EMAIL FAIL Question Preview (ID: 56291)
Communication Through Email.
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Which of these questions will encourage the speaker to provide more information?
a) What?
b) Can you tell me more?
c) Are you speaking English?
d) Can you repeat that from the beginning?
Which of the following is NOT a reflective listening phrase?
a) You are not hearing me.
b) It sounds like you're annoyed because you've been on hold a long time.
c) I'm hearing frustration because you have contacted our office twice and have not received a return call.
d) You seem to be saying that you paid your insurance premium and you want to know what happened to your payment.
What are the two key questions to identify prior to starting an email or phone call?
a) Who is my audience and what is the purpose of the call or email?
b) What is the date of the meeting and who is attending?
c) What is a deductible and what is a limit of insurance?
d) What is the client's name and how long has he been in business?
Which answer below is an example of an email fail?
a) Short and to the point
b) A lot of white space
c) Subject line states the purpose of the email
d) The main topic of the email is buried in the 4th paragraph
When do you need to send a secure email?
a) When the email contains personaly identifiable information
b) When the email is more than 5 pages long
c) When the email is confidential
d) When the email is going to a bank
Which one of these is NOT an appropriate way to build a relationship with a customer?
a) Send a handwritten card occasionally
b) Send a birthday email
c) Remember client's favorite local team
d) Contact the client once a year to collect payment
Which one of these is NOT a method of listening for understanding
a) Refrain from interrupting
b) Finish the speaker's sentence before he does
c) Listen for understanding not response
d) Ask qustions
What do you need to know about your audience before you call or email?
a) What is their level of insurance understanding?
b) Are they a big customer or a small customer?
c) Have they been a longtime customer with the agency?
d) What is their preferred method of communication?
When is it more appropriate to meet by video or in person then email?
a) You need a signature on a document
b) The client is unhappy with something you have done
c) The client prefers email
d) The client sent you an email and requested a quick response
What are the two things that personal lines and commercial lines CSRs will both do
a) Know their clients' names and dates of birth
b) Send flowers and handwritten cards
c) Solve problems and alleviate stress
d) Make coffee and water the plants
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