Call Control Strategies Quiz

What is the main purpose of using call control strategies?

• To increase the number of calls handled

• To avoid talking to clients

• To manage and direct the flow of a conversation

• To extend the duration of a call

Which side of the brain is associated with creative and philosophical thinking?

• Left side

• Back side

• Front side

• Right side

What type of questions are used to shift a conversation to the left side of the brain?

• Open-ended questions

• Rhetorical questions

• Hypothetical questions

• Closed-ended questions

Why are closed-ended questions effective in controlling conversations?

• They confuse the customer

• They require analytical thinking and short answers

• They allow for long, detailed responses

• They are open to interpretation

Which of the following is an example of a closed-ended question?

• Why do you prefer our company?

• Can you describe your experience?

• How do you feel about our service?

• What is your rental agreement number?