Customer Service Objection Mastery

Froggy Jumps

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About this activity

Boost CS skills with quick questions.

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Francisco

United States

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Froggy Jumps Customer Service Objection MasteryOnline version Boost CS skills with quick questions. by Francisco 1 What percentage of customers quit due to a bad experience? a 86% b 62% c 78% 2 How much do US companies lose annually from poor service? a $62 million b $12 million c $620 million 3 How many positive experiences offset one negative? a 3 b 5 c 12 4 What percent would return after a mistake if service is excellent? a 60% b 78% c 50% 5 What is an objection? a A challenge or disagreement b A question c A compliment 6 NOT a common reason for objections? a Agreement b Cost c Time 7 What should you do first when a patient objects? a Transfer the call b End the call c Acknowledge the concern 8 Example of polite persistence? a Let’s move forward… b How about we try this… c That’s not my job. 9 A good call-to-action phrase? a Let's get started… b Maybe later… c I’ll think about it… 10 Best response to 'I feel fine, I don’t need this'? a Okay, goodbye. b I understand that. This is a preventative service to keep you feeling well. c Let’s move forward anyway.

Froggy Jumps

Customer Service Objection MasteryOnline version

Boost CS skills with quick questions.

by Francisco

What percentage of customers quit due to a bad experience?

86%

62%

78%

How much do US companies lose annually from poor service?

$62 million

$12 million

$620 million

How many positive experiences offset one negative?

What percent would return after a mistake if service is excellent?

60%

78%

50%

What is an objection?

A challenge or disagreement

A question

A compliment

NOT a common reason for objections?

Agreement

Cost

Time

What should you do first when a patient objects?

Transfer the call

End the call

Acknowledge the concern

Example of polite persistence?

Let’s move forward…

How about we try this…

That’s not my job.

A good call-to-action phrase?

Let's get started…

Maybe later…

I’ll think about it…

Best response to 'I feel fine, I don’t need this'?

Okay, goodbye.

I understand that. This is a preventative service to keep you feeling well.

Let’s move forward anyway.

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Customer Service Objection Mastery

Froggy Jumps

About this activity

Created by

Download the paper version to play

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Customer Service Objection MasteryOnline version

by Francisco

What percentage of customers quit due to a bad experience?

How much do US companies lose annually from poor service?

How many positive experiences offset one negative?

What percent would return after a mistake if service is excellent?

What is an objection?

NOT a common reason for objections?

What should you do first when a patient objects?

Example of polite persistence?

A good call-to-action phrase?

Best response to 'I feel fine, I don’t need this'?

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