1) What is a good example of communicate with confidence during a call? a) I have no idea/ I have never heard about it...Hi, I understand your issue. Let me provide you our investigation outcomes b) I understand how important this is for you. I’m going to help you by (action). Is there anything else I can do or you? c) I don't know, let me see if I find something...Hi, this is (Associate name). In response to your email... d) Let me guide you, step by step, through this processHello (Seller name), from Amazon Selling Partner Support, From your email, I understand that you are contacting us regarding (issue). I will be glad to assist you. 2) How can you show communicate with confidence when sending an email response? a) The resolution for your issue is the following:  b) In this case we could not find a resolution for your issue yet, so we have contacted our internal team for more review. c) I have reviewed your issue in detail and I know this is very important for you as (details). I have identified that you can take the following steps: (details). Furthermore, I am confident that we have clarified the issues for you. d) I have reviewed your issue in detail and I know this e) You could try... 3) How can you show communicate with confidence when sending an email response? a) The resolution for your issue is the following:  b) In this case we could not find a resolution for your issue yet, so we have contacted our internal team for more review. c) I have reviewed your issue in detail and I know this  d) I don’t know how to help you with that... 4) Can you choose the correct research process? a) SOPs > PWF > Help pages > CIM > Andon Cord b) CIM > WF > SOP > Help Pages > AA c) PWF > CIM > SOP >Andon cord > Help pages 5) What are the type of contact a) Emotional b) Educational c) Fast call d) Technical 6) Good practices to show communicate with confidence a) Communicates clearly and calmly throughout the entire contact b) Use fillers and mumbling c) Avoid the difficult question  d) Good tone of voice Sounds/seems upbeat and self-assured throughout the entire contact

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