”   ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Slide34018","class":"Normal Slide","instance":"Process Interaction 02","thumbnail":"","children":["Image_20","Process02_BTN_11","si33691","si33702","si33719","Process02_BTN_12","si33752","si33763","si33774","Process02_BTN_13","si33807","si33818","si33829","Process02_BTN_14","si33862","si33873","si33884","ProcessContent_15","si33969","si33980","si33991","si34002"],"roles":{"slide":{"durationInFrames":765},"navigation":{"navid":"Slide34018"}}},{"id":"Image_36","class":"TODO::Senthil","instance":"Image_36","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_13","class":"TODO::Senthil","instance":"SubTitle_AutoShape_13","title":"Customer Refuses to Pay ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_25","class":"TODO::Senthil","instance":"Text_Caption_25","title":"If a customer refuses to pay for the additional work, we will reach out to the client to request permission to add the service to the customer’s order If the client approves the additional services, we may add the SKUs to the order as “Client Pays”  ","roles":{"textData":{}}},{"id":"Slide37160","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_36","Text_Caption_25"],"roles":{"slide":{"durationInFrames":603},"navigation":{"navid":"Slide37160"}}},{"id":"Image_40","class":"TODO::Senthil","instance":"Image_40","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_15","class":"TODO::Senthil","instance":"SubTitle_AutoShape_15","title":"Client Pay Reason ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_27","class":"TODO::Senthil","instance":"Text_Caption_27","title":"When you choose “Client” as “Who Pays,” you will see a drop down with the following options.   Missing SKUs (SKUs sold at time of purchase, but not on order) Incorrect Service Sold at Store (Mis-sold Order) Customer Expectations on Service Customer Wants Additional Service and Will Not Pay  Choose the one that is most accurate  ","roles":{"textData":{}}},{"id":"Slide38084","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_40","Text_Caption_27"],"roles":{"slide":{"durationInFrames":1179},"navigation":{"navid":"Slide38084"}}},{"id":"Image_41","class":"TODO::Senthil","instance":"Image_41","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_16","class":"TODO::Senthil","instance":"SubTitle_AutoShape_16","title":"Client Will Not Pay ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_28","class":"TODO::Senthil","instance":"Text_Caption_28","title":"Advise the servicer not to perform the additional work  Ask if the existing services can be completed today  If services can be completed today, advise the servicer to complete the service and that you will notate the issue  If services cannot be completed today, update the order per the client-specfic Site Not Ready process ","roles":{"textData":{}}},{"id":"Slide38154","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_41","Text_Caption_28"],"roles":{"slide":{"durationInFrames":1380},"navigation":{"navid":"Slide38154"}}},{"id":"Text_Caption_29","class":"TODO::Senthil","instance":"Text_Caption_29","title":"   Misc.  Bosch Social Media Reviewer Campaign - No approval needed up to $200  Bosch Retail Reviewer Campaign - No approval needed up to $200  Mirror - the servicer uploads a photo; no approval needed ","roles":{"textData":{}}},{"id":"Title_AutoShape_14","class":"TODO::Senthil","instance":"Title_AutoShape_14","title":"Client Exception Chart ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_30","class":"TODO::Senthil","instance":"Text_Caption_30","title":"Do Not Ask Customer to Pay   Conn’s  Bosch  Lowe’s (No Sales to Lowe’s) ","roles":{"textData":{}}},{"id":"Text_Caption_31","class":"TODO::Senthil","instance":"Text_Caption_31","title":"Do Not Ask Client to Pay  Sam’s Club  Forward Air  Home Delivery America  SunSetter  Porch ","roles":{"textData":{}}},{"id":"SubTitle_AutoShape_17","class":"TODO::Senthil","instance":"SubTitle_AutoShape_17","title":"Quick Reference - Check WorkFlow for Specifics ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Slide38171","class":"Normal