Which of the Following Is a Good Practice When Working

question 18

Multiple Choice

Which of the following is a good practice when working with an overly confident user over the phone?

• A) compliment the user's knowledge, insight, and experience
• B) keep the conversation moving to place the user at a disadvantage
• C) point out the customer's mistakes to shake their confidence
• D) use technical jargon that matches or exceeds the customer's use of jargon

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Definitions:

Smoking Cigarettes

The act of inhaling and exhaling the smoke produced by burning tobacco in rolled paper.

Critical Thinking

A way of evaluating the claims and comments of other people that involves skepticism and examination of evidence.

Reinforcement

In behavioral psychology, a consequence applied that will strengthen an organism's future behavior whenever that behavior is preceded by a specific antecedent stimulus.

Introspection

The examination of one's own thoughts, feelings, and sensations as a means of personal reflection or psychological analysis.