Communication/ Active Listening

Communication Skills

100

_____ involves the rhythm of the words, but it also involves the rhythm of the pauses.

PACE

200

The slight difference between _______ and ________ is that __________ is the act of making sounds or articulating words while __________ is the way of articulating words clearly and distinctly according to the rules governing the language.

 pronunciation and enunciation  x 2

300

Regulating your _________ allows you to convey key words or emotions more effectively. In addition, skilled use of _______ helps create excitement and enthusiasm as well as a “can do” attitude.

Inflection

400

______ can convey a positive or negative attitude, boredom or interest, calmness or anxiety. Smile when you talk – your customer will hear it in your voice when you speak.

Tone

500

Make sure you choose an appropriate ______ for your telephone conversations. Avoid speaking in a monotone voice by varying your ________;

Volume

Telephone Skills

100

The first thing you will do when answering the phone?

Introduce yourself

200

It is your responsibility to lead the ____________; do not wait for the customer to tell you what they are calling about.

This is what part of the process?

Conversation/ Identify the problem

300

It is acceptable and expected for you to express ______ and understanding about your customer’s problems and concerns. 

This is a part of what part of the process?

Empathy/ Build Rapport

400

Express ________ in your problem-solving abilities. For example, saying, “I can definitely help you with that today,” expresses confidence in your ability to resolve the problem quickly and efficiently

Confidence

500

After ______ of being on hold , go back to the line and apologize/thank them for holding and explain why you must place them back on hold if you need to. 

2 minutes

Listening Skills

100

________ is not only about how well we hear, but also about how we communicate to the customer that we are, in fact, __________.

Listening

200

Give 3 examples of clarifying statements

It sounds as though you ...

Allow me to recap...

"Let me summarize what we have discussed to this point…”

300

• Listening actively, as opposed to __________ (pretending to listen, but being distracted or allowing your thoughts to wander) helps you gain customer acceptance since they will feel confident that you understand the situation and will come up with an appropriate solution.

pseudo-listening

400

_______ to remain focused on listening to the customer’s words.

Take notes

500

Do not _____ the message. Adopt a _____position and listen from the customer’s frame of reference.

Filter/ Nuetral

Asking questions

100

Give 3 examples of open ended questions

..

200

Give 3 examples of close ended questions

.....

300

The ability to __ ____ _________ ___________ _________ is one of the most important skills necessary to be an effective problem solver.

ask your customer appropriate questions

400

________________ help you quickly begin assessing the root cause of the problem. It is the Specialist’s responsibility to uncover the problem by asking skillful questions

Background Questions

500

__________________ help clarify and confirm what the customer has told you about his or her problem. They are also helpful for obtaining needed details.

Give an example 

Follow-up questions/ ...

Responding to Customers

100

Name 3 guidelines for providing information to customers

• Give information in a straightforward manner.
• Be tactful and concise.
• Remember that customers are not interested in excuses; they want solutions.
• Avoid using technical jargon in your responses. Buzzwords do not impress; they often confuse or alienate the customer.
• Do not say, “I’ll be honest with you.” It makes you sound as though everything you have said up to that point was dishonest.

200

Follow these guidelines when defining steps for your customers.

• Do not _______ and ___________.
• Explain what you have done to assist the customer; doing so reduces the amount of call backs.
• Remember to keep the customer on the line while you are logging the call. Tell the customer what you are doing and thank the customer for his or her patience.

Over promise/ Under deliver

300

How do we end a call? 

Thanking the customer

400

 Remember that an open _______ can help resolve many situations. Don’t be afraid to put the store on hold to research or to consult a teammate. You may receive a new perspective that will be the best solution for the customer.

 attitude  

500

_________:. Wait until the transferring party is on the line, and then summarize what you have learned from the customer so far. Customers dislike repeating an entire conversation.

Warm Transfer