Slide","instance":"","thumbnail":"","children":["Text_Caption_29","Text_Caption_30","Text_Caption_31"],"roles":{"slide":{"durationInFrames":1914},"navigation":{"navid":"Slide38171"}}},{"id":"Image_42","class":"TODO::Senthil","instance":"Image_42","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_18","class":"TODO::Senthil","instance":"SubTitle_AutoShape_18","title":"Un-install SKU: Home Theater ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_32","class":"TODO::Senthil","instance":"Text_Caption_32","title":"Ask the servicer if we are changing or moving the existing mount  If the existing mount is being left in place, advise the servicer that the existing mount will save them some work and uninstall is part of the Scope of Work  If the mount is being moved or swapped, follow the client-specific upsell process to add the uninstall service to the order ","roles":{"textData":{}}},{"id":"Slide38315","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_42","Text_Caption_32"],"roles":{"slide":{"durationInFrames":1482},"navigation":{"navid":"Slide38315"}}},{"id":"Image_43","class":"TODO::Senthil","instance":"Image_43","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_19","class":"TODO::Senthil","instance":"SubTitle_AutoShape_19","title":"Un-install SKU: Home Theater ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_33","class":"TODO::Senthil","instance":"Text_Caption_33","title":"SKUs: Best Buy  5300 - 50in & Smaller TV Mount Uninstall 5301 - 51in & Larger TV Mount Uninstall Sam's Club 5275 - De-install Add-on All Other Clients Use five (5) 5091 - Custom Labor SKU's  Always check the Master Client SKU List to confirm the client-specific SKU. ","roles":{"textData":{}}},{"id":"Slide38385","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_43","Text_Caption_33"],"roles":{"slide":{"durationInFrames":321},"navigation":{"navid":"Slide38385"}}},{"id":"Image_45","class":"TODO::Senthil","instance":"Image_45","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_21","class":"TODO::Senthil","instance":"SubTitle_AutoShape_21","title":"Un-install SKU: Appliances ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_35","class":"TODO::Senthil","instance":"Text_Caption_35","title":"In most cases, un-install is part of the Scope of Work for Appliance services  If a servicer asks for an un-install SKU, ask the servicer what additional work needs to be performed  If no additional work is needed, advise the servicer the un-install is part of the Scope of Work and the SKU isn’t needed  If there is extra skilled labor needed to remove the appliance, advise the servicer they may sell the additional work directly to the customer If the customer will not pay, we can reach out othe client (if permitted) or work with servicer to enter an Additional Work trip charge ","roles":{"textData":{}}},{"id":"Slide38525","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_45","Text_Caption_35"],"roles":{"slide":{"durationInFrames":1335},"navigation":{"navid":"Slide38525"}}},{"id":"Image_47","class":"TODO::Senthil","instance":"Image_47","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_23","class":"TODO::Senthil","instance":"SubTitle_AutoShape_23","title":"Over-the-Fireplace TV Mountings ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_37","class":"TODO::Senthil","instance":"Text_Caption_37","title":"Mounting over a fireplace often requires extra labor and/or special tools  If a servicer requests the SKU while onsite, we will follow the client-specific upsell proces  When the SKU is requested prior to the appointment: Attempt to sell the SKU to the customer If customer is unwilling to pay or feels the service isn’t necessary, advise the servicer will re-assess when the servicer is onsite  Conn’s has a version of the TV mounting SKU that includes brick or concrete.  