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Questions and Answers
As a CSR, what strategies can help you get the most from your customers’ cues?
As a CSR, what strategies can help you get the most from your customers’ cues?
- Approach calls in varied ways and adapt to each customer
- Adopt a fresh and ready mindset as each conversation opens
- Avoid focusing on quotas or performance metrics
- All of the Above (correct)
What one statement demonstrates the most appropriate response to customer cues in a service interaction?
What one statement demonstrates the most appropriate response to customer cues in a service interaction?
- When dealing with a relationship-oriented person, respond by asking short yes-or-no questions
- When dealing with an anxious customer, ignore the urge to acknowledge their feelings
- When interacting with a customer with high product knowledge, respond by acknowledging their knowledge and leveraging it to help them (correct)
"I hear you, and I’m sorry for the inconvenience. I’m ready to help fix the problem." Match each category of customer cue to the appropriate response CSRs can use to adjust to that cue category
"I hear you, and I’m sorry for the inconvenience. I’m ready to help fix the problem." Match each category of customer cue to the appropriate response CSRs can use to adjust to that cue category
- Communication style cues
- Mood cues (correct)
- Cues indicating product or service knowledge
"Oh, that’s very interesting, I’ll have to watch that movie, thanks for telling me about it!"
"Oh, that’s very interesting, I’ll have to watch that movie, thanks for telling me about it!"
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"OK, let’s go step by step. Stop me when you have questions."
"OK, let’s go step by step. Stop me when you have questions."
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Which of the following combination do your understanding of your customer's cues help in a service situation?
Which of the following combination do your understanding of your customer's cues help in a service situation?
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