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1. 
What are some of the signs that you may need to use a sales strategy? (Check all that apply)
A.
Who are you?
B.
Is this a scam?
C.
I don't remember signing up!
D.
I was completing a survey.
E.
I did not authorize this
F.
I need to locate my bank balance
2. 
What are the critical 1st steps when you've answered the call? (check all that apply)
A.
Don't panic
B.
Respond immediately
C.
Get personal really fast
D.
Be sincere and Be likeable
E.
Listen and Learn
F.
If you know basically what they want, stop them and get information to locate the acount.
3. 
A delayed response to questions in your call opening can indicate. (check all that apply)
A.
You're lack of confidence
B.
You're sense of panic
C.
Insincerity and not listening
D.
Perceived as rude behavior
4. 
Choose the best Acknowledge Statements. (check all that apply)
A.
I realize this is a difficult situation let's try and find a solution
B.
Now that I'm aware of the situation, I will absolutely try my best to fix this for you!
C.
I'm sorry to hear that you want to cancel!
D.
I'm sorry you're having this problem, let's see if there's anything we can do to help your situation
E.
Are you sure you wanna cancel
F.
I understand you'd like to cancel today
5. 
Choose the best Assurance Statements. (check all that apply)
A.
I will absolutely try my best to assist you today!
B.
Now that I understand what the problem is I will absolutely help you get this situation taken care of!
C.
Well I can help you with that
D.
You've called the right place
E.
Let's get to the bottom of this
F.
I'd be happy to help you with this