1) Why do you think is important to build a trust relationship with our sellers during every interaction? a) To make them feel comfortable and safe with our resolutions to their issues. b) To prevent any negative attitudes that may lead to a difficult conversation. c) To reduce awkward silence. d) To request them a positive escalation after the contact. e) To make them end the contact even if the resolution provided is not correct. 2) Building rapport is only implemented within our job environment and not in our personal life. a) True. b) False. 3) Which of the following options is NOT something that we need to avoid while trying to build rapport with our sellers? a) Stay silent during more than 2 minutes. b) Answer the seller after his speech ends. c) Use sensitive topics to avoid misunderstandings and possible conflicts. d) Request feedback from the seller and acknowledge his/her concerns. e) Use hold during the call. 4) Which of the following phrases are something that we can use to build rapport during a conversation? a) “I’ll run through this as quickly as I can for you, Mr Buyer” b) “Is there anything that you’d like me to explain?” c) “I realize that this situation is difficult, but let’s try and find a solution...” d) "There is nothing we can do about this..." e) "I get that you may be frustrated but we have a policy that must be followed..." 5) Taking ownership of the issue and show empathy with the seller's concern are two of the most important behaviors while trying to build a trust relationship. a) True. b) False.

Personalized Rapport Quiz

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