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WorksheetsGalaxy Customer Care Fundamental
Total questions: 15
Worksheet time: 8mins
What is the sequence of the GUEST framework?
Goals, Understand, Engage, Solution, Tips
Greet, Understand, Empower, Solved, Think
Greet, Understand, Engage, Solve, Thank
What are the attributes for Greet?
Listen & Acknowledge
Warm & Positive, Personalize
Connect & Clarify
Apoligise & Engage
What are the attributes for Solve?
Listen & Acknowledge
Warm & Positive
Connect & Clarify
What's next & Provide Solution/Give Alternative
What are the attributes for Thank You?
Connect & Clarify
Warm & Positive
Close & go the extra mile
Listen & Acknowledge
"I understand you are calling regarding this order number 7328811. Is that correct Sir/Ma'am?" The above statement refers to which Guest framework?
Understand
Greet
Thank You
Solve
What are the attributes for Engage?
Warm & Positive
Connect with emotion & Clarify
Listen & Acknowledge
Close & Go to the extra mile
"I'm so sorry for the inconvenience caused. Thank you for your patience. Let me assist with your issues". The above statement refers to the attribute of connect with emotion under the GUEST framework. TRUE or FALSE
True
False
To show effort in trying to resolve customer/seller problems (sincerity). The above objective is one reason to provide the power nugget to customer. TRUE or FALSE?
True
False
What should you say to someone who is feeling mad?
You should be happy
Stop being sad
I don't care about your feelings
I understand how you feel
What is the next step after discovering what someone is feeling?
Walk away from them
Make fun of their feelings
Ignore their feelings
Show empathy with your words
What are the three questions to ask yourself when trying to spot a feeling or emotion?
What is my favorite color, Have I felt that way before, How would I want to be treated
What is the meaning of life, Have I won a lottery before, How would I want to be treated
What is the weather like, Have I been to this place before, What should I eat for lunch
What could this person be feeling, Have I felt that way before, How would I want to be treated
How can tone of voice convey empathy?
By speaking loudly and interrupting
By avoiding eye contact and frowning
By using closed gestures and looking away
By mirroring emotions, active listening, choice of work, using open gestures, and smiling.
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
What is probing?
Probing is a technique/method of questioning to uncover someone’s needs and concerns.
Probing is a technique/method of questioning to prey on someone’s needs and concerns.
What does it mean to understand others' feelings?
Ignoring others' feelings completely
Making assumptions without listening
Being indifferent to others' emotions
To empathize and consider others' perspectives without judgment.
