Test The Tranquility and Support Technique

QUESTION 1: According to the text, what is the first step to calm a distressed client?

Because it forces the customer to accept the company's solution
Because it helps the client feel heard and valued, stopping emotional escalation
Because it shows that the professional agrees with the client
Because it's the fastest way to end the conversation

Because it can create a mismatch of expectations and generate even greater frustration if it is not met
Because it makes the professional look insecure
Because the client prefers to hear a negative prognosis
Because those words are prohibited in communication with clients