Team 1
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Team 2
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Teams
Name
Score
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lifesaver
Give 20 points!
Oops!
×
shark
Other team loses 15 points!
Okay!
×
fairy
Take points!
5
10
15
20
25
×
thief
Give points!
5
10
15
20
25
15
×
How does staying calm contribute to the de-escalation process?
It impresses the management
It reduces the need for customer feedback
It helps steer the conversation towards positive resolutions
It shortens the conversation time
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15
×
What is the expected outcome of agents mastering de-escalation techniques?
Increasing the number of escalated calls
Effectively managing and resolving customer concerns calmly
Focusing on product features only
Avoiding any difficult conversations
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15
×
What should agents do after identifying emotional cues from customers?
Follow up with a standardized script
Report the cues to their supervisor
Respond appropriately to those cues
Ignore the cues if they are negative
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15
×
What is the purpose of practicing identifying emotional cues from customers?
To respond appropriately to customers' emotions
To make the conversation more dramatic
To increase sales through emotional manipulation
To disregard the emotions and stick to facts
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15
×
How can Home Depot agents demonstrate the value of customer interactions?
By offering discounts on products
By aligning conversations with the narrative
By promoting only new products
By limiting conversation time
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15
×
Which of the following customer scenarios is NOT one of the four introduced in the exercise?
Frustrated Customer
Excited Customer
Anxious Customer
Angry Customer
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×
eraser
Reset score!
Oops!
×
magnet
Take 15 points!
Okay!
×
shark
Other team loses 10 points!
Okay!
×
baam
Lose 25 points!
Oops!
×
baam
Lose 10 points!
Oops!
×
fairy
Take points!
5
10
15
20
25
×
fairy
Take points!
5
10
15
20
25
×
lifesaver
Give 25 points!
Oops!
15
×
How does the practice of identifying emotional cues from customers help Home Depot agents?
It enables them to provide a better customer experience
It allows them to dismiss irrelevant customer feedback
It helps them focus solely on product features
It guides them to rely on automated responses
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15
×
What is an indicator of success for an agent?
Positive customer feedback and resolved project outcomes
Number of hours worked
Quantity of products sold
Perfect attendance
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×
thief
Give points!
5
10
15
20
25
×
fairy
Take points!
5
10
15
20
25
×
gift
Win 10 points!
Okay!
×
baam
Lose 20 points!
Oops!
15
×
What is the result of effectively de-escalating a customer?
Maintaining a positive brand image and customer satisfaction
Decreasing time spent on the phone
Reducing the variety of products offered
Increasing the service provider's stress
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15
×
How will the effectiveness of recognizing customer cues be assessed?
By comparing with competitors
By conducting a written test
By reviewing call recordings for adaptability
By agents' self-assessment
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15
×
How should agents inform customers about Home Depot’s resources and services?
By only discussing during complaints
By posting on social media
By sending out generic emails
By aligning this information with the customers' needs
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15
×
What is a sign of an agent embodying Home Depot’s commitment to excellent customer service?
Finishing calls as quickly as possible
Working independently without teamwork
Fostering an environment that promotes excellent service
Avoiding complicated customer issues
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