Call Control Strategies Quiz

What strategy did the narrator use to manage their call effectively?

• Silence

• Storytelling

• Closed-in two questions

• Open-ended questions

Which side of the brain is associated with creativity and storytelling?

• Left side

• Right side

• Both sides

• Neither side

What type of questions help move a customer from the right brain to the left brain?

• Hypothetical questions

• Rhetorical questions

• Closed-ended questions

• Open-ended questions

In the call center example, what was one of the closed-ended questions used?

• Can you describe your issue?

• Why did you choose our service?

• How was your experience with us?

• What is your rental agreement number?

Why are closed-ended questions effective in conversation control?

• They encourage storytelling

• They are open to interpretation

• They require analytical thinking

• They allow for long responses