NCTI - Retaining Customers Exam
Questions And Answers
Which best represents the following quote, "Put yourself in the
customer's shoes by trying to grasp the customer's point of view
and feeling what he or she feels"? -
correct answer ✅Empathy
What does the "P" in the "PREFER" technique stand for? -
correct answer ✅Preparing yourself mantally
What percentage of all controllable disconnects is preventable? -
correct answer ✅25%
What does the "T" stand for in the four-step process known as
"LAST"? -
correct answer ✅Taking action
Which of these is an example of a defensive phrase? -
correct answer ✅"It wasn't me you spoke with, because I would
have explained it to you."
"Stop, look and _____" is a technique that helps you identify critical
issues and details about a customer's problem. -
correct answer ✅Listen
Questions And Answers
Which best represents the following quote, "Put yourself in the
customer's shoes by trying to grasp the customer's point of view
and feeling what he or she feels"? -
correct answer ✅Empathy
What does the "P" in the "PREFER" technique stand for? -
correct answer ✅Preparing yourself mantally
What percentage of all controllable disconnects is preventable? -
correct answer ✅25%
What does the "T" stand for in the four-step process known as
"LAST"? -
correct answer ✅Taking action
Which of these is an example of a defensive phrase? -
correct answer ✅"It wasn't me you spoke with, because I would
have explained it to you."
"Stop, look and _____" is a technique that helps you identify critical
issues and details about a customer's problem. -
correct answer ✅Listen
