Signposting Techniques for Effective Call Management

What is the primary goal of using signposting in call management?

• To confuse the customer

• To manage complex calls and wrap up conversations efficiently

• To avoid customer interaction

• To increase the duration of calls

How does the first method of signposting help during a call?

• By ignoring the customer's needs

• By ending the call abruptly

• By giving the customer a heads up on what will be needed later

• By surprising the customer with unexpected requests

What analogy is used to describe signposting as a heads up?

• A stop sign

• A traffic light

• A highway sign indicating an upcoming exit

• A pedestrian crossing

Which of the following is an example of signposting as a heads up?

• Telling the customer you will need their credit card number shortly

• Ending the call without notice

• Ignoring the customer's questions

• Asking the customer to hold without explanation

What is the second method of signposting used for?

• To extend the call duration

• To confuse the customer

• To signal the end of a phone call

• To start a call

How can signposting help in making graceful exits from conversations?

• By ignoring the customer's needs

• By extending the conversation unnecessarily

• By abruptly ending the call

• By providing visual and verbal cues that the interaction is concluding

What is a verbal cue used in signposting to indicate the end of a call?

• Let's start over

• I need more information

• Please hold for a moment

• I have everything I need on my end

What psychological effect does signposting have on customers?

• It makes them angry

• It causes them to hang up

• It primes them for the next steps

• It confuses them

How does signposting help reduce talk time?

• By making the customer wait longer

• By preparing the customer in advance for what is needed

• By extending the call duration

• By ignoring the customer's questions

What should you do if you want to try signposting this week?

• Avoid using it in any calls

• Use it to confuse customers

• Ignore it completely

• Implement it to guide customers to the next steps