1
Which of the following phrases best sets clear expectations for a customer?
a) “You should have your card soon.”
b) “Your card will arrive within 3–5 business days.”
c) “It’s on the way.”
d) “It might take a while.”
b) “Your card will arrive within 3–5 business days.”
What is the primary reason for recapping actions taken during a customer call?
a) To fill time
b) To reassure the customer and confirm understanding
c) To avoid further questions
d) To end the call quickly
b) To reassure the customer and confirm understanding
Which behavior should be avoided when communicating with customers?
a) Using specific timeframes
b) Repeating customer concerns
c) Using vague language
d) Confirming resolution
c) Using vague language
In the “See–Solve–Do” model, what does “Solve” refer to?
a) Ending the call
b) Offering a generic solution
c) Matching solutions to customer needs
d) Asking for feedback
c) Matching solutions to customer needs
Which of the following is a positively framed alternative to “We don’t have that product in your area”?
a) “You’ll need to check elsewhere.”
b) “That product isn’t available.”
c) “Let me help you find a similar product that’s available in your area.”
d) “Sorry, we can’t help.”
c) “Let me help you find a similar product that’s available in your area.”
When should you offer alternative solutions to a customer?
a) Only when the customer asks
b) When the original request cannot be fulfilled and alternatives exist
c) Always, regardless of the situation
d) Never
b) When the original request cannot be fulfilled and alternatives exist
What is the first step in the Root Cause Analysis (RCA) process?
a) Resolve
b) Define
c) Analyze
d) Review
b) Define
Which question type is best for uncovering unspoken customer needs?
a) Closed-ended
b) Leading
c) Open-ended
d) Rhetorical
c) Open-ended
Who are the best trainers in the World?
a) Letter C
b) Both A and C
c) Jason and Linsy \m/
d) All of the above
Jason and Linsy! (free mini breaks)