Probing
Question 1:
Select which statement is NOT a probing question.
a) What impact has this had on your schedule?
b) Is this problem causing other problems?
c) Why hasn't the package arrived at your home yet?
d) Could you please tell me a little more about your issue?
Why hasn't the package arrived at your home yet?
Which of the following is a TRUE statement about an empathetic person?
a) Empathetic people listen to understand, not to respond.
b) An empathetic person always agrees with the other person
c) Empathetic people automatically mirror the emotions of others, such as becoming angry if the other person is angry.
Empathetic people listen to understand, not to respond.
Which are the elements of personal communication?
a) Laissez-faire, Laughter, and Speech
b) Body language, Spoken words, and Voice and Tone
c) Tone, Speech, and Emotional Intelligence
What is Body language, Spoken words, and Voice and Tone?
Active Listening, Empathy, and Patience skills will improve your probing questions and conversations.
True or False?
True
What is empathy?
a) Feeling someone's pain
b) Solving someone else’s problems for them
c) The awareness of the feelings and emotions of other people
d) Ignoring someone's situation to focus on logic
The awareness of the feelings and emotions of other people
Which of the following is NOT a tip to remain calm?
a) Do not care about the other person and rush the interaction
b) Show sincere interest in what the customer is saying.
c) Take a deep breath before replying and wait 2 minutes before speaking.
Do not care about the other person and rush the interaction
Which approach do we use for probing questions?
a) Know, Feel, Do Approach
b) Ask, Tell, Disconnect Approach
c) Listen, Feel, Sigh Approach
What is the Know, Feel, Do Approach?
What does the "LET ME" empathy strategy stand for?
a) Listen, Explain, Talk, Make, End
b) Listen, Empathize, Tell, Make promises, End abruptly
c) Listen, Empathize, Take action, Make sure they feel heard, End with closure
d) Look, Evaluate, Tell, Make decisions, End quickly
Listen, Empathize, Take action, Make sure they feel heard, End with closure
Question 2:
Which of the following is NOT a way to improve tone of voice?
a) Set a positive tone
b) Stay calm
c) Apologize
d) Speaking loudly with no context
Speaking loudly with no context
Share a probing question we may ask a customer reporting an issue
Trainer's Discretion
Which of the following is an example of an empathetic statement?
a) "I understand that this is really difficult for you."
b) "I don’t think you should feel that way."
c) "You’re overreacting; it’s not a big deal."
"I understand that this is really difficult for you."
What tone of voice may work best with an upset customer?
Trainer's Discretion
Share a probing question we may ask a customer reporting an issue
Trainer's Discretion
Why is empathy important?
Trainer's Discretion
Why is 'tone of voice' important?
Trainer's Discretion