
Soft Skills
Authored by jose garacia
Social Studies, Fun
Professional Development
Used 5+ times

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8 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
1. Soft Skills relate to the way I…
Engage with the customer
Create Rapport
Demonstrate Empathy
All of the above
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
2. Which are the three steps of active listening
a. Comprehend, Retain, Resolve
b. Communicate, Resolve, Respond
c. Comprehend, Retain, Respond
d. Listen, Analyze, Talk
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
3. Which of the following won’t help me with my active listening
a. Avoid Distractions
b. Interrupt the customer
c. Take notes
d. Ask Probing Questions
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
4. To properly paraphrase I should repeat the exact information the customer just said
yes
no
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
5. How should I refer to the customer if I don’t get the last name
a. By the First Name
b. As Sir or ma’am
c. As Mr. Customer
d. Ask for the customer to pronounce it
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
6. Hi Welcome to S5A, this is Bob, which is your order number? Is the proper greeting for a Level 3 call?
True
False
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
7. To properly show empathy is necessary to provide an apology in every single scenario?
Yes
No
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