This SKU includes over-the-fireplace mounting ","roles":{"textData":{}}},{"id":"Slide38665","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_47","Text_Caption_37"],"roles":{"slide":{"durationInFrames":1542},"navigation":{"navid":"Slide38665"}}},{"id":"si38835","class":"TODO::Senthil","title":"Knowledge Check 1 ","roles":{"textData":{}}},{"id":"si38842","class":"TODO::Senthil","title":"True/False: Servicers may sell and take payement for parts and custom labor while onsite. ","roles":{"textData":{}}},{"id":"si38857","class":"TODO::Senthil","title":"A) ","roles":{"textData":{}}},{"id":"si38861","class":"TODO::Senthil","title":"True ","roles":{"textData":{}}},{"id":"si38857_a","class":"TODO::Senthil","roles":{"answer":{"title":"True","index":"Not implemented","score":{"weight":0}}}},{"id":"si38868","class":"TODO::Senthil","title":"B) ","roles":{"textData":{}}},{"id":"si38872","class":"TODO::Senthil","title":"False ","roles":{"textData":{}}},{"id":"si38868_a","class":"TODO::Senthil","roles":{"answer":{"title":"False","index":"Not implemented","score":{"weight":0}}}},{"id":"si38902","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide38805q0","for":"Slide38805q0"},"textData":{}}},{"id":"si38919","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide38805q0","for":"Slide38805q0"},"textData":{}}},{"id":"si38932","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide38805q0","for":"Slide38805q0"},"textData":{}}},{"id":"si38876","class":"TODO::Senthil","title":"You must answer the question before continuing. ","roles":{"click":{"subtype":"button","question":"Slide38805q0"},"textData":{}}},{"id":"si38889","class":"TODO::Senthil","title":"Try again ","roles":{"click":{"subtype":"button","question":"Slide38805q0"},"textData":{}}},{"id":"Slide38805","class":"Question Slide","instance":"","thumbnail":"","children":["si38835","si38842","si38861","si38872","si38902","si38919","si38932","si38876","si38889"],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide38805"},"question":{"interactionId":"38822","quizId":389,"title":"Knowledge Check 1\r","text":"True/False: Servicers may sell and take payement for parts and custom labor while onsite.\r","ikc":true,"type":"knowledgeCheck","interactionType":"true-false","ramdomized":false,"correctAnswers":["A"]}}},{"id":"si38974","class":"TODO::Senthil","title":"Knowledge Check 2 ","roles":{"textData":{}}},{"id":"si38981","class":"TODO::Senthil","title":"True/False: When locating SKUs to match the customer’s needs, you may use any SKUs for ANY CLIENT so long as they match the needed work ","roles":{"textData":{}}},{"id":"si38996","class":"TODO::Senthil","title":"A) ","roles":{"textData":{}}},{"id":"si39000","class":"TODO::Senthil","title":"True ","roles":{"textData":{}}},{"id":"si38996_a","class":"TODO::Senthil","roles":{"answer":{"title":"True","index":"Not implemented","score":{"weight":0}}}},{"id":"si39007","class":"TODO::Senthil","title":"B) ","roles":{"textData":{}}},{"id":"si39011","class":"TODO::Senthil","title":"False ","roles":{"textData":{}}},{"id":"si39007_a","class":"TODO::Senthil","roles":{"answer":{"title":"False","index":"Not implemented","score":{"weight":0}}}},{"id":"si39041","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide38944q1","for":"Slide38944q1"},"textData":{}}},{"id":"si39058","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide38944q1","for":"Slide38944q1"},"textData":{}}},{"id":"si39071","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide38944q1","for":"Slide38944q1"},"textData":{}}},{"id":"si39015","class":"TODO::Senthil","title":"You must answer the question before continuing. ","roles":{"click":{"subtype":"button","question":"Slide38944q1"},"textData":{}}},{"id":"si39028","class":"TODO::Senthil","title":"Try again ","roles":{"click":{"subtype":"button","question":"Slide38944q1"},"textData":{}}},{"id":"Slide38944","class":"Question Slide","instance":"","thumbnail":"","children":["si38974","si38981","si39000","si39011","si39041","si39058","si39071","si39015","si39028"],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide38944"},"question":{"interactionId":"38961","quizId":389,"title":"Knowledge Check 2\r","text":"True/False: When locating SKUs to match the customer’s needs, you may use any SKUs for ANY CLIENT so long as they match the needed work\r","ikc":true,"type":"knowledgeCheck","interactionType":"true-false","ramdomized":false,"correctAnswers":["B"]}}},{"id":"si38696","class":"TODO::Senthil","title":"Knowledge Check 3 ","roles":{"textData":{}}},{"id":"si38703","class":"TODO::Senthil","title":"Choose ALL that apply: Which of the folllowing actions should you take when choosing a SKU? ","roles":{"textData":{}}},{"id":"si38718","class":"TODO::Senthil","title":"a. ","roles":{"textData":{}}},{"id":"si38722","class":"TODO::Senthil","title":"Check the existing Scope of Work to see if the requested services are covered ","roles":{"textData":{}}},{"id":"si38722","class":"TODO::Senthil","roles":{"click":{"subtype":"button","question":"Slide38666q2"},"answer":{"title":"dummy title","index":-1,"score":{}}}},{"id":"si38718_a","class":"TODO::Senthil","roles":{"answer":{"title":"Check the existing Scope of Work to see if the requested services are covered\r","index":"Not implemented","score":{"weight":0}}}},{"id":"si38729","class":"TODO::Senthil","title":"b. ","roles":{"textData":{}}},{"id":"si38733","class":"TODO::Senthil","title":"Ask the servicer to descibe what additional work the customer needs ","roles":{"textData":{}}},{"id":"si38733","class":"TODO::Senthil","roles":{"click":{"subtype":"button","question":"Slide38666q2"},"answer":{"title":"dummy title","index":-1,"score":{}}}},{"id":"si38729_a","class":"TODO::Senthil","roles":{"answer":{"title":"Ask the servicer to descibe what additional work the customer needs\r","index":"Not implemented","score":{"weight":0}}}},{"id":"si39210","class":"TODO::Senthil","title":"c. ","roles":{"textData":{}}},{"id":"si39214","class":"TODO::Senthil","title":"Check the client page on the Master Client SKU list to see if the client has a SKU for the needed service ","roles":{"textData":{}}},{"id":"si39214","class":"TODO::Senthil","roles":{"click":{"subtype":"button","question":"Slide38666q2"},"answer":{"title":"dummy title","index":-1,"score":{}}}},{"id":"si39210_a","class":"TODO::Senthil","roles":{"answer":{"title":"Check the client page on the Master Client SKU list to see if the client has a SKU for the needed service\r","index":"Not implemented","score":{"weight":0}}}},{"id":"si39225","class":"TODO::Senthil","title":"d. ","roles":{"textData":{}}},{"id":"si39229","class":"TODO::Senthil","title":"You will not choose a SKU; you will ask the servicer for the needed SKUs ","roles":{"textData":{}}},{"id":"si39229","class":"TODO::Senthil","roles":{"click":{"subtype":"button","question":"Slide38666q2"},"answer":{"title":"dummy title","index":-1,"score":{}}}},{"id":"si39225_a","class":"TODO::Senthil","roles":{"answer":{"title":"You will not choose a SKU; you will ask the servicer for the needed SKUs\r","index":"Not implemented","score":{"weight":0}}}},{"id":"si38763","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide38666q2","for":"Slide38666q2"},"textData":{}}},{"id":"si38780","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide38666q2","for":"Slide38666q2"},"textData":{}}},{"id":"si38793","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide38666q2","for":"Slide38666q2"},"textData":{}}},{"id":"si38737","class":"TODO::Senthil","title":"You must answer the question before continuing. ","roles":{"click":{"subtype":"button","question":"Slide38666q2"},"textData":{}}},{"id":"si38750","class":"TODO::Senthil","title":"Try again ","roles":{"click":{"subtype":"button","question":"Slide38666q2"},"textData":{}}},{"id":"Slide38666","class":"Question Slide","instance":"","thumbnail":"","children":["si38696","si38703","si38722","si38733","si39214","si39229","si38763","si38780","si38793","si38737","si38750"],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide38666"},"question":{"interactionId":"38683","quizId":389,"title":"Knowledge Check 3\r","text":"Choose ALL that apply: Which of the folllowing actions should you take when choosing a SKU?\r","ikc":true,"type":"knowledgeCheck","interactionType":"choice","ramdomized":true,"correctAnswers":["a","b","c"]}}},{"id":"si39107","class":"TODO::Senthil","title":"Knowledge Check 4 ","roles":{"textData":{}}},{"id":"si39114","class":"TODO::Senthil","title":"Place the actions below in the correct order for processing an upsell: ","roles":{"textData":{}}},{"id":"si39130","class":"TODO::Senthil","title":"a. ","roles":{"textData":{}}},{"id":"si39134","class":"TODO::Senthil","roles":{}},{"id":"si39134c","class":"TODO::Senthil","roles":{"answer":{"title":"Gather details about the needed addtional work and locate the client-specific SKU","index":"Not implemented"}}},{"id":"si39140","class":"TODO::Senthil","title":"b. ","roles":{"textData":{}}},{"id":"si39144","class":"TODO::Senthil","roles":{}},{"id":"si39144c","class":"TODO::Senthil","roles":{"answer":{"title":"Call the customer to quote the price and attempt to sell the additional services","index":"Not implemented"}}},{"id":"si39248","class":"TODO::Senthil","title":"c. ","roles":{"textData":{}}},{"id":"si39252","class":"TODO::Senthil","roles":{}},{"id":"si39252c","class":"TODO::Senthil","roles":{"answer":{"title":"Process Payment as a Payline invoice","index":"Not implemented"}}},{"id":"si39259","class":"TODO::Senthil","title":"d. ","roles":{"textData":{}}},{"id":"si39263","class":"TODO::Senthil","roles":{}},{"id":"si39263c","class":"TODO::Senthil","roles":{"answer":{"title":"Confirm successful payment in Payline.  