NEW
Font size
WorksheetsCall Flow & Soft Skills
Total questions: 10
Worksheet time: 5mins
What do you do after Greeting the customer?
Empathize
Recap
Offer Assurance of Help
Verify Customer's Information
When the customer gives you the reason for the call, you _____?
Offer Assurance of Help
Greet the Customer
Acknowledge
Ask Probing Questions
What 3 things go together before asking Probing questions?
Rapport, Offer Further Assistance and Closing
Acknowledge, Empathize and Assurance of Help
Probing Questions, Rapport and Closing
Greeting, Verification and Recap
Name the technique used for Acknowledging the customer's inquiry.
Paraphrasing
Mocking
Repeating
Guessing
What are two characteristics of Empathy?
Ignoring the customer's concern and Offering Assistance
Criticizing customer's decisions and Sympathizing
Perspective taking & Staying out of Judgement
Saying "I'm sorry" and "at least"
What skill do you use to go from Customer Service to Sales?
Recap
Empathy
Assurance of Help
Rapport
What are the first and the last thing you should do when answering a call as a Customer Service Agent?
Introduce yourself with your first name
Ask How may I help you?
Brand the call with the Client's Name
Build Rapport & Empathize
What is the name of the process of asking Probing Questions and what are the two types of questions used?
There is no need to ask questions
Funneling / Open Ended -Close Ended Questions
Questioning / Inquiring and Confirmation Questions
Interrogation / Wh Questions
"I completely understand you're calling because you placed your order last week and it still hasn't been delivered, is that correct?", is an example of:
Probing Questions
Empathy
Acknowledging
Recap
Name 3 Customer Service skills you need to apply to create an "insanely great customer experience".
Pseudo listening, interrupting the customer and Resolving the issue
Speaking in Monotone, arguing with the customer and Closing the call
Paraphrasing, Sympathizing and leaving Dead Air
Acknowledging, Empathizing and Assurance of Help
