H.E.A.T Model

H.E.A.T Model

11th Grade

7 Qs

quiz-placeholder

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H.E.A.T Model

H.E.A.T Model

Assessment

Quiz

Life Skills

11th Grade

Practice Problem

Easy

Created by

Jillian TOPPENBERG

Used 2+ times

FREE Resource

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7 questions

Show all answers

1.

OPEN ENDED QUESTION

3 mins • 1 pt

What does each letter in HEAT stand for when we are talking about the HEAT Model for dealing with angry customers?

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2.

OPEN ENDED QUESTION

3 mins • 1 pt

List 4 key points to remember when 'Hearing them out'

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3.

LABELLING QUESTION

1 min • 1 pt

What actions are the people performing?

a
b
c
d
e
f
g
h
Sitting with an open stance
Eye Contact
Nodding
Facing the client
Talking
Explaining
Gesturing
Listening

4.

DRAG AND DROP QUESTION

1 min • 1 pt

By showing your client you ​ (a)   , you can begin to ​ (b)   the situation.

understand
defuse

5.

OPEN ENDED QUESTION

3 mins • 1 pt

List 5 Empathy Statements you think will be useful to remember:

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6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Why is it important to apologise to the client?

To increase the company's profits.
To avoid any further communication with the client.
It is important to apologise to the client to acknowledge mistakes, rebuild trust, and demonstrate professionalism.
To shift the blame onto the client.

7.

DROPDOWN QUESTION

1 min • 1 pt

Once you have H - E - A - it is time to T - ​ (a)   The customer will be ready to hear your ​ (b)   Tell the client what you will do to ​ (c)  

take ownership.
give up
ignore it
pass it on
solution.
fix the problem