Memory Game Rate Objections: Soft SkillsOnline version Rate Objections: Soft Skills Memory Game by Danielle Wilkes A customer continually interrupts you. You wait then assure the customer you can meet their needs and redirect the conversation toward a solution. Example of Empathizing A customer is crying on the call due to the addition of a PCI fee. You respond by telling the customer they need to take an SAQ to remove the fee. A merchant's business is in your hometown. You tell the merchant you are from there and ask if they've always lived there/moved/etc. To manage difficult conversations, you must... A merchant has multiple increases on their account. You do not clarify which increases the customer would like to address before offering a solution. Example of NOT Taking Ownership Example of NOT Communicating Clearly Stay present, attentive, and engaged during difficult conversations so that you can achieve the results the customer is looking for. Example of Taking Ownership Example of Creating a Connection A customer is continually interrupting. You wait so long after the customer has finished speaking to respond that they ask if you're still there. Example of NOT Actively Listening Example of Active Listening Listen, clarify, empathize, take ownership, and connect with the customer. The customer is talking about their daughter's wedding and the costs of the dress and caterer. You do not respond to any of their personal comments. Example of Communicating Clearly Example of NOT Empathizing Example of NOT Creating a Connection You minimize your team chat threads and email while on a call. You ask questions to understand the issue when a customer says they're paying for a terminal that doesn't work. You assure an upset customer that you understand and proactively address questions you think they may have as you discuss their rates. Soft skills help you to... You are online shopping while on a call with a customer.
New game