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Questions # 31:

Which three approaches help create a positive business reputation? (Choose three.)

Options:
A.

When you hear complaints about your organisation, change the subject

B.

See what you can do to assist any co-worker who is unhappy or experiencing problems

C.

Have a good attitude and never speak negatively about your organisation

D.

Try to have a positive and memorable effect on every person you communicate with each day

Expert Solution
Questions # 32:

What does the abbreviation CTI stand for?

Options:
A.

Computer Telephony Integration

B.

Calls, Telephones, and Internet

C.

Customer Telephone Interface

D.

Customised Telephony Intelligence

Expert Solution
Questions # 33:

A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

Options:
A.

Raise your voice when asking questions

B.

Empathise with the customer

C.

Regularly use the customer's first name

D.

Tell the customer to "snap out of it"

Expert Solution
Questions # 34:

Which two techniques are used to match a caller's style? (Choose two.)

Options:
A.

Style

B.

Paraphrasing

C.

Restating

D.

Vocabulary

Expert Solution
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