Nesting Week 1 Quiz

Nesting Week 1 Quiz

Professional Development

14 Qs

quiz-placeholder

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Nesting Week 1 Quiz

Nesting Week 1 Quiz

Assessment

Quiz

Professional Development

Professional Development

Practice Problem

Medium

Created by

Archita Gupta

Used 85+ times

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14 questions

Show all answers

1.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

What are 2 ways you can build a friendship over the phone?

Maintain a positive attitude.

Tell the customer you have a break coming up and you need to transfer them

Show Empathy with our customer.

Have a bored tone.

Don't engage in small talk

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Why is it important to rephrase the customers issue?

Show the customer that you were listening

We want to repeat everything they say!

To annoy the customer

All of the above

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is a good opening question?

How can I help you today?

What's the problem?

What do you want?

All of the above

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Why is it important to recap?

Because somebody said to do it

To ensure you have resolved all issues and bring comfort to the customer

So the customer remembers why they were mad

So we get good scores on our graded calls

5.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

What are 2 examples of purposeful, directional small talk?

I'm just checking your panel to make sure it's communicating okay.

I am currently running some tests on my end, it might take a few minutes but I'm still here.

Are you there?

How's the weather?

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

We always know everything that is going on in somebody's life

True

False

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Some customers are more important than others

False

True

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