Soft Skills

1. Soft Skills relate to the way I…

• Engage with the customer

• Create Rapport

• Demonstrate Empathy

• All of the above

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. 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. To properly paraphrase I should repeat the exact information the customer just said

• yes

• no

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. Hi Welcome to S5A, this is Bob, which is your order number? Is the proper greeting for a Level 3 call?

• True

• False

7. To properly show empathy is necessary to provide an apology in every single scenario?

• Yes

• No

1. How Should the customer be treated

• a. As I would like to be treated

• b. As a long time friend

• c. As quick as possible

• d. As a family member