Podcast
Questions and Answers
Which approach is discussed in the text for acknowledging member's needs?
Which approach is discussed in the text for acknowledging member's needs?
- The 'Positive and Redirect' approach
- The 'Yes, And' approach (correct)
- The 'Affirm and Redirect' approach
- The 'Empathy and Redirect' approach
How can you emphasize your empathy statement over the phone?
How can you emphasize your empathy statement over the phone?
- By speaking faster
- By matching your tone and pace to the empathic statement (correct)
- By using a louder voice
- By using technical terms
Why is it important to pause after delivering empathy?
Why is it important to pause after delivering empathy?
- To give the member time to process the empathy (correct)
- To show that you don't mean it
- To make it seem more robotic
- To rush the conversation
What does a 'Yes And' statement allow you to do?
What does a 'Yes And' statement allow you to do?
When should you use a 'Yes And' statement?
When should you use a 'Yes And' statement?
What should a good 'Yes And' statement highlight?
What should a good 'Yes And' statement highlight?
What is the purpose of adding enthusiasm and appreciation to the close of the call?
What is the purpose of adding enthusiasm and appreciation to the close of the call?
Which approach does the text suggest for closing a call with a member?
Which approach does the text suggest for closing a call with a member?
What is the purpose of acknowledging the issue and providing empathy in a call?
What is the purpose of acknowledging the issue and providing empathy in a call?
How does the text suggest conveying a friendly travel advisor approach?
How does the text suggest conveying a friendly travel advisor approach?
What does the text suggest about the use of a professional closing?
What does the text suggest about the use of a professional closing?
How can a professional handshake be transferred to a hug in a call?
How can a professional handshake be transferred to a hug in a call?
What does the text suggest about the approach to member calls?
What does the text suggest about the approach to member calls?
What is the purpose of adding appreciation and enthusiasm to call closings?
What is the purpose of adding appreciation and enthusiasm to call closings?
How can surprise and delight be added to call closings?
How can surprise and delight be added to call closings?
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