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54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

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Passive, Average, orProactive:Which are you?

Take the Telephone Doctor’s 1-Minute Quiz and Find Out

Read the scenarios below and ask yourself “Which type am I?”

1.   The customer says (either on the phone or in person): “Tell you what…I’ve decided not to take the blue widget.”

Answer from a passive person: “OK, thanks.”

Customer feels nothing.

2.   The customer says (either on the phone or in person): “Tell you what…I’ve decided not to take the blue widget.”

Answer from an average person: “Are you sure?”

Customer feels slighted.

3.   The customer says (either on the phone or in person): “Tell you what…I’ve decided not to take the blue widget.”

Answer from a proactive person: “Wow! Sorry to hear that. Are you aware there’s a widget maker that ...

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