Who wants to be the C-Factor champion?

5 Steps to Customer Excellence

START

GOODLUCK!

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Priming

Empathy Gap

Ambiguity aversion

Authority Bias

The road is blocked, you still proceed to pass by that road. Consequently, the cop catches you for entering a no entry road and insists you do not use this route. Under which category of c-factor does the cop fall?

WRONG!

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Empathy Gap

Ambiguity aversion

Authority Bias

Power of because

When one of your team members is unwell, is experiencing vomiting and unable to eat, you offer to purchase a lemon soda for them. Which C-factor category would you fall under?

WRONG!

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RIGHT!

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Power of because

Ambiguity aversion

Authority bias

Empathy Gap

You visit a hospital for a doctor’s appointment. The nurse asks the patient to wait for2 hours as the doctor is attending an urgent operation. Under which C-factor does the patient fall?

WRONG!

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RIGHT!

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Anchoring

Power of because

Ambiguity aversion

Concretisation

You’re in the queue to buy some medicines when a pregnant lady requests you if she can go ahead and buy her medicines. You ask her why she wants to go ahead. She tells you she’s pregnant and can’t stand for long periods of time. Under what category does this pregnant lady fall, given the C-factor?

WRONG!

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RIGHT!

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Empathy Gap

Ambiguity aversion

Power of because

Concretisation

You're planning to buy a house and your agent shows you a property that is close to the airport. However, this is not the requirement you have. Instead, you need a place with nearby markets and public transportation. Which C-factor do you fall into?

WRONG!

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RIGHT!

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Wrong answer

Wrong answer

Right answer

Wrong answer

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WRONG!

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RIGHT!

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Wrong answer

Wrong answer

Right answer

Wrong answer

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WRONG!

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RIGHT!

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Wrong answer

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WRONG!

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Wrong answer

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WRONG!

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RIGHT!

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10

Wrong answer

Wrong answer

Right answer

Wrong answer

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WRONG!

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START OVER?

BACK

WELL DONE!

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YOU WIN!