TurboTax Review Played on day 3 | Baamboozle - Baamboozle

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What are some ways to build rapport by showing a genuine interest?

Assume you know the issue.

Ask probing questions and confirm details

Short statements that let the customer know you are listening that also add a personalized connection such as using their name are called:

Verification statements

Empathy statements

Customized statements

Resolution statements

When building rapport, what do positive phrases do?

Add to my AHT

Explain what I can't do

Keep the call focused on what I CAN do

Make the customer frustrated

CARE stands for

Confidence, Awareness, Reliability, Empathy

Change, Arrange, Rearrange, Exchange

Call, Act, Resolve, Extract

Customer, Always, Right, Excessively

Making small talk is the best way to build rapport.

True

False

What is the best way to develop rapport?

Sympathize

Recognize

Emphasize

Empathize

You demonstrate CARE by

Ensuring all efforts are focused on resolving their issue

Actively listening

Gaining agreement about their primary problem

All of the above

When using Slack, we can use whatever unprofessional attitude, language and emojis that we want.

True

False

Building rapport by establishing shared interests can cultivate ____, ____ customer relationships.

negative, short-lasting

boring, annoying

positive, long-lasting

friendly, lucrative