Which type of customer is optimistic while talking?

• The Analist

• The Amiable

• The Expressive

• The Driver

Why is small talk important?

• You can become friends with the customer.

• Helps you to get personal with the customer.

• It helps you identify customer's hidden preferences.

• So that the customer doesn't feel bored while waiting.

The "Driver" type will ask for immediate solutions as they are expecting quick solving and top-notch assistance.

• True

• False

The "Expressive" type ....

• will always ask for additional information.

• usually acts disrespectful towards others.

• are fast-decision makers.

• will manipulate and tell you what to do.

The "Analyst" customer prefers to have a friendly chit-chat rather than a serious and deep conversation based on facts.

• True

• False

Which communication features associates with an "Amiable" customer?

• Ask many questions.

• Speak using data from relevant cases.

• Don't engage in small talk

• Informal language is not permitted.

Which topics are preferable to be discussed with your customers?

• Politics.

• Your personal travel experiences.

• Gossip about other colleagues.

• Religious subjects.

Identify the right option

The customer's needs can be categorized into 3 main types:

• functional, needed and emotional

• functional, social and emotional

• social, functional and earned.

Identify if the statement is True or False.

It is okay to express your frustration over the phone.

• True

• False

The agents get penalties for releasing the forbidden information based on .....

• CRM

• RCB

• TP

• QA