[Assessment] Consumer Interactions MARKED UNANSWERED QUESTIONS: QUESTIONS: 4. How can you Converse Better with Customers? > Use customer-centric conversations O Use Active Listening Use Echoing technique Make the “Yes” Talk Allof these 2. Making the “Yes” Talk means to: © _ Listen attentively, understand the meaning, and respond to what's being said © _ Repeat what customers said to make them feel comfortable & leave a positive impression © Provide a positive experience that centers around customer satisfaction @ Start with ‘Yes’ and keep the conversation positive 3. To become an active listener, you need to: (Identify INCORRECT option) © Paraphrase what's being said & encourage to [Assessment] Consumer Interactions MARKED UNANSWERED pees QUESTIONS QUESTIONS 3. To become an active listener, you need to: (Identify INCORRECT option) ©. Paraphrase what's being said & encourage to elaborate @® Look sideways & avoid eye contact QO Make an eye contact ©) Ask open-ended questions & Listen attentively 4. Using Active Listening means to: @® _ Listen attentively, understand the meaning, and respond to what's being said © Repeat what customers said to make them feel comfortable & leave a positive impression ©, Start with ‘Yes’ and keep the conversation positive O Provide a positive experience that centers around ‘customer satisfaction #& es cs raphrasing or repeating what the customer Show you heard what the customer said< [Assessment] Consumer Interactions UNANSWERED MARKED. QUESTIONS SUMMARY QUESTIONS 5. By paraphrasing or repeating what the customer said, you Show you heard what the customer said Encourage the customer conversation to progress Both of these None of these 6. Using Customer-centric conversations means to Provide a positive experience that centers around istomer satisfaction Repeat what customers said to make them feel mfortable & leave a positive impression Listen attentively, understand the meaning, and respond to what's being said Start with ‘Yes’ and keep the conversation positive 7. Using Echoing technique means to: Start with ‘Yes’ and keep the conversation positive Listen attentively, understand the meaning, and [Assessment] Consumer Interactions UNANSWERED MARKED QUESTIONS SUMMA QUESTIONS 7. Using Echoing technique means to: Start with ‘Yes’ and keep the conversation positive Listen attentively, understand the meaning, and respond to what's being said Provide a positive experience that centers around customer satisfaction Repeat what customers said to make them feel comfortable & leave a positive impression 8. Being customer-centric means looking at things from the customer's perspective to make your customers feel cared and well-respected, True/False? TRUE False 9. AS a good listener, you must judge your customers - this helps to build a strong relationship with the customers. True/False? False, you must not judge, but show empathy True. Judging is the best way to build trust AP Adthhinh af thera avn hasta12070 @== w [Assessment] Consumer Interactions MARKED UNANSWERED SuMee QUESTIONS QUESTIONS Repeat what customers said to make them feel comfortable & leave a positive impression 8. Being customer-centric means looking at things from the customer's perspective to make your customers feel cared and well-respected. True/False? TRUE False 9. Asa good listener, you must judge your customers this helps to build a strong relationship with the customers. True/False? False, you must not judge, but show empathy True. Judging is the best way to build trust 10. Which of these are better ways to communicate with customers? Start with “yes” and keep the conversation positive: Lessen the negativity in speech Start with “yes” and provide a solution All of these ———