Which of the Following Techniques Help to Create a Positive

question 26

Multiple Choice

Which of the following techniques help to create a positive telephone image?

• A) End the call abruptly since it is essential to respect the customer's time.
• B) Use a canned or mechanical presentation to gain the customer's attention.
• C) Adopt a flippant approach when the customer gets unreasonable.
• D) Continually evaluate yourself since you are your own best critic.

---

Definitions:

Priming

A psychological phenomenon where exposure to one stimulus influences the response to a subsequent stimulus, without conscious guidance or intention.

John Wayne

An iconic American film actor famous for his roles in Westerns and war movies.

Representativeness Heuristic

The representativeness heuristic is a cognitive bias where individuals judge the probability or frequency of a hypothesis by considering how much the hypothesis resembles available data.

Base-Rate Effect

A cognitive error whereby people judge the likelihood of an event by intuitive examples rather than by statistical evidence.