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WorksheetsSoft Skills
Total questions: 10
Worksheet time: 7mins
Which action plan refers to the agent focusing on fully understanding the customer's concern before doing anything else?
Gotcha in 30 seconds
Gotcha in 60 seconds
Gotcha in 90 seconds
Gotcha in 120 seconds
When you are having a hard time understanding what your customer really needs, you should (a) ?
According to the UARC principle, what should you do after understanding your customer's concern?
(a)
In the UARC principle, what do you need to do after you find the resolution to your customer's concern?
(a)
What does the 3rd W stand for in the W3 method?
(a)
How many times do you need to call the customer's attention before you deliver the Ghost Spiel and how long should the call have been already before you can release?
3 Attempts ; 30 Seconds
2 Attempts ; 30 Seconds
3 Attempts ; 60 Seconds
2 Attempts ; 60 Seconds
What is the acronym for the spiel you need to provide should you hear someone else talking to your customer while you are on the line?
(a)
What is the primary implication of an agent stating the customer's name?
(a)
Which action plan refers to answering the customer's question first before going into further explanations?
Direct Delivery
Gather Then Deliver
Yes or No
Answer First
Which action plan refers to organizing your thoughts before delivering your resolution?
Direct Delivery
Gather Then Deliver
Yes or No
Answer First
