Across
- 2. "Thank you for calling Merrill" is considered ______ the call
- 3. Refrain from doing this while the participant is speaking
- 5. The proper call closing consist of how many parts?
- 10. Acknowledging the participants request is a great way to demonstrate ___ ____ (hint: two words)
- 11. “Have I answered all of your questions to your ___ today?"
- 13. One way to express empathy
Down
- 1. The participant may question the information a representative is providing them if the representative is lacking
- 4. This may impact the tone of your voice while on a call
- 6. As we all know, the word "unfortunately" should not be used; try using this instead
- 7. Always thank the participant for ___
- 8. Using close-ended questions will help with call
- 9. Be sure to log _____ calls appropriately
- 12. Don't forget to offer the ____
- 14. Placing yourself in another person's position to better understand their perspective