Saying "We can certainly look at replacing your phone with a refurbished model" rather than saying "Unfortunately, we can't replace your
phone with a new one." is an example of
a. assertive communication
O b. escalating the interaction
O c.active listening
O d. maximizing positive language

We are saying we can do something - perhaps not what the customer wants, but it is something. That's saying what you can do, not what you won't. Answer A

You are not actively listening. You are talking. Not C

You are not being assertive. You are trying to negotiate. Not A

The second choice (escalating the interaction) would be what the second response would be doing. It's almost a rude statement. Not B

Saying "We can certainly look at replacing your phone with a refurbished model" rather than saying "Unfortunately, we can't replace your phone with a new one." is an example of a. assertive communication O b. escalating the interaction O c.active listening O d. maximizing positive language

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Saying "We can certainly look at replacing your phone with a refurbished model" rather than saying "Unfortunately, we can't replace your
phone with a new one." is an example of
a. assertive communication
O b. escalating the interaction
O c.active listening
O d. maximizing positive language