Froggy Jumps Soft Skills ChallengeVersion en ligne Test your knowledge of soft skills with this fun true and false quiz! par Brandon Cruz 1 True or False: Soft skills are more important than technical skills in the workplace. a Depends on the job b False c True 2 True or False: Communication is a key soft skill. a False b Only when I want to! c True 3 True or False: Showing empathy means acknowledging the merchant's frustration and expressing understanding, even if you can’t solve their issue immediately. a Huh? b True c False 4 True or False: Active listening includes repeating back the merchant’s concerns in your own words to confirm understanding. a True b Nope I do not need to listen c False 5 Which of the following best demonstrates empathy when a merchant is frustrated with their SkyTab? a “I understand how frustrating that must be. Let’s work through it together.” b “Let’s just get this fixed.” c Only when the merchant is crying 6 Which phrase reflects poor use of empathy? a “You should have known how to do this.” b “I know this can be frustrating.” c I got you and understand you! 7 What is a key element of active listening? a Interrupting to get to the point faster b Paraphrasing the merchant’s concerns for clarity c Putting the merchant on hold immediately 8 What is the result of interrupting a merchant while they are explaining their PC issue? a They may feel dismissed or disrespected b They will focus better c I have no clue bro! 9 Why is it important to avoid multitasking while the merchant is speaking? a It makes the system crash b It can lead to missing important details and shows lack of attention c Only for leaders 10 How does allowing the merchant to fully express their issue help? a It gives them control of the call b It helps build trust and ensures all concerns are addressed c It wastes less time 11 Which of the following is an example of a good clarifying question? a “Why didn’t you fix this earlier?” b They need to clarify to me! c “Could you walk me through the steps you took before the error appeared?” 12 When asking clarifying questions, it’s important to: a Use simple and respectful language that the merchant can understand b Keep guessing until you get it right c “Just give it a minute and it’ll work.”
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