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Call Control Flashcards | StudBud

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Call Control

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Questions 5

Answers

1
Call Control is important for each of the following reasons except
Better Schedules (Goal V2A)
Better Customer Experience
Higher Payout (Incentive V2A)
More Stress
2
What should you do to help you control your calls?
Use the Map (Conversation Model)
Use ACW in a pattern
Click your heels together three times and say "Please control my calls"
Skip parts of the Conversation Model
3
Which is not an obstacle to controlling calls
Poor Listening Skills
Talkative Personalities
The Conversation Model
Anger or Frustration
4
Snatch and Flip is
Using the reason the customer is resisting to fill out a complaint
Using what the customer doesn't care about to change the subject
Use the last word you hear and use it in a sentence
Taking the reason the customer is resisting to get them back on track
5
In our thought experiment "Conversation Along the Way" is compared to which pillar of the Conversation Model
Deepen Membership
Open with Connection
Close with Confidence
Commit to Solve