If payment is not successful, update the job to Waiting Customer Action - Pending Payment status","index":"Not implemented"}}},{"id":"si39270","class":"TODO::Senthil","title":"e. ","roles":{"textData":{}}},{"id":"si39274","class":"TODO::Senthil","roles":{}},{"id":"si39274c","class":"TODO::Senthil","roles":{"answer":{"title":"Use Edit Multiple SKUs  to add the SKU to the DOLI job.  Choose Customer as Who Pays.","index":"Not implemented"}}},{"id":"si39161","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide39083q3","for":"Slide39083q3"},"textData":{}}},{"id":"si39178","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide39083q3","for":"Slide39083q3"},"textData":{}}},{"id":"si39191","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide39083q3","for":"Slide39083q3"},"textData":{}}},{"id":"si39278","class":"TODO::Senthil","title":"Clear ","roles":{"click":{"subtype":"clear","question":"Slide39083q3","for":"Slide39083q3"},"textData":{}}},{"id":"si39295","class":"TODO::Senthil","title":"Clear ","roles":{"click":{"subtype":"clear","question":"Slide39083q3","for":"Slide39083q3"},"textData":{}}},{"id":"si39308","class":"TODO::Senthil","title":"Clear ","roles":{"click":{"subtype":"clear","question":"Slide39083q3","for":"Slide39083q3"},"textData":{}}},{"id":"si39148","class":"TODO::Senthil","title":"Try again ","roles":{"click":{"subtype":"button","question":"Slide39083q3"},"textData":{}}},{"id":"Slide39083","class":"Question Slide","instance":"","thumbnail":"","children":["si39107","si39114","si39134","si39144","si39252","si39263","si39274","si39161","si39178","si39191","si39278","si39295","si39308","si39148"],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide39083"},"question":{"interactionId":"39100","quizId":389,"title":"Knowledge Check 4\r","text":"Place the actions below in the correct order for processing an upsell:\r","type":"knowledgeCheck","ikc":true,"interactionType":"sequencing","ramdomized":false,"correctAnswers":["si39134c","si39144c","si39252c","si39263c","si39274c"]}}},{"id":"Pool433","class":"pool","roles":{"pool":{"id":433,"name":"Pool1","questions":[]}}},{"id":"OnsiteUpsells","class":"project","title":"OnsiteUpsells","children":["Slide5444","Slide23398","Slide37230","Slide34018","Slide37160","Slide38084","Slide38154","Slide38171","Slide38315","Slide38385","Slide38525","Slide38665","Slide38805","Slide38944","Slide38666","Slide39083"],"roles":{"quiz":{"id":389,"branched":false,"submitAll":false,"review":true,"questions":["Slide38805q0","Slide38944q1","Slide38666q2","Slide39083q3"],"minScore":0,"maxScore":0,"passScore":0}}}],"contentSettings":{"global":{"branchAware":false},"toc":{"enabled":false},"playbar":{"enabled":true,"cc":false,"playPause":true,"back":true,"forward":true,"rewind":true,"close":true,"mute":true,"progressBar":true}},"contentReporting":{"CCCriteria":"viewPercent_or_quiz","CCData":{"viewDataIsPercent":true,"viewData":95,"quizData":"quizpassed_or_limitreached"},"SCCriteria":"viewPercent_or_quiz","SCData":{"viewDataIsPercent":true,"viewData":95,"quizData":"quizpassed_or_limitreached"},"exitNormalIfCompleted":false},"toc":[{"id":"Slide5444","title":"Slide 1"},{"id":"Slide23398","title":"Slide 2"},{"id":"Slide37230","title":"Slide 3"},{"id":"Slide34018","title":"Process Interaction 02"},{"id":"Slide37160","title":"Slide 5"},{"id":"Slide38084","title":"Slide 6"},{"id":"Slide38154","title":"Slide 7"},{"id":"Slide38171","title":"Slide 8"},{"id":"Slide38315","title":"Slide 9"},{"id":"Slide38385","title":"Slide 10"},{"id":"Slide38525","title":"Slide 11"},{"id":"Slide38665","title":"Slide 12"},{"id":"Slide38805","title":"Slide 13"},{"id":"Slide38944","title":"Slide 14"},{"id":"Slide38666","title":"Slide 15"},{"id":"Slide39083","title":"Slide 16"}]}