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Questions and Answers
Which method can help maintain rapport when delivering bad news to customers?
Which method can help maintain rapport when delivering bad news to customers?
- The ignore, ignore, ignore method
- The avoid, avoid, avoid method
- The feel, felt, found method (correct)
- The tell, tell, tell method
When using the feel, felt, found method, what should you do after acknowledging the customer's feelings?
When using the feel, felt, found method, what should you do after acknowledging the customer's feelings?
- Tell the customer to find a different solution
- Tell the customer what you've found to work (correct)
- Tell the customer to stop feeling that way
- Tell the customer they are alone
Why can't the client provide the complete ingredient list for their food products?
Why can't the client provide the complete ingredient list for their food products?
- They don't have the complete ingredient list
- They don't want customers to know the ingredients
- It would reveal their secret sauce (correct)
- They want to keep customers in the dark
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