Dealing with Talkative Customers Quiz

What are the two main reasons why a customer might be talkative?

• They are shy and need encouragement to speak

• They are trying to annoy the advisor and they are easily distracted

• They feel like they aren't being listened to and they are just a very talkative person

• They are bored and have nothing else to do

What is the seventh stage of listening?

• Listening for background noise in the customer's environment

• Listening for the intersection where someone else's experience meets the listener's experience

• Listening for the customer's emotional needs

• Listening for the tone of the customer's voice

What technique can be used to show the customer that the advisor has been listening?

• Asking quick questions

• Using signposting

• Pairing active listening with acknowledgement

• Asking leading questions

What is the emotional driver technique used for?

• To speed up the call-handling process

• To understand the thoughts and feelings a caller has as they make their call

• To persuade the customer to choose a certain option

• To give the customer some warning about what they are going to need to complete the call

What are the characteristics of a talkative customer?

• Talk a lot, very chatty, easily distracted

• Talk a lot, self confident, like silence in a call

• Talk a lot, easily distracted, good listeners

• Talk a lot, shy, not good listeners

What type of questions are ideal to use when advisors are looking to move the conversations forward at pace?

• Quick questions

• Open-ended questions

• Leading questions

• Closed questions

What is the purpose of asking leading questions?

• To give the customer some warning about what they are going to need to complete the call

• To understand the thoughts and feelings a caller has as they make their call

• To persuade the customer to choose a certain option

• To speed up the call-handling process

What technique allows the advisor to give the customer some warning about what they are going to need to complete the call?

• Asking quick questions

• Pairing active listening with acknowledgement

• Asking leading questions

• Signposting

What is the purpose of acknowledging the customer's emotions?

• To show the customer that you do understand how they feel

• To persuade the customer to choose a certain option

• To understand the thoughts and feelings a caller has as they make their call

• To speed up the call-handling process

What is the purpose of asking quick questions?

• To persuade the customer to choose a certain option

• To set the tone for the rest of the conversation

• To understand the thoughts and feelings a caller has as they make their call

• To speed up the call-handling process