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1. Why should you repeat the customer's request word for word?
To show that you are caring
To show that you are listening
To show that you are building rapport
2. Why is it important to clarify with the customer?
To make yourself appear more professional
To ensure you are working to solve the customer’s actual challenge
To ensure that the client knows exactly what they want
3. What could you say to your customer to clarify?
“So to confirm, you would like…”
“I’ll get working on this ASAP and check in with you later to see if we are getting close to what you need.”
“Is there anything else you would like?”
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