To Xfinity And Beyond Jeopardy Template

Fundamental Listening Skills	Asking Questions	Setting Expectations	Taking Ownership	Guiding the Conversation
100 Behavior and elements of speech aside from the words themselves that transmit meaning Define Verbal Cues	100 Follow up questions that ask for additional information, request the person expand on what she has said, or ask the person to go deeper. Define Probing Questions.	100 shock or dismay experienced by the potential buyers of a particular product on discovering its high or increased price. Define "Sticker Shock"	100 4 •Does the customer have multiple products with Comcast? •Does the customer have a good payment history? •Is the issue the fault of Comcast? •Is the customer exploring options with the competition? How many questions must we ask ourselves if the customer is asking us to go above and beyond like issuing a credit or expediting a tech appointment?	100 Correct! What is the importance of setting a clear agenda?
200 Listening Skills What skills can you employ to detect unstated needs?	200 Correct Give me an example of a question that Gathers Symptoms.	200 All calls On what type of call do we set expectations?	200 The beginning, middle, and end. What parts of the call are we required to take ownership in?	200 5 Reflect Verbalize Explain Check in Summary How many steps are there to guiding a conversation?
300 The act of mindfully hearing and attempting to comprehend the meaning of words spoken by another in a conversation or speech Define active listening	300 Correct Give me an example of a question that Identifies Possible Problem Causes	300 Because we want the customer to consider alternatives which are available without the “sticker shock" Why do we want to set expectations for charges before we send a technician out?	300 The customer, the company, and the agent. Name the three entities taking ownership impacts.	300 Setting a clear agenda. What is the first step to guiding the conversation?
400 A statement that shows you have thought about what the customer has told you. What is a reflective statement?	400 Correct Give me an example of a question that Identifies Possible Solutions	400 Before wrapping up and after we position a solution. When do we primarily want to set expectations on a call.	400 Specific It is important to be "_______" when taking ownership at the start of the conversation. You want to avoid phrases like “I can help you with that.”	400 Types of callers or customers. The Chatter, debater, multi-tasker and evader are all types of what?
500 Clutter Pausing is a technique that helps you remove "_______" from your mind.	500 NPS and FCR What Two stats did we go over as most influenced by our questioning?	500 Ties our products together and enhances their features What is X1?	500 Start the Call Right or SAY IT Solve the Problem or Inquiry or SHOW IT Summarize the Actions Taken - SUPPORT IT What are the three parts to taking ownership?	500 Reflect Verbalize Explain Check in Summary Name three of the 5 steps to guiding a conversation.

To Xfinity and Beyond

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