WorksheetsSoft Skills
Total questions: 8
Worksheet time: 4mins
1. Soft Skills relate to the way I…
Engage with the customer
Create Rapport
Demonstrate Empathy
All of the above
2. Which are the three steps of active listening
a. Comprehend, Retain, Resolve
b. Communicate, Resolve, Respond
c. Comprehend, Retain, Respond
d. Listen, Analyze, Talk
3. Which of the following won’t help me with my active listening
a. Avoid Distractions
b. Interrupt the customer
c. Take notes
d. Ask Probing Questions
4. To properly paraphrase I should repeat the exact information the customer just said
yes
no
5. How should I refer to the customer if I don’t get the last name
a. By the First Name
b. As Sir or ma’am
c. As Mr. Customer
d. Ask for the customer to pronounce it
6. Hi Welcome to S5A, this is Bob, which is your order number? Is the proper greeting for a Level 3 call?
True
False
7. To properly show empathy is necessary to provide an apology in every single scenario?
Yes
No
1. How Should the customer be treated
a. As I would like to be treated
b. As a long time friend
c. As quick as possible
d. As a family member
