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Showing 1–12 of 12 questions
What is the main purpose of active listening on calls?
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Which technique confirms you understood the caller correctly?
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What should an agent do first when answering a call?
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Which questions uncover detailed information from callers?
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How should an agent politely say no to a request?
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What is the best way to take a telephone message?
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Which two are verbal communication techniques? (Choose two.)
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Which two help when taking messages? (Choose two.)
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Which two describe cold and warm calls? (Choose two.)
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DRAG DROP
Match each call skill to its purpose.
Items to match: Active listening skill, Paraphrasing technique, Open questioning technique, Call closing technique.
Answer is in the explanation below.
DRAG DROP
Match each call type or issue to its description.
Items to match: Cold call type, Warm call type, Phone tag issue, Voice mail tool.
Answer is in the explanation below.
CORRECT TEXT
Restating the caller's message in your own words to confirm understanding is called ______.
Answer is in the explanation below.
