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WorksheetsSET_Communications
Total questions: 20
Worksheet time: 10mins
What is a fantastic tool for CSRs to help stay focused, listen actively and organize customer needs or issues?
Powerpoint
Take notes
Athena
Memorize what's said
What are the 4 elements of good listening?
Check all that apply
Being attentive
Hearing
Understanding
Remembering
Speaking
Excellent CSRs sometimes listen to what is unsaid.
True
False
What can you uncover by listening to what is unsaid?
Which is an example of establishing what was unsaid?
"Sorry you feel that way..."
"So you feel that..."
"What can I do?"
"You said that..."
Listening is more than just _____________, it's also about understanding the meaning of what's being said.
hearing
taking in the information
paying attention
listening
What is the 1st skill in active listening?
Being attentive
Smiling
Concentrating
Summarizing
Which is not a characteristic of being attentive?
Keeping an open mind
Multi-tasking
Giving them time to think and talk
Focusing on them, not you
Which two are examples of phrases that demonstrate you're listening?
"I see..."
"But, wait..."
"Go on..."
"Let me tell you..."
What do close ended questions often start with?
Check all that apply
Is...?
Do...?
Why...?
Can...?
Closed-ended questions result in _____________.
Drawing out more information
Details not yet covered
Getting the customer talking
"Yes" or "No" answers
Which are characteristic of open-ended/probing questions?
Check all that apply
Results in a yes or no answer
Draws out more information and details
Offers simple responses
Gets the customer talking
Name one word that open-ended questions usually start with.
(a)
Which are examples of clarification questions or statements?
Check all that apply
If I understand correctly...
Is that correct?
Tell me again, why...
So what I heard you say is...
When paraphrasing, you should "parrot back" what the customer is saying, word for word.
True
False
What does paraphrasing involve?
Check all that apply
Acting as a verbal sounding board
Offering the customer a chance to correct or confirm your understanding
Parroting back what the customer said, word for word
Demonstrating you remember what they said
Restating essential points, in your own words
What do direct communicators want?
to avoid getting to the point
action and results
you to beat around the bush
to dance around the issue
What do collaborative communicators want?
agreement and to gain cooperation from others
statistical, analytical conversation
action and results
freedom from confrontation
What are analytical communicators focused on?
Gaining cooperation
Facts, plans and specifics
Seeking action and results
Which three are part of summarizing the call?
Specifying the reason for the call
Confirming their emotions and feelings
Highlighting what transpired during the call
Asking questions to gain customer acceptance
