Which Three Suggestions Are Best for Dealing with Customers on the Phone

question 46

Multiple Choice

Which three suggestions are best for dealing with customers on the phone?

• A) Avoid a condescending tone.
• B) Speak louder than you would if they were in person.
• C) Hang up on them if they swear at you.
• D) Use hand gestures for effectiveness. Even though they can't see, the results will be heard in your tone.
• E) Use active listening skills.
• F) When giving directions to them, use a level slightly lower than their skill level to ensure they comply.
• G) Avoid using technical acronyms.

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Definitions:

Marginal Cost

The incremental cost of manufacturing one more unit of a product or service.

Marginal Benefit

The enhanced satisfaction or advantage experienced from the consumption of one extra unit of a product or service.

Economic Perspective

A viewpoint that analyzes individuals' decisions based on costs, benefits, and rational self-interest within the framework of scarcity and resource allocation.

Economizing Problem

The fundamental economic issue of meeting unlimited wants with limited resources, necessitating choices and priorities in resource allocation.