Property Support August Eom Quiz

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Altichoice
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Quizzes Created: 1 | Total Attempts: 77
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  • 1/10 Questions

    __________ is making yourself responsible or accountable for resolving the customer's issue.

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About This Quiz

The 'Property Support August EOM Quiz' assesses key customer service skills, focusing on effective communication, listening strategies, and empathy. It is designed to enhance service delivery through improved understanding and application of essential interpersonal skills.

Property Support August Eom Quiz - Quiz

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  • 2. 

    Setting _______is about giving customers a heads up on:   - What you are about to do   - What is the likely outcome of that action   - What is expected of them   - The timeframes within which all these will happen

    Explanation
    Setting expectations is about giving customers a heads up on what you are about to do, what is the likely outcome of that action, what is expected of them, and the timeframes within which all these will happen. By clearly communicating expectations, businesses can ensure that customers have a clear understanding of what to expect, reducing misunderstandings and improving overall customer satisfaction.

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  • 3. 

    _________ is defined as “the ability to understand how others feel by being able to relate and imagine what it’s like to be them.”

    • Sympathy

    • Empathy

    Correct Answer
    A. Empathy
    Explanation
    Empathy is the correct answer because it refers to the ability to understand and share the feelings of others. It involves being able to put oneself in someone else's shoes and imagine what it would be like to experience their emotions. Sympathy, on the other hand, refers to feeling pity or compassion for someone else's suffering without necessarily fully understanding or sharing their feelings. Therefore, empathy is the more accurate term to describe the ability to understand how others feel by relating and imagining their experiences.

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  • 4. 

    It is always best to be transparent to your customer as this manifests confidence and subject matter expertise.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Transparency is providing the customer an account of what you are doing and why you are doing it. Do this especially if it is taking you longer than expected to give or get the information or resource needed to address the customer’s issue.

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  • 5. 

    We can always deliver a bad news to the customers / callers in a positive language.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    It is true, as long as you will follow the following,
    • Emphasize what something IS rather that what it is not.
    • Emphasize ACTION rather than apology or explanation.
    • Emphasize CAN be done rather than what cannot.
    • Sandwich the bad news in between good news.

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  • 6. 

    For us to be a good / effective listener, we need to follow these strategies:

    • Review, Relate, Anticipate

    • Review, Rewrite, Assume

    Correct Answer
    A. Review, Relate, Anticipate
    Explanation
    To be a good or effective listener, it is important to review the information being presented to us, so that we have a clear understanding of it. Relating to the speaker or the topic helps us to connect and empathize, making the listening experience more meaningful. Anticipating refers to actively predicting or guessing what the speaker might say next, which helps us stay engaged and focused on the conversation. By following these strategies of reviewing, relating, and anticipating, we can enhance our listening skills and become better listeners.

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  • 7. 

    Another requirement for us to deliver an excellent service, we need to have _______

    • Effective Listening

    • Active Listening

    Correct Answer
    A. Effective Listening
    Explanation
    In order for a company to provide excellent service, it is essential to have effective listening skills. This means actively paying attention to the customer, understanding their needs and concerns, and responding appropriately. Effective listening allows the company to gather important information, address customer issues effectively, and ultimately provide a satisfactory experience. Active listening, on the other hand, refers to the act of fully focusing on and engaging with the customer during a conversation. Both effective and active listening are crucial for delivering exceptional service.

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  • 8. 

    For us to deliver excellent service, we need to have ________

    • Proper Voice Tone

    • Positive Tone of Voice

    Correct Answer
    A. Proper Voice Tone
    Explanation
    To deliver excellent service, having a proper voice tone is essential. The way we speak and the tone we use can greatly impact how our message is received by others. A proper voice tone conveys professionalism, clarity, and respect, which are all important aspects of providing excellent service. It helps to create a positive and engaging interaction with customers, making them feel valued and understood. A proper voice tone also ensures effective communication and helps to build trust and rapport with customers.

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  • 9. 

    What is the title of our August refresher training?

    • Legendary Service

    • Excellent Service

    • Customer Service

    Correct Answer
    A. Excellent Service
    Explanation
    The title of our August refresher training is "Excellent Service".

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  • 10. 

    Base from Industry Figures; Our Cusomters can hear how many percent of our non verbal signals?

    • 5%

    • 10%

    • 15%

    • 20%

    Correct Answer
    A. 5%
    Explanation
    Based on industry figures, our customers can hear only 5% of our non-verbal signals. This suggests that the majority of our communication is conveyed through verbal means rather than non-verbal cues. Non-verbal signals include body language, facial expressions, and gestures, which are often subtle and can be easily missed or misinterpreted. Therefore, it is important to pay attention to both verbal and non-verbal communication to ensure effective and accurate understanding between customers and ourselves.

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Quiz Review Timeline (Updated): Mar 21, 2023 +

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  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Sep 19, 2016
    Quiz Created by
    Altichoice
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