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Which of the following best describes the role of an HD Liaison?
A salesperson who upsells products to customers
A person responsible for training new employees
A technical support specialist for internal systems
Someone who embodies the company values
What is the purpose of the group expectations set at the beginning of the week?
To create a productive learning environment
To ensure everyone knows the schedule
To assign daily tasks to each participant
To review the previous week's performance
What should you do if you encounter a technical issue while using Avaya Desktop Agent?
Log off and log back in
Call IT support immediately
Ignore it and continue working
Report the issue to your supervisor and follow guidance
What is a key reason to use active listening when talking to a customer?
To ensure you fully understand the customer's needs
To prepare your next response while the customer speaks
To avoid having to ask follow-up questions
To fill silence during the call
In the CLEAR model, what does the "A" stand for?
Assist
Act
Anticipate
Analyze
What was the purpose of the Great Note-Taking Challenge?
Clear note-taking is important talking to customers
To capture all information given by customers
What should you do if you don't understand a customer's concern during a call?
Ask them to repeat their concern
Guess what the issue might be
Politely clarify and ask follow-up questions
Apologize and transfer the call immediately
Which of the following is a key component of critical thinking as a Home Depot associate?
Always escalating difficult calls
Gathering and analyzing relevant information
Memorizing product codes
Reading the script word-for-word
