6PM Knowledge Check and Call Scenario Assessment for 3rd week of November 2014 (November 17-21, 2014) | Princess Kiram | Team Pink and Pepper

I. Knowledge Check

Multiple choices. Please choose the correct answer. ☺

II. Call Scenario Assessment

INSTRUCTIONS:

1. Read the Scenario
2. Provide your answer in your own words.
• Indicate the best acknowledgement and lead-in statement based on the customer’s concern.
• Give the most appropriate empathy/apology or rapport building phrases.
• State what you will ask/do/say to handle the scenario or provide your solution (i.e. probing questions, information, policies, action, courtesy, etc.)
3. Explain/Justify your answer.

- As soon as you access the link, you have to finish the assessment.

-- 6PM TRAINING TEAM --

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