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Questions and Answers

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?

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

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!"

<p>Communication style cues</p> Signup and view all the answers

"OK, let’s go step by step. Stop me when you have questions."

<p>Cues indicating product or service knowledge</p> Signup and view all the answers

Which of the following combination do your understanding of your customer's cues help in a service situation?

<ol> <li>You can demonstrate you are paying attention, which makes you more likely to earn their trust and appreciation</li> <li>You can improve your understanding and increase your chances of solving their problem effectively</li> <li>You can personalize your service strategy to fit the unique needs of that customer</li> </ol> Signup and view all the answers