Listen First, Clarify Second
This active listening technique involves restating the customer's concern in your own words to confirm understanding.
What is paraphrasing?
Giving your full attention to the speaker without interrupting.
What is active listening?
A customer explains a delivery issue. What should you do before researching the account?
What is paraphrase the concern?
This pink-loving doll starred in a 2023 blockbuster movie alongside Ken.
Who is Barbie?
Bernie Marcus and Arthur Blank came up with the idea for The Home Depot in this year.
What is 1978?
Avoid ____________ and allow customers to fully express their needs.
What are interruptions?
What phrase often signals the start of a paraphrase?
What is "just to make sure I understand correctly...?"
The customer continues to speak without pausing. What is the best approach?
What is "wait for a natural pause, then acknowledge what was said before asking the next question?"
This fictional wizard attended Hogwarts School of Witchcraft and Wizardry and is known as "The Boy Who Lived."
Who is Harry Potter?
This digital service lets customers place orders online and pick them up at their local Home Depot store.
What is Buy Online, Pick Up In Store (BOPIS)?
What should you listen for before jumping back into the conversation?
What is a natural pause?
It is important to use these to demonstrate attentiveness and empathy.
What are verbal acknowledgments?
Name one way Active Listening helps reduce customer effort.
What is it prevents the customer from repeating themselves?
This pop superstar is known for hits like "Flowers", "Party in the USA" and "Wrecking Ball."
Who is Miley Cyrus?
This is the estimated time for a refund to be processed on a Major Appliance order once it has been picked up.
What is 7-10 business days?
Before placing a customer on hold, what two things should you explain?
What is why you're placing them on hold and how long it should take?
Which phrase can help regain control of a call with a talkative customer?
What is "I want to make sure I have this right..?"
"Please allow me to place you on hold for 3-5 minutes while I review the order notes." is an example of this.
What is setting hold expectations?
This animated Disney movie features sisters Elsa and Anna and includes the song "Let It Go."
What is Frozen?
This financing tool allows eligible Home Depot customers to make purchases today and take advantage of special financing offers on qualifying purchases.
What is the Home Depot Consumer Credit Card?
What should you do if the hold is taking longer than expected?
What is check back in the customer and reset the hold expectation?
This type of hold occurs when the representative remains connected but silently researches the issue.
What is a silent hold?
Phrases such as "Got it," "Absolutely," and "I understand" are used to demonstrate this active listening skill.
What are verbal acknowledgments?
This social media platform is famous for short-form videos and viral dance trends.
What is TikTok?
Contractors and other business customers can earn rewards, manage receipts, and track company spending through this Home Depot program.
What is Pro Xtra?