WorksheetsCCS 10 Q3 REVIEW QUIZ
Total questions: 21
Worksheet time: 11mins
These are intended to help the presenter think more deeply about the issue at hand.
Summarizing
Probing
Paraphrasing
Active listening
THESE QUESTIONS ARE USED TO LEARN MORE ABOUT THE WANTS AND NEEDS OF THE CONSUMER.
OPEN-ENDED QUESTIONS
YES-NO QUESTIONS
CLOSED QUESTIONS
RHETORIC QUESTIONS
Probing is important because of these following reasons, except one.
Asking probing questions ensures confusion on both the agent and the customers.
Asking probing questions also promotes rapport- and trust-building with customers.
After acquiring this information, the client will be more satisfied with the results, due to the representative’s ability to customize their solutions to match the customer’s unique requirements.
These enable the representative to thoroughly comprehend the client’s requirements, issues, and objectives.
The following are examples of probing questions, except.
•“Could you explain the error message you got?”
•“How have you attempted to fix the issue thus far?”
•“How long has this problem existed?”
"May I have your contact number please."
These are few steps in formulating probing questions, except one.
Ask a barrage of questions readily.
Require the person to solve his /her own problem.
Elicit a slow response.
Make it general and widely useful.
How will you get the details completely and accurately?
Be alert and on point.
Guess the other details if delivered unclearly.
Do something else while on call.
Do not repeat for confirmation the details provided.
The following are essential properties of paraphrasing, except.
One is it should have a similar meaning or the same thought as the original question.
It must elicit the same answer as the original question.
Question must show alternate wordings and order of some words.
It must show the agent's wide range of vocabulary.
This your own version of what the customer told you. It is an effective way of checking if you and the customer are on the same page. It assures the customer that you listened to their concerns and have understood them.
Summarizing
Probing
Paraphrasing
Active listening
Another way to improve your probing questioning skills is to consider the TED Approach. What does TED means?
Test, Evaluate, Data
Tell, Explain, Describe
Talk, Entertain, Display
Trust, Empathize, Dependent
To improve probing questioning skills, one may use the "Know, Feel, Do" Approach. Which defines the "Do"?
Gaining the information to move the conversation along
Gaining the insights to meet the customer’s emotional needs
Involving the action that you take once you have used probing questions
All of these
In probing, a simple yes or no response to a generic question should be avoided.
TRUE
FALSE
MAYBE
NEVER
In paraphrasing, one must consider the verb tenses or any changes in the sentence structure.
TRUE
FALSE
MAYBE
NEVER
When answering he telephone use a ______________ greeting.
Colloquial
INFORMAL
PROFESSIONAL
VULGAR
Which is not an example of a starting phrase in paraphrasing?
“If I heard you correctly, you were asking if…”
“You were asking that…Is that right?”
“As I understand it, you want to know if…. Am I correct?”
"Are you trying to take advantage of me."
How to know if the paraphrased question/statement is correct?
If the customer wants to talk with the supervisor.
If the speaker confirms the correctness of the paraphrased question.
If the caller keeps adding questions and tension builds up.
If the agent does not responds to the customer and they both are arguing.
The greeting should be kept ____________.
concised
lengthy
extended
prolonged
Your voice on the phone is oftentimes the only impression of your company a caller will get. Which sound of voice should be avoided?
cold
enthusiastic
ready
warm
These are important-sounding usually technical words or phrases often of little meaning, used chiefly to impress laymen.
buzz words
fillers
jargon
slang
AS AN ALTERNATIVE FOR BUZZ WORD "NO PROBLEM", THE FOLLOWING CAN BE USED, EXCEPT.
ALL RIGHT
CERTAINLY
OK
VERY WELL
THIS IS A TYPE OF LANGUAGE THAT'S TOO INFORMAL TO USE IN CERTAIN SITUATIONS.
BUZZ
FILLERS
SLANG
JARGON
THESE ARE WORDS TO GIVE THE SPEAKER A TIME TO THINK.
BUZZ
SLANG
JARGON
FILLERS
