WorksheetsThe Conversation Strategy: What's the Intent?
Total questions: 8
Worksheet time: 4mins
Gain acceptance
I'll make sure you understand
I hear you
I will help you
Figure it out yourself
Acknowledge the customer (issue/emotion)
I hear you
Quit being a crybaby
Bless it!
Let's move along
Gain control with an "I can" statement
I might be able to...
I will help you
Say what nah?
Sure thing sweetlove
Transition to probing
I'm confused
Can you repeat all the stuff you just said
Let's move along
I will help you
Probe with situation, issue and validation questions
You have a lot of problems sweetheart
I'll give you the right answer
Let me see if I can help
I'll make sure I understand
Recap and provide next steps
I'll make sure you're clear on the details and what will happen next
Stay by the phone I'll call you soon
Please don't call us back, this was a lot...
I hear you Shuga!
Ask, "Is there anything else?"
I will help you
Have a nice day ma'am along w/all of your claims!
I'll confirm all your needs were met
Guh, BYE!
Provide solution with options
I'll give the right answer
Let me check with another department
I'm new so this may be right.
Let's move along
