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WorksheetsCommercial Opportunity
Total questions: 10
Worksheet time: 5mins
You should always avoid closed questions when talking to consumers.
True
False
Which of the following is an OPEN question?
Do you enjoy running?
Do you run at night or during the day?
How old are your shoes?
which adidas shoes do you prefer & why?
Agents addressed commercial opportunities in 20% of the 100 calls we analyzed.
True
False
Question Behind the Question
Clarifies the reason for the call
Helps understand the needs of the consumer
Can lead to commercial opportunities
All of the above
Closed questions
Can be answered with a Yes or No
Are best for understanding consumer needs
Require more than a one word response
All of the above
Getting the facts, making a connection, and asking open ended questions, helps an agent understand the needs, wants, and feelings of the consumer.
True
False
Structuring your questions with depth and width questions means
You repeat the same question until the consumer gets it
You have a greater chance of getting a closed answer from the consumer
You gain a greater understanding of why a consumer likes an item
Nothing because you don't want to ask too many questions.
Commercial opportunities help turn a Contact center into a Profit center
True
False
Busenitz line of Original shoes are good for which sport?
Soccer
Skateboarding
Tennis
Lacrosse
What would be a good accessory recommendation for a customer who wants to purchase the Harden Vol. 3?
Speed Mesh High Quarter socks
MVP Relaxed Hat
Pro Basketball
Creator 365 Backpack
All of the above
