1) What describes the prescribed or accepted code of usage regarding the professional practice as to social behavior or proprieties of conduct as established in any class or community or for any occasion? a) attitude b) etiquette 2) Being a professional agent, you should know all about the details of the product – features, warranty, etc. This refers to which skill or attitude? a) attentiveness b) knowledgeable 3) An agent is voluntarily agreeing and preparing to grow and improve his/her skills in the professional handling of calls. What attitude does he/she possess? a) knowledgeable b) willingness to learn 4) Which of the following attitude can be achieved by using positive language? a) positivity b) patience 5) Which of the following refers to the ability to understand and share the feelings of another? a) empathy b) tenacity

Module 4 - Pretest

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