Tone of Voice Quiz

What is tone of voice?

• The way we speak in a given social context

• The variations in pitch, syntax, vocabulary, and grammar

• The way we write to our customers

• The cultural differences in any given market

Tags

CCSS.L.3.3A

CCSS.L.4.3A

CCSS.L.5.3A

CCSS.L.6.3A

CCSS.L.6.3B

In which type of customer support does social context and linguistic nuance often get lost?

• Digital customer support

• In-person customer support

• Email customer support

• Phone customer support

Tags

CCSS.RI.9-10.4

CCSS.RI.9-10.4

CCSS.RI.11-12.4

CCSS.RI.7.4

CCSS.RI.8.4

What are some key factors to consider in customer support?

• The customer's location, hobbies, and interests

• The time of day, the weather, the customer's mood

• The person you're talking to, the channel you're using, the topic of conversation

• The customer's age, gender, and occupation

What are softening words also known as?

• Commands

• Hedges

• Affirmative adverbs

• Adjectives

Tags

CCSS.L.11-12.6

CCSS.L.8.6

CCSS.L.9-10.6

CCSS.W.11-12.2D

CCSS.W.9-10.2D

When should you use softening words in customer support?

• When apologizing for a mistake or inconvenience

• When giving instructions or gently pushing back on a customer's issue

• When offering a discount or promotion

• When expressing gratitude or appreciation

Tags

CCSS.L.3.3A

CCSS.L.4.3A

CCSS.L.5.3A

CCSS.L.6.3A

CCSS.L.6.3B

What is the purpose of using positive adjectives and adverbs in customer support?

• To diffuse the negativity associated with some customer support interactions

• To make the conversation more interesting and engaging

• To show authority and assertiveness

• To confuse the customer and avoid providing direct answers

Tags

CCSS.RI.11-12.4

CCSS.RL.9-10.4

CCSS.L.11-12.5B

CCSS.L.9-10.5B

CCSS.RL.11-12.4

Which type of language should be avoided in customer support?

• Intensely negative words

• Imperative form

• Positive words

• Neutral words

Tags

CCSS.RL.9-10.4

CCSS.SL.11-12.6

CCSS.W.11-12.1D

CCSS.W.11-12.2E

CCSS.SL.9-10.6

Why should the imperative form be avoided in customer support?

• It is usually too direct for customer support

• It is only suitable for giving instructions

• It is difficult to understand for non-native speakers

• It can be misinterpreted as sarcasm or rudeness

Tags

CCSS.L.1.6

CCSS.L.3.6

What is the effect of using intensely negative words in customer support?

• It heightens the gloom and negativity in any situation

• It makes the customer feel understood and validated

• It creates a sense of urgency and importance

• It helps to resolve the issue more quickly

Tags

CCSS.L.3.3A

CCSS.L.4.3A

CCSS.L.5.3A

CCSS.L.6.3A

CCSS.L.6.3B

What should be considered when writing to customers in different markets?

• Cultural differences

• The length of the message

• The use of emojis and GIFs

• The font and formatting