Conversation Control Quiz

What strategy did the speaker use to manage a phone call with a client?

• Using humor to lighten the mood

• Asking open-ended questions

• Asking three closed-ended questions back-to-back

• Changing the topic of conversation

What is the primary purpose of asking closed-ended questions in a conversation?

• To entertain the customer

• To shift the conversation to the left side of the brain

• To confuse the customer

• To make the conversation longer

Which side of the brain is associated with creative and storytelling aspects?

• Left side

• Back side

• Right side

• Front side

In the car rental industry example, what type of questions were used to regain control?

• Closed-ended questions

• Hypothetical questions

• Rhetorical questions

• Open-ended questions

Why is it important for closed-ended questions to be relevant to the customer's needs?

• To ensure the customer feels valued

• To make the conversation more entertaining

• To prolong the conversation

• To confuse the customer