15 Questions
Which approach is discussed in the text for acknowledging member's needs?
The 'Yes, And' approach
How can you emphasize your empathy statement over the phone?
By matching your tone and pace to the empathic statement
Why is it important to pause after delivering empathy?
To give the member time to process the empathy
What does a 'Yes And' statement allow you to do?
Acknowledge the member's thoughts and direct the conversation to solutions
When should you use a 'Yes And' statement?
After delivering empathy
What should a good 'Yes And' statement highlight?
That you understand what the member is saying
What is the purpose of adding enthusiasm and appreciation to the close of the call?
To make the member feel heard and listened to
Which approach does the text suggest for closing a call with a member?
Expressing appreciation and enthusiasm
What is the purpose of acknowledging the issue and providing empathy in a call?
To address the member's primary concern
How does the text suggest conveying a friendly travel advisor approach?
By expressing appreciation and enthusiasm
What does the text suggest about the use of a professional closing?
It is not recommended
How can a professional handshake be transferred to a hug in a call?
By using tone and pace
What does the text suggest about the approach to member calls?
It should be empathic and friendly
What is the purpose of adding appreciation and enthusiasm to call closings?
To surprise and delight members
How can surprise and delight be added to call closings?
By expressing appreciation and enthusiasm
Learn how to show empathy, acknowledge others' needs, and add enthusiasm to your conversations with this interactive quiz. Enhance your communication skills and create meaningful connections by practicing these essential techniques.
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