| PACE & TONE | rESTATE THE NEED & EMPATHY /WILLINGNESS TO HELP | UNDERSTANDABLE & CHECK FOR UNDERSTANDING | RECAP, CHECK FOR SATISFACTION & THANK THE CUSTOMER | H.E.A.T |
|---|---|---|---|---|
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What is consistent and continuous speed in walking, running, talking, or moving?
Pace
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“I’m sorry to hear that” is an empathy statement
True or False
False
|
What does H stands for?
Hearing them out
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What is a musical or vocal sound with reference to its pitch, quality, and strength?
Tone
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Does check for understanding means: Making sure that customer understand the process.
True or False
True
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What does E stands for?
Empathize
|
||
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Is thank the customer a key prevention action?
No
|
What does A stands for?
Apologize, Ask and Offer Alternatives
|
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Should we talk with the same pace to an older person and a young person?
No
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What does T stands for?
Take ownership
|
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"Gotcha" is considered as an understandable word?
True or False
No
|
How many types of customers exist?
Describe them.
4
Amiable Analytics Expressive Drivers |
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