Lesson 116 Flashcards
(8 cards)
1
Q
List the five umbrella qualities.
APUBE
A
Appropriate listening and questioning techniques Proper use of equipment Using the appropriate time Being courteous Employing a professional tone
2
Q
What are the six recommended practices for effective communications.
CCCWIL
A
Clear and energetic Confident, dedicated Concerned about customer needs Warm measured pace Interested in the business relationship Leading the conversation
3
Q
List the six steps associated with a quality call.
OIRIPC
A
Open with a courteous and professional greeting
Identify need
Resolve need
Identify additional product/service needs
Promote additional products/services
Close and brand
4
Q
Describe the active listening skills
FFD
A
Focus on key words
Focus on customer attitude
Don’t be judgmental
5
Q
Describe the interactive listening skills
UVC
A
Use verbal cues
Verification
Confirmation
6
Q
List the hold procedure.
AEW
A
Ask permission
Explain why
Wait for a response
7
Q
State the guidelines for handling difficult calls.
LREQDRA
A
Listen Re-state the problem Empathize Question for details Determine what the customer wants Recommend your solution Agree on the solution
8
Q
What are some attributes you would,expect of a good listener?
SPECIAL
A
Stop working on other things Prepare to listen Evaluate - verbal/non-verbal Concentrate on the message Investigate Acknowledge Log it
