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WorksheetsCustomer Relations Day 6
Total questions: 18
Worksheet time: 10mins
Which type of customer is optimistic while talking?
The Analist
The Amiable
The Expressive
The Driver
Why is small talk important?
You can become friends with the customer.
Helps you to get personal with the customer.
It helps you identify customer's hidden preferences.
So that the customer doesn't feel bored while waiting.
The "Driver" type will ask for immediate solutions as they are expecting quick solving and top-notch assistance.
True
False
The "Expressive" type ....
will always ask for additional information.
usually acts disrespectful towards others.
are fast-decision makers.
will manipulate and tell you what to do.
The "Analyst" customer prefers to have a friendly chit-chat rather than a serious and deep conversation based on facts.
True
False
Which communication features associates with an "Amiable" customer?
Ask many questions.
Speak using data from relevant cases.
Don't engage in small talk
Informal language is not permitted.
Which topics are preferable to be discussed with your customers?
Politics.
Your personal travel experiences.
Gossip about other colleagues.
Religious subjects.
Identify the right option
The customer's needs can be categorized into 3 main types:
functional, needed and emotional
functional, social and emotional
social, functional and earned.
Identify if the statement is True or False.
It is okay to express your frustration over the phone.
True
False
The agents get penalties for releasing the forbidden information based on .....
CRM
RCB
TP
QA
Identify if the statement is True or False.
It is okay to share with the customer other colleagues schedule.
True
False
What information cannot be shared with the customer?
Internal Information
New projects development
Split Policies
Your real name
All of the above
Channels for communication with the customer are:
Private Email
CRM (email, SMS, call)
Private phone number
What Information can be shared with the customer?
Project Name
Agent's nickname
Mark-up existence
Hotel details.
Identify the characteristics of an Overconfident person.
They are pushy about their opinion.
Usually they are quite.
They want to be recognized by others.
All of the above
Overconfident people don't feel the need to learn.
True
False
How can you get rid of Overconfidence?
Reflect on your mistakes.
Gather feedbacks and improve.
No need, you are good as it is.
Argue and prove your opinion.
When someone is Overconfident, they think they are worse than others.
True
False
