L.E.A.R.N. with Challenging Situations - Final Test

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Question 1 of 10

1. Question
What does L.E.A.R.N. stand for?
- Learn, Educate, Assess, Respond, Next Steps
- Listen, Empathize, Acknowledge, Repeat, Next Steps
- Learn, Educate, Accept, Respect, Negotiate
- Listen, Evaluate, Accept, Respect, Negotiate
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Question 2 of 10

2. Question
Which of the following are examples of active listening? (mark all that apply)
- Looking up the customer's account while they're talking
- Focus on customer
- Look for verbal and non verbal cues
- Take notes (let customers know)
- Asking the customer to send a screen shot of the issue
- Eye contact
- Saying "yes" or "uh huh" in between every few sentences the customer says
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Question 3 of 10

3. Question
Which of the following statements should you avoid to effectively empathize and acknowledge:
- I realize how complicated it is to…
- I realize you are upset.
- You're not alone. Lots of other customers are dealing with this same product issue.
- That sounds frustrating.
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Question 4 of 10

4. Question
Why is it important to ask clarifying questions?
- To fix problems quickly
- To identify issues for escalation
- To make sure the customer knows what they're talking about
- To make sure you understand the customer's issue or concern
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Question 5 of 10

5. Question
The most effective “repeat and reflect” approach is:
- "That was a lot of information, so I'm just going to repeat that back to you…."
- "So what I hear you saying is….; did I get that right?"
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Question 6 of 10

6. Question
Why is it important to have a plan and commit?
- To set expectations for the customer
- To establish a path toward resolution
- To provide accountability
- To have a trackable timeline/milestones
- All of the above
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Question 7 of 10

7. Question
Which of the following is NOT a reason to escalate:
- The customer asks to speak to your manager
- The customer called you a %$*&%*& idiot
- You do not have time to fix the customer's problem
- The customer is threatening to cancel their contract
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Question 8 of 10

8. Question
What is the best plan for next steps and follow through?
- Email the customer the following week when you have a solution for their support concern
- Let the customer know you will be emailing them with a detailed plan for next steps and set up CZ or SF tasks so you remember to follow up
- Call the customer every day to check in and ensure they are okay
- Thank the customer for their time and then send them a calendar invite for the following month
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Question 9 of 10

9. Question
Which is the best example of asking clarifying questions?
- When did you start to notice this issue?
- Tell me more about why this situation is causing your team to miss their targets?
- Are you able to provide a few examples of when this happened?
- All of the Above
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Question 10 of 10

10. Question
What is something you did not think about before this training, or what did you L.E.A.R.N. from this exercise?
- This response will be reviewed and graded after submission.
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L.E.A.R.N. with Challenging Situations – Final Test

L.E.A.R.N. with Challenging Situations – Final Test

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