Soft Skill Assessment

1. Select the characteristics of a typical “Driver” caller.

• Expects efficiency

• Not interested in building relationships

• Can be seen as aggressive, uncaring and pushy

• All of the above

Select the characteristics that is not that of a typical “Analytical” caller?

• Makes factual based decisions

• Non-confrontational

• Likes attention to detail

• Can be serious and indecisive

Select the phrase you will use instead of using “I don’t know” to make use of positive scripting

• “Im new here”

• Let me find out for you

• I have no idea

• I was not trained on this

Susan needs to give negative feedback to a broker who requested that we cover something that is not covered on the member’s plan. What techniques are best to use when you have to say ”’NO”?

• Lay emphasis on what can be done so be ready with alternative solutions

• Kindly apologise when you cannot offer an instant solution

• Speak steadily and with warmth and empathise with the broker

• All of the above

1. Select the behaviour type for the situation "Gives into the situation"

• Passive

• Assertive

• Aggressive

Select the behavior type for the situation. "Compromises to get the best outcome to the situation"

• passive

• Assertive

• Agressive

Select the behaviour type for the situation - "Takes what they want from the situation"

• Passive

• Aggressive

• Assertive

Peter can end his call with “Is there anything else I can do for you before ending the call” to end it on a high.

Select whether the statement is true or false.

• True

• False

Being assertive can help us to feel better about ourselves - improving self-esteem and personal confidence

• True

• False

What is a shared goal at Discovery that is also important for your role?

• To be polite and efficient

• To be assertive

• To advise every member of our Core Value