Acknowledge!! Align!! Assure!!

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This quiz is to challenge you knowledge on how the 3 A's work in our every day job. Abc

Questions and Answers

1.

Create your best Acknowledge, Align and Assure statement for a customer that is upset because their phone wont power on.
2.

Which one of these is an acknowledgment statement?
- A.
  
  So I understand you are having issues syncing your device today?
- B.
  
  Wow, that annoying
- C.
  
  What was that?
Correct Answer
A. So I understand you are having issues syncing your device today?
3.

Which part of this statement is aligning with the customer?"So if I’m understanding you correctly you lost your device is that right? Oh no, Ive lost my phone before so I can understand how this can be frustrating. I can assure you we will do what we can to locate it or put it in lost mode okay?"
- A.
  
  I can assure you we will do what we can to locate it or put it in lost mode okay?
- B.
  
  So if I’m understanding you correctly you lost your device is that right?
- C.
  
  Oh no, Ive lost my phone before so I can understand how this can be frustrating.
Correct Answer
C. Oh no, Ive lost my phone before so I can understand how this can be frustrating.
4.

True or Fasle: You need to use the Acknowledge, Align and Assure statements in a specific order.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False
5.

Check every one that applies to alignment
- A.
  
  I am sorry to hear you phone won’t power on!
- B.
  
  I’ve had problems with that a couple times before so I understand where you are coming from.
- C.
  
  We’re going to work together to make sure your issue is resolved today
- D.
  
  We should be able to get this resolved for you today
- E.
  
  I can understand why you want to fix this I know I would
- F.
  
  I’ve dealt with this on my very own device
Correct Answer(s)
B. I’ve had problems with that a couple times before so I understand where you are coming from.
E. I can understand why you want to fix this I know I would
F. I’ve dealt with this on my very own device
6.

True or False: The 3 A's need to be used on every call
- A.
  
  True
- B.
  
  False
Correct Answer
A. True
7.

True or False: The 3 A's do not need to be used before addressing the issue the customer is having.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False
8.

Alignment is used to.....
- A.
  
  Tell the customer you are going to help them
- B.
  
  Put yourself in the customers position with the issue
- C.
  
  Find a resolution for the issue
Correct Answer
B. Put yourself in the customers position with the issue
9.

True or False: The 3 A's are the first part of the advisor palette.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True
10.

Here is the definition for what 3 A attribute"Before providing instructions or information to address the issue, the Advisor related to the customer's emotions, concerns, or circumstances."
- A.
  
  Assure
- B.
  
  Acknowledge
- C.
  
  Align
Correct Answer
C. Align
11.

Here is the definition for what 3 A attribute"Before providing instructions or information to address the issue, the Advisor demonstrated an understanding of the customer's specific situation."
- A.
  
  Assure
- B.
  
  Acknowledge
- C.
  
  Align
Correct Answer
B. Acknowledge
12.

Here is the definition for what 3 A attribute"Before providing instructions or information to address the issue, the Advisor expressed a commitment to finding a resolution."
- A.
  
  Assure
- B.
  
  Align
- C.
  
  Acknowledge
Correct Answer
A. Assure
13.

________________statements demonstrate an understanding of the customer's specific situation.

Correct Answer
Acknowledge
Acknowledgment
14.

_____________statements is a way that you let the customer know we are here to help

Correct Answer
Assure
Assurance
Assuring
15.

______________statements show that you relate to a customer's concerns or emotions

Correct Answer
Align
Alignment
Aligning

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Current Version
Aug 06, 2014

Quiz Edited by
ProProfs Editorial Team
Jul 26, 2014

Quiz Created by
Lenora342

Acknowledge!! Align!! Assure!!

Create your best Acknowledge, Align and Assure statement for a customer that is upset because their phone wont power on.

Which one of these is an acknowledgment statement?

Which part of this statement is aligning with the customer?"So if I’m understanding you correctly you lost your device is that right? Oh no, Ive lost my phone before so I can understand how this can be frustrating. I can assure you we will do what we can to locate it or put it in lost mode okay?"

True or Fasle: You need to use the Acknowledge, Align and Assure statements in a specific order.

Check every one that applies to alignment

True or False: The 3 A's need to be used on every call

True or False: The 3 A's do not need to be used before addressing the issue the customer is having.

Alignment is used to.....

True or False: The 3 A's are the first part of the advisor palette.

Here is the definition for what 3 A attribute"Before providing instructions or information to address the issue, the Advisor related to the customer's emotions, concerns, or circumstances."

Here is the definition for what 3 A attribute"Before providing instructions or information to address the issue, the Advisor demonstrated an understanding of the customer's specific situation."

Here is the definition for what 3 A attribute"Before providing instructions or information to address the issue, the Advisor expressed a commitment to finding a resolution."

________________statements demonstrate an understanding of the customer's specific situation.

_____________statements is a way that you let the customer know we are here to help

______________statements show that you relate to a customer's concerns or emotions