Approximately _____ of people don’t complain.

• 90%

• 50%

• 30%

• 70%

Which type of accounts require maximum attention?

• Accounts at Risk of Renewal

• High-Value Accounts/New Business Opportunities

• Accounts with Steady Renewals

Which type of accounts require least attention?

• Accounts at Risk of Renewal

• High-Value Accounts/New Business Opportunities

• Accounts with Steady Renewals

Which of the following statements best describes the core of customer service?

• Following company policies strictly, even if it inconveniences the customer.

• Treating customers with respect and courtesy, regardless of their request.

• Upholding the company's brand image at all costs.

A customer calls in frustrated about a billing issue. They are speaking quickly and interrupting you. How should you initially respond?

• Match their energy level and speak quickly to resolve the issue faster.

• Interrupt them to gather the necessary information and explain the solution.

• Acknowledge their frustration, calmly ask clarifying questions, and show empathy.

• Offer them a discount to appease them and move on to the next call.

You are meeting with a new client who seems very detail-oriented and asks a lot of specific questions about your service. They maintain a serious demeanor throughout the conversation. How can you best tailor your approach to effectively address their needs?

• Build rapport with casual conversation and focus on the personal benefits of your service.

• Present a clear and concise overview, highlighting efficiency and cost-saving aspects.

• Provide in-depth data and statistics to support your claims, and be prepared to answer detailed questions.

• Focus on creating a positive emotional connection and emphasize the value proposition.

A customer calls in excited about a new product and wants to know all about its features. They speak quickly and express enthusiasm throughout the conversation. What's the best approach?

• Focus on technical specifications and provide in-depth data.

• Calmly explain the product details, even if they seem impatient.

• Match their energy level, answer quickly, and focus on closing the sale soonest possible.

• Share your own excitement and build rapport with friendly conversation.

How can you present an entirely new product or service that addresses a different need?
This is _______

• New Selling

• Upselling

• Cross-selling

BUSINESS lose customers mainly for poor attitude of supplier (team).

• Right

• Wrong

Anything from YESTERDAY really spark your interest?