1) What do you think could happen if we don't know how to stay calm and maintain control of a difficult interaction? a) The selling partner will get angry really fast. b) The selling partner might think we cannot help him. c) The case may result in an escalation process. d) We will forget the selling partner after our difficult conversation. e) We won't be able to solve the selling partner's concern. 2) It is not possible for us to always give the selling partners the answer they are looking for, however we can deliver the response in a way they understand the situation and don't get upset about it. a) True. b) False. 3) Which of the following are things that we can do during a difficult conversation to help us handle the situation as good as possible? a) Use positive statements. b) Own the call or take ownership of the situation (try to sound confident). c) Stay calm and handle the path of the conversation. d) Take your time to ensure all the concerns are solved correctly. e) All previous options. 4) Which of the following are a must not to do during a difficult conversation? a) Speculate b) Keep the selling partner informed about your findings at anytime c) Mumble during the conversation d) Interrupt the selling partner while he is explaining the issue e) Listen actively to the selling partner explanation of the issue 5) It is true that a difficult conversation may exhaust yourself, however, we can reduce that impact and prevent further inconveniences by handling the contact properly and a best as we can. a) True. b) False.

Difficult Conversations Quiz

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