FUW - Softskills Training

What is the purpose of the standard introduction script in the preparation for the merchant call?

• To provide information about Makenzie Capital

• To guide the merchant through the final underwriting process

• To confirm merchant's preferred language only

• To discuss additional information needed for the process

Which of the following is NOT a piece of information to be confirmed during the discovery questions phase?

• Full legal name of the business

• Bank account information (Last 4 Digits of Account)

• Merchant's preferred language

• Physical business address

What action should the merchant take after confirming references during the acknowledgement questions phase?

• Wait for Makenzie Capital to contact the references

• Contact the references to inform them of potential calls

• Ignore the references and proceed with the call

• Choose the preferred method of receiving funds

What is the appropriate response to a merchant's concern about not wanting their landlord to know about the funding request?

• Advise the merchant to cancel the process

• Reveal the funding amount to the landlord

• Assure the merchant of privacy and suggest sharing lease evidence

• Disregard the concern and proceed with the call

Why is having control of the call considered pivotal for One Park and McKenzie according to the provided information?

• To showcase condescension

• To instill fear in the merchant

• To establish trust and professionalism

• To extend the duration of the call

What is the purpose of clarifying the call promptly at the beginning of the conversation, according to the information?

• To confuse the merchant

• To set a productive tone and resolve issues quickly

• To extend the call duration

• To avoid specific questions

What is the purpose of using open-ended questions in the conversation?

• To obtain specific information

• To encourage detailed responses

• To interrupt irrelevant discussions

• To put the customer on hold

In the context of maintaining control, what is the purpose of empowering agents to interrupt irrelevant discussions politely?

• To showcase condescension

• To extend the conversation duration

• To prevent the merchant from sharing information

• To steer the conversation back to relevant issues