What percentage of communication is traditionally believed to be conveyed through words?

• 7%

• 38%

• 100%

• 55%

What is the 'escalation loop' in customer interactions?

• A method to calm customers quickly

• A cycle where attempts to control prolong the conversation

• A strategy to increase sales

• A way to improve customer satisfaction

How can personal pronouns help in customer interactions?

• They confuse the customer

• They reduce the need for further communication

• They create a sense of partnership and understanding

• They make the conversation more formal

What is the purpose of using partnering language with customers?

• To avoid addressing the customer's concerns

• To assert authority over the customer

• To make the customer feel isolated

• To show that you are on the customer's side

What is psychological priming?

• A strategy to avoid customer complaints

• A way to increase call duration

• A method to guide customers towards a desired outcome

• A technique to confuse customers

How can positive priming be used in customer interactions?

• By using technical jargon

• By ignoring customer concerns

• By framing options positively to guide customer decisions

• By offering limited options

What should be avoided to prevent negative priming?

• Using personal pronouns

• Offering multiple solutions

• Mentioning a supervisor unnecessarily

• Providing clear explanations

What is the purpose of the 'start, stop, continue' exercise?

• To evaluate customer feedback

• To reflect on personal learning and improvement

• To increase sales targets

• To create a new customer service policy

What is the main focus of the video regarding customer support?

• Improving non-verbal communication

• Using words effectively to guide interactions

• Reducing customer service hours

• Increasing product sales

Why is it important to avoid mentioning a supervisor during a call?

• It is against company policy

• It can unintentionally prime the customer to escalate the issue

• It may cause the customer to feel more empowered

• It can lead to longer call durations