CCS 10 Q3 REVIEW QUIZ

These are intended to help the presenter think more deeply about the issue at hand.

• Summarizing

• Probing

• Paraphrasing

• Active listening

THESE QUESTIONS ARE USED TO LEARN MORE ABOUT THE WANTS AND NEEDS OF THE CONSUMER.

• OPEN-ENDED QUESTIONS

• YES-NO QUESTIONS

• CLOSED QUESTIONS

• RHETORIC QUESTIONS

Probing is important because of these following reasons, except one.

• Asking probing questions ensures confusion on both the agent and the customers.

• Asking probing questions also promotes rapport- and trust-building with customers.

• After acquiring this information, the client will be more satisfied with the results, due to the representative’s ability to customize their solutions to match the customer’s unique requirements.

• These enable the representative to thoroughly comprehend the client’s requirements, issues, and objectives.

The following are examples of probing questions, except.

• •“Could you explain the error message you got?”

• •“How have you attempted to fix the issue thus far?”

• •“How long has this problem existed?”

• "May I have your contact number please."

These are few steps in formulating probing questions, except one.

• Ask a barrage of questions readily.

• Require the person to solve his /her own problem.

• Elicit a slow response.

• Make it general and widely useful.

How will you get the details completely and accurately?

• Be alert and on point.

• Guess the other details if delivered unclearly.

• Do something else while on call.

• Do not repeat for confirmation the details provided.

The following are essential properties of paraphrasing, except.

• One is it should have a similar meaning or the same thought as the original question.

• It must elicit the same answer as the original question.

• Question must show alternate wordings and order of some words.

• It must show the agent's wide range of vocabulary.

This your own version of what the customer told you. It is an effective way of checking if you and the customer are on the same page. It assures the customer that you listened to their concerns and have understood them.

• Summarizing

• Probing

• Paraphrasing

• Active listening

Another way to improve your probing questioning skills is to consider the TED Approach. What does TED means?

• Test, Evaluate, Data

• Tell, Explain, Describe

• Talk, Entertain, Display

• Trust, Empathize, Dependent

To improve probing questioning skills, one may use the "Know, Feel, Do" Approach. Which defines the "Do"?

• Gaining the information to move the conversation along

• Gaining the insights to meet the customer’s emotional needs

• Involving the action that you take once you have used probing questions

• All of these