UpSkilling_ProbingQuestions_Quiz

Scenario #1: "I received a bill earlier and I don't understand why there's an extra $20 charge?"​

•  A. Did you receive the bill via E-mail or it was mailed to you?

•  B. May I know how much is your bill right now?

•  C. Did you make any changes on your account recently? 

•  D. Did your account get suspended?

Scenario #2​ "Can I ask for another extension for paying my bill?"​​

• A. When will be the due date for your payment arrangement?

•  B. What do you mean by another extension? Can you tell me more about it. ​

• C. Have you tried processing payment arrangement by yourself before?​

• D. When was your last payment?​

Scenario #3​ "I want to upgrade my phone"

• A. How much is your current bill?​

• B. When would you like to process the upgrade?

• C. What is your current phone model and what phone would you like to have?​

• D. How much is your current phone?​

What are some tips in for providing effective probing questions?

• Lessen the customers efforts, deepen the relationship, staying longer, and making sure customer is happy.

• Use open-ended questions​, Active Listening​, Use Reflective Listening​ and Follow up​

• Clarify customer needs​, build trust and rapport​, identify potential issues​ and provide relevant information​

• Close-ended Questions and Open-ended Questions

Provide two best questions with this scenario;

"Why am I still receiving a bill from my phone that I already cancelled a month ago?"

• Did you call us to cancel your line? And did you received any confirmation about the cancellation?

• Can we double check the bill?

  When did you cancel the line?

• Have you done the request from the store or over the phone? What's the name of the representative that you spoke to that time?

• Is the phone paid off?

Provide the appropriate close-ended questions with this scenario;

"I just received my phone yesterday but it seems like the phone is not yet activated

• What have you done so far?

• Did you try turning it off and on again?

• Have you tried using a different phone?

• Did you charge the phone fully before using it?

Which among the choices are the most important factor in providing effective probing questions to our customer?

• Clarify customer needs​, Identify potential issues​, and Provide relevant information​

• To make customers happy, to stay longer with us, to lessen their efforts and to deepen their relationship

• Provide positive surveys, and help keep the customers from calling us back

What is the importance of providing effective probing questions for you as a representative?

• To better understand the customer's needs and concerns, leading to a more efficient resolution.

• To impress the customer with your knowledge and expertise.

• To make the conversation longer and more engaging.

• To demonstrate your authority and control over the conversation.

Reorder the funnel effect from the top to bottom

• Closed question

  Open question

  Probing question

• Probing question

  Closed question

  Open question

• Open question

  Probing question

  Closed question

• None of the choices

What is probing question?

• A question that seeks to uncover more information or explore deeper understanding

• A question that requires a simple yes or no answer

• A question that is unrelated to the topic being discussed

• A question that is meant to confuse or mislead the respondent