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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