Call Control Techniques Quiz

What is the primary goal of asking three closed-ended questions back-to-back?

• To make the customer emotional

• To extend the conversation duration

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

• To confuse the customer

Which side of the brain is associated with emotions and storytelling?

• Left side

• Back side

• Right side

• Front side

What type of question can be answered with a single word?

• Open-ended question

• Rhetorical question

• Hypothetical question

• Closed-ended question

Why should you avoid open-ended questions with a talkative customer?

• They are not polite

• They are too short

• They encourage more storytelling

• They are too easy to answer

What was the first question used in the car rental call center to regain control?

• Can you give me your rental agreement number?

• What is your destination?

• Do you like our service?

• Can you tell me your favorite car?

How did the car rental call center ensure the effectiveness of the closed-ended questions?

• By asking random questions

• By pre-determining relevant questions

• By avoiding any questions

• By using open-ended questions

What was the second question used to help shift the customer's focus?

• Can you tell me a story?

• Do you like traveling?

• What is your favorite color?

• Can you read to me the location code?

What is the main benefit of using the three closed-ended questions technique?

• It makes the customer emotional

• It increases call duration

• It confuses the customer

• It helps regain control of the conversation

How did the technique affect the call center's talk time?

• It made talk time unpredictable

• It increased talk time

• It had no effect

• It reduced talk time

What was the overall impact of the technique on the call center staff?

• It made them less efficient

• It made them more stressed

• It confused them

• It helped them stay in control