FREE RIBO Customer Service and Sales Skills Test 1

Question 1

What are the common reasons customers object?

Accepted Answer

Lack of Knowledge, Specific warranted concern, Hidden agenda, Perception issue, Not be clear about their interests

Answer

Customer objections commonly arise from a combination of factors including a lack of knowledge about the product, specific warranted concerns about its suitability, hidden agendas or unstated issues, perception issues based on prior experiences or biases, and not being clear about their own interests or needs. Addressing these underlying reasons is key to overcoming objections.

Question 2

When a customer puts an objection in front of you, you should _____________.

Accepted Answer

Thank them

Answer

When a customer presents an objection, you should thank them. This acknowledges their engagement, shows respect for their perspective, and creates a more open and positive environment for discussion. Thanking them helps to de-escalate any tension and encourages the customer to elaborate, providing valuable insight into their concerns.

Question 3

______________ is a way to connect with your customer on a personal level.

Accepted Answer

Empathy

Answer

Empathy is a powerful way to connect with your customer on a personal level. It involves understanding and sharing their feelings, putting yourself in their shoes, and acknowledging their situation. Demonstrating empathy builds trust and rapport, making the customer feel heard, valued, and understood, which is crucial for positive interactions.

Question 4

Good customer discovery always focuses on asking __________________.

Accepted Answer

Open ended questions

Answer

Good customer discovery always focuses on asking open-ended questions. These types of questions encourage customers to provide detailed, thoughtful responses rather than simple 'yes' or 'no' answers. This approach helps uncover their true needs, challenges, and motivations, leading to a deeper understanding and more effective solutions.

Question 5

If at anytime you don't understand something, ask the customer  ___________.

Accepted Answer

To clarify

Answer

If at any time you don't understand something, you should ask the customer to clarify. This ensures that you accurately grasp their meaning, prevents misunderstandings, and demonstrates that you are actively listening and committed to understanding their needs. It's a crucial step in effective and respectful communication.

RIBO - Registered Insurance Broker of Ontario Practice Test

RIBO - Registered Insurance Broker of Ontario Practice Test

FREE RIBO Customer Service and Sales Skills Test 1