Gober Crossword

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Across
  1. 3. Alphabet used for easily confused letter e.g. S and F (8)
  2. 5. To signal where you are going during a conversation (7)
  3. 6. ____________ and Choice Circles help you stay in the 'Black' (14)
  4. 7. Opposite of Pessimistic (10)
  5. 9. Give this before numbers (4)
  6. 10. Part of the Wrap Up (4,4)
  7. 11. One part of the _________/Technical Circle (6)
  8. 12. This speak demonstrates urgency (5)
  9. 13. The first thing to do with a customer whether face to face or on the telephone (8)
Down
  1. 1. The final part of a conversation (4,2)
  2. 2. These words are used to demonstrate politeness (8)
  3. 4. Template for a Positive 1st Response in a complaint situation (4,4,4)
  4. 5. Not a negative 1st Response (8)
  5. 6. 'can't' and 'unfortunately' can create these (10)
  6. 8. ______________ 1 > 2 > 3 is a Positive 1st response used to deliver disappointing news (8)