Customer Service Training

This refers to the type of listening one must use when working in customer service

• Active

• Passive

• Profit-driven

• Emotional

Arrange the steps to handling an objection in their proper order: 1. ​​ (a)   ​ 2. ​ (b)   ​ 3. ​ ​ (c)   ​ 4. (d)   5. ​ (e)  

• Acknowledge the Objection

  Ask Questions to Probe

  Offer Solution

  Strengthen solution

  Gain agreement

• Ask questions to probe

  Acknowledge the Objection

  Gain Agreement

  Strengthen the solution

  Offer Solution

• Offer Solution

  Acknowledge the Objection

  Ask Questions

  Strengthen the Solution

  Gain Agreement

• None of the above

Which of the following demonstrates good objection handling?

• My supervisor is not available so if you don't want to talk to me then just call us back

• I understand you don't want to visit the store but that is the only option for you.

• I understand you cannot visit the store because you cannot drive at the moment. I can schedule you a tech visit to save you the trip. Sounds good?

• I think you need to visit the store. I'm not sure though if they can fix your issue.

This technique involves the use of verbal cues to guide the customer; and regular checking back with the customer if they can follow-

• Signposting

• Previewing

• Prompting

• SIgnaling

The following are strategies in dealing with a confused customer-

• Speak in a louder voice and ask them to hand over the phone to someone more technical

• Be patient, attentive and encouraging. Provide instructions in a step by step manner.

• Ask them to slow down their speech and calm down.

• Impress them with technical terms and jargon

Kyle is on a call. Which of the following may demonstrate that he was NOT able to profile the customer properly.

• The customer thanks him for his clear instructions.

• They had a small talk about the weather.

• At the start of the call, after giving his greeting, the customer states he wants to talk to supervisor.

• The customer asks Kyle to slow down and repeat what was said multiple times in the call.

The ​ Platinum rule is all about treating your customers ______________

• Depending on how they treat you

• How they want to be treated

• how you like to be treated
• according to company policies

This refers to putting words together, to highlight benefits, and reduce customers frustration.

• Positive Positioning

• Politics

• Persuading

• Highlighting

This means restating in your own words what the customer has said that allows them to feel you are actually listening.

• Paraphrasing

• Parroting

• Mirroring

• Repeating

The relationship between customer satisfaction and customer effort is-

• Inversely proportional. One goes up the other goes down

• Proportional. One goes up, the other does too

• Undetermined.

• Unrelated