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Test Substitution of direct refusals

QUESTION 1: What is the recommended tactic for serving customers when a request cannot be fulfilled?

QUESTION 2: What effect does replacing “I can’t” with “This is what I’ll do for you” have?

QUESTION 3: According to the text, how should specialists act when they do not know the exact answer on the spot?

QUESTION 4: What does demonstrating verbal proactivity and a willingness to seek alternative solutions show?

QUESTION 5: According to the text, what risk does directly admitting ignorance pose?

QUESTION 6: What is the benefit of using transitional phrases that praise the other person’s inquiry?

QUESTION 7: What should specialists avoid when reporting on actions that are impossible to execute?

QUESTION 8: What is an appropriate technique when an immediate answer is not available?

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