
Nesting Week 2
Quiz
•
Professional Development
•
Professional Development
•
Medium
Archita Gupta
Used 71+ times
FREE Resource
11 questions
Show all answers
1.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
What does Peace of Mind entail?
Consistent Empathy
Account Lookup
Greeting
Listening
Tone
2.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
What is the longest you can leave a customer on hold?
1 minute
30 seconds
2 minutes
However long you need
3.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Why is it important to control the call? (select all that apply)
Provides a better experience for you and the customer!
You will work with your customers as a team!
Keep your power over the customer!
To help your customer gain confidence in you!
4.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Ownership is important on calls
True
False
5.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
How can we show our customers consistent empathy?
Saying "At least..." when they express concern
Telling them not to be upset
Using AAA statements
Put them on hold if they are upset
Empathizing with them and putting ourselves in their shoes
6.
MULTIPLE SELECT QUESTION
45 sec • 5 pts
What should we NOT do when putting the customer on hold?
Check in with them every 2 minutes
Put them on hold without saying anything
Ask permission to do so
Thank them for holding upon our return
Say, "hold on" and then place them on hold
7.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
What is a verbal cue that a customer may be escalated?
Customer repeats words or phrasing
Speaks louder
Emphasis on certain words
Laughing, relaxed tone
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