1) What must you do with a call? a) End the call as quickly as possible. b) Own it. c) Be as formal as possible. d) Be able to answer any query. 2) Which of the following is the best way to deliver the message. a) "My colleague hasn't done what they should've" b) "I can't do that." c) "What I can do for you now is..." 3) What is the correct hold procedure? a) "Hold on" b) "Please hold" c) "I need to read the notes, do you mind if I put you on hold?" d) "I'll be back in a sec" 4) How do you demonstrate empathy? a) Speak softly in a sympathetic way. b) Show the customer you understand what they're going through. c) Don't get drawn into emotions and focus on the task at hand. d) Explain that you know what they're feeling. 5) During the solve stage you may.... a) Make further enquiries b) Instruct relevant parties c) Deliver decisions d) All three. 6) How could you deliver complex information? a) Explain all the intricacies. b) Explain to the customer what the argon terms mean. c) Explain everything that you've done, everything you're doing now and everything you will do. d) Three or four short summaries. 7) Reframe "You're not covered." a) "We can't deal with this matter unfortunately."  b) "We won't be dealing with your claim I'm afraid." c) "Unfortunately, we're unable to consider this claim on this occasion because...." d) "You are covered."

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