In Customer Service, a Predetermined Dialogue That States How to Respond

question 11

True/False

In customer service, a predetermined dialogue that states how to respond to common problems is called a script.

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Definitions:

Pique Technique

Influence technique in which one captures people’s attention, as by making a novel request.

Foot-in-the-door Technique

A persuasion strategy where one starts with a small request to increase the likelihood of agreement to a larger request later.

Low-ball Technique

A persuasion strategy where an initially favorable deal is changed to less favorable terms after agreement.

Commitment and Consistency

The tendency for individuals to align their attitudes, beliefs, and behaviors with their previous decisions and actions to appear consistent to themselves and others.