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Gaining Control: Thumbs UP or Thumbs Down online Test

I’m sorry to hear you’ve had a technical issue with us. If I can ask you a few questions to determine what happened, I can see what I can do to take care of you. We want to make sure you’re getting maximum enjoyment from our services. What exactly happened with your service?


I’d love to tell you about some of the specials we have going on right now. I’m sure we can give you the best value for your money. How much are you looking to spend?


I understand you wanting a variety of sports choices; I’m a sports fan myself. Tell you what, if I can get a little more information from you, I can make sure you are educated on all of your options. Would you like to hear about some deals we have going on?


You mentioned you are looking for ways to save money and that’s why you are (with/thinking about) Verizon. We have a deal going on right now that could help you save on your Internet and Phone services. I’d love to ask you a couple of quick questions to see if that might be a good solution to help you save money. What do you use the Internet for the most?


That’s an excellent question; I would be more than happy to discuss that with you. In order to compare our service with Verizon, I need to know more about your needs and interests. I’d like to ask you a couple of quick questions. Is saving money what’s most important to you?







Description:

For each statement provided select Thumbs Up if it is a good example of gaining control of the conversation, a good example will contain all four parts of gaining control of the converstation that was disscussed in Gaining Control of the Conversation Module. Select Thumbs Down if it is a poor statement, a poor statement is one in which one of the four parts have been left out.

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