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Pre-training Mystery Shopping Activity

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Welcome to your Pre-training Mystery Shopping Activity

1. Greeting

2. Friendliness

3. Overall Attitude

4. Politeness

5. Energy Level/Enthusiasm

6. Controlling the call

7. Product/service knowledge

8. On a scale from 1 to 10 how likely is it that you would recommend this agent to a friend, Family member or a colleague?

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cope under
pressure? .

Are You A
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Forward looking, or
Stuck in a time
warp?

How content
are you?
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How soft-centred
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Find Out
Your Leadership
Style

How
Emotionally intelligent are You ?

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