Match the PSP Term Worksheet

A direct appeal to practical reasons
Answers the question of, "Why is the customer calling?"
Answers the question, "How will we both benefit from spending this time together?"
A direct appeal to personal reasons
We use this to demonstrate empathy
Answers the question, "How will we proceed?"
"Do you own your own home?" Is an example of what kind of question?
"How do you feel about our quote process?" Is an example of what kind of question?
"Who has the best/worst service?" Is an example of what kind of question?
"In a perfect world, what would you look for in a policy?" Is an example of what kind of question?
"Would you be more specific?" Is an example of what kind of question?
"Is there anything else that you have heard about us?" Is an example of what kind of question?
Paraphrasing is a form of what kind of listening?
Using follow-up questions is a form of what kind of listening?
Note-taking is an example of what form of listening?