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Online Business Management Certification
Online Business Management Overview
Welcome!
Online Business Management
Module 1: Website Design & Development
Web Design & Development Overview
Lesson #1: SEO
Lesson #1 QUIZ SEO
Lesson #2: Mobile Optimization
Lesson #2 QUIZ
Lesson #3: Development
Lesson #3 QUIZ
Lesson #4: Web Testing
Lesson #4 QUIZ
Module 2: Marketing & Sales
Marketing & Sales Overview
Lesson #1: Content Marketing
Lesson #1 QUIZ
Lesson #2: Social Media Marketing
Lesson #2 QUIZ
Lesson #3: Email Marketing
Lesson #3 QUIZ
Lesson #4: Lead Nurturing
Lesson #4 QUIZ
Lesson #5: Objections & Closing
Lesson #5 QUIZ
Module 3: Excelling Customer Support
Customer Support Overview
Lesson #1: Value of Customer
Lesson #1 QUIZ
Lesson #2: Timely & Responsive Communication
Lesson #2 QUIZ
Lesson #3: Above & Beyond
Lesson #3 QUIZ
Lesson #4: Dealing with Difficult Clients
Lesson #4 QUIZ
Lesson #5: Collecting Feedback & Making Improvements
Lesson #5 QUIZ
Module 4: Financial Management
Lesson #1: Tracking
Lesson #1 QUIZ
Lesso #2: Ugh...Budgeting
Lesson #2 QUIZ
Lesson #3: Cash FLow
Lesson #3 QUIZ
Lesson #4: Tax Time
Lesson #4 QUIZ
Lesson #4 QUIZ
What's the first step to deal with difficult clients as an online business manager?
*
a) Panic
b) Remain calm and composed
c) Scream at the client
Why is it important to listen to your client's concerns?
*
a) To show off your listening skills
b) To understand where they're coming from
c) To interrupt them with your own ideas
How should you respond to difficult clients?
*
a) In a rude and unprofessional manner
b) In a polite and professional manner
c) In a sarcastic and mocking manner
How can humor help when dealing with difficult clients?
*
a) By making them feel worse
b) By lightening the mood
c) By making them angry
What should you do if a client asks for something outside your scope of work?
*
a) Agree to do it anyway
b) Be honest and upfront with them
c) Ignore the request
When should you walk away from a difficult client?
*
a) Always
b) If they refuse to pay
c) If they are constantly causing problems and it's not worth the stress
What should you do if a client is being unreasonable?
*
a) Argue with them
b) Address their concerns while keeping the conversation on track
c) Ignore them
How should you respond if a client is venting their frustrations?
*
a) Interrupt them and change the subject
b) Let them vent and take notes of their concerns
c) Tell them to stop whining
Is it okay to use humor when dealing with difficult clients?
*
a) Yes, as long as it's appropriate and won't offend the client
b) No, never
c) Only if the client is also funny
What should you remind yourself when dealing with difficult clients?
*
a) You're not paid enough for this
b) You're a professional and you've got this
c) This is why you hate your job
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