1) Be a(n) _____ listener. a) spontaneous b) active c) bored 2) _____ your customers emotions. a) React to b) Justify c) Acknowledge 3) Set _____ next steps. a) complicated b) clear c) fictional 4) Use _____language. a) positive b) aggressive c) slang 5) _____what they told you. a) Restate b) Misunderstand c) Reject 6) _____the interaction. a) Personalise b) Wrap up c) Escalate 7) Move to a(n) _____ channel. a) appropriate b) irrelevant c) hold 8) _____ with them. a) empathize b) Argue c) Get in conflict 9) Stay _____ . a) calm b) distracted c) distant 10) Explore _____ . a) solutions b) arguments c) the browser

Making a positive interaction.

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