Building Rapport

Which of the following would be an excellent way to break the ice on calls?

• Open the call with a friendly greeting and introduce yourself.

• Making it all about yourself and not showing interest in the other person.

• Dominating the conversation and not allowing the other customer to speak.

• Being overly aggressive or pushy

What is the difference between passive and active listening?

• Passive listening is empathizing, active listening is making assumptions.

• Passive listening is watching TV; active listening is listening to music.

• Passive listening is non-responsive; active listening involves showing interest and understanding.

• Passive listening is asking questions; active listening is providing verbal cues.

What are three (3) steps we can take to improve active listening?

Why is mirroring important in connecting with customers?

• It creates distance with the callers

• It helps in building rapport and relationships

• It annoys the callers

• It confuses the callers

Oliver is on a call with the customer, and he is trying too hard to mirror the caller. What risk could he face?

• Building better rapport with the customer.

• Creating a barrier with the customer.

• Being Himself

• Sound like he's mimicking or mocking them.

How can you show respect to the caller during a call?

• By multitasking

• By interrupting them

• By acknowledging their feelings and showing empathy.

• By rushing the call