Soft Skills

Which action plan refers to the agent focusing on fully understanding the customer's concern before doing anything else?

• Gotcha in 30 seconds

• Gotcha in 60 seconds

• Gotcha in 90 seconds

• Gotcha in 120 seconds

When you are having a hard time understanding what your customer really needs, you should _____?

According to the UARC principle, what should you do after understanding your customer's concern?

In the UARC principle, what do you need to do after you find the resolution to your customer's concern?

What does the 3rd W stand for in the W3 method?

How many times do you need to call the customer's attention before you deliver the Ghost Spiel and how long should the call have been already before you can release?

• 3 Attempts ; 30 Seconds

• 2 Attempts ; 30 Seconds

• 3 Attempts ; 60 Seconds

• 2 Attempts ; 60 Seconds

What is the acronym for the spiel you need to provide should you hear someone else talking to your customer while you are on the line?

What is the primary implication of an agent stating the customer's name?

Which action plan refers to answering the customer's question first before going into further explanations?

• Direct Delivery

• Gather Then Deliver

• Yes or No

• Answer First

Which action plan refers to organizing your thoughts before delivering your resolution?

• Direct Delivery

• Gather Then Deliver

• Yes or No

• Answer First