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WorksheetsBuilding rapport
Total questions: 11
Worksheet time: 9mins
When a client calls and tells me he's having a bad day, what is the best option to show empathy? (Multiple options possible)
Oh, so returning to your order...
Mmm I'm sorry to hear that, hope you have a better day from now on
Well, I'm sorry to hear that, let me do my best to assist you today!
Ok, so I see here that your order is gonna be processed...
How can we define empathy?
Empathy and building rapport count as the same item on the QA score sheet.
True
False
How many points does it take away from my QA score if I don't build rapport on a call?
8
2
10
5
How many points does it take away from my QA score if I don't show empathy on a call?
6
5
8
2
When is the easiest time to build rapport during a phone call?
While we open the account on salesforce
At the beginning and at the end of the call
Whenever we'd like and find it appropriate
All of the above
When should we offer assistance to the caller according to the optimal call flow?
At the beginning of the call
Anytime during the call
It doesn't matter as soon as the client tells me the reason of the call
Anytime after the client tells me the reason for the call
If during the call I find out that the client has a Medifast account, how should I close the call?
"Thank you for calling Medifast, If you wouldn't mind..."
"Thank for calling Optavia, If you wouldn't mind..."
Any closing works as branding because we're the same company
None of the above
What's the exact script for the CSAT survey?
"if you wouldn’t mind, please stay on the line for a one quick question survey"
"if you wouldn’t mind, please stay on the line for a one question survey"
"if you wouldn’t mind, please stay on the line for a brief survey"
"if you wouldn’t mind, please stay on the line for a survey"
When should we offer the CSAT survey to clients?
Just when they are nice and in a good mood
Always, doesn't matter if they are mad
Just when they state they want to answer it
None of the above
Why should we provide accurate and complete information to clients and coaches?
