Sandler Chapter 1 - Customer Call Management System
What is the primary purpose of the Customer Call Management System?
A. Shorten every call
B. Guide calls toward clear outcomes
C. Increase sales opportunities
D. Reduce customer questions
B. Guide calls toward clear outcomes
True or False:
Bond and rapport are about making communication easier, not about being liked.
True
An Up-Front Contract sets __________ at the beginning of a call.
Expectations
The first issue presented by the customer is:
A. Always the real issue
B. Always emotional
C. Never important
D. Usually only part of the story
D. Usually only part of the story
True or False:
The fastest way to help a customer is to provide a solution as soon as they explain the issue.
False
Why: We want to understand the issue before providing a solution.
Customers are more cooperative when they feel:
A. Pressured
B. Corrected
C. Heard and understood
D. Challenged
C. Heard and understood
Which of the following is NOT part of a good Up-Front Contract?
A. What we're doing
B. Why we're doing it
C. Agreement to proceed
D. Immediate solution
D. Immediate solution
The Three Levels of Understanding are:
What, Why, and _________
Impact
Control comes from ________, not speed.
Clarity
Which DISC style typically prefers detailed explanations and accuracy?
C Detail / Accuracy‑Focused
True or False:
An Up-Front Contract is only used at the beginning of the first interaction.
False
True or False:
Summarizing what you've learned helps confirm that you've understood the customer's issue correctly.
True
A customer is upset and speaking quickly.
According to the Pendulum concept, should you:
A. Match their urgency
B. Stay calm and steady
C. Talk faster
D. Put them on hold
B. Stay calm and steady
A customer says: "I'm not really sure what I should do here."
Which DISC style are they most likely demonstrating?
S (Steady)
In your own words, explain why Up-Front Contracts help keep calls on track.
Expected answer: They set expectations, reduce confusion, and help guide the conversation.
"My premium increased unexpectedly."
Which question best explores the Reason (Why)?
"What concerns you most about the increase?"