Connect
What is the First step in Connect?
Acknowledge
Identify has _____ probing questions.
3
What is the first step to Satisfy?
Provide Solution with Options
True or False: Using the 4 Bs to help display active listening to others.
False
Ture or False: Give off a friendly vibe the minute the call begins.
True
I Will Help you, is to?
Gain Control
Making sure you understand is to ________.
Identify
Recap and provide next step ensures what?
clear expectations
Breathe in and out to the count of three to be __________.
Calm
Clear your mind of ________.
other things
Connect is the first section of ___________
Service Mentor
Identify is the ______ _______of service Mentor.
Second
Section
Which step allows customers the opportunity to accept your solution?
Gain Acceptance
Being forgiving it to?
let go of any negative residue
Ask the caller to ______ a point if you need _________.
Repeat
Clarification
Which step Demonstrates ownership and confidence in handling the customer’s situation?
Gain Control
What are the three probing questions?
Situation
Issue
Validation
Recap and _______ next steps.
Provide
What does "being respectful to customer" mean?
You're an Active listener
Letting the caller finish what they are saying is _____________.
being patient
A ________ statement explains why you need the information, so customers won’t feel defensive.
Transition
________ ensures that you have all the Information needed to present the appropriate ______or ________.
Probing
Solution
Response
____________ confirms we met all of the customer’s needs.
Ask, “Is there anything else?”
To be Aware is to __________you may feel negative emotion from the caller.
Acknowledge
To help display ___________ to others be an ________ and effective listener.
Empathy
Active