1) What do you think could happen if we don't know how to stay calm and maintain positive positioning? a) The selling partner will get angry really fast. b) The selling partner might think we cannot help him. c) The case may result in an escalation process. d) We will forget the selling partner after our difficult conversation. e) We won't be able to solve the selling partner's concern. 2) It is not possible for us to always give the selling partners the answer they are looking for, however we can deliver the response in a way they understand the situation and don't get upset about it. a) True. b) False. 3) Which of the following are things that we can do during a difficult conversation to help us handle the situation as good as possible? a) Explains policy in a way that helps the SP understand the reason the request cannot be met. b) Own the call or take ownership of the situation (sound confident). c) Stay calm and handle the path of the conversation. d) Explains policy in a way that helps thTake your time to ensure all the concerns are solved correctly. e) All previous options. 4) Which of the following are a must not to do during a difficult conversation? a) Delivers difficult news with a negative tone that is devoid of empathy b) Keep the selling partner informed about your findings at anytime c) States policy without acknowledging the impact on the SP d) Places blame or suggests lack of SP’s competency e) Listen actively to the selling partner explanation of the issue 5) Which of the following phrases demonstrate positive position? a) Thank you for providing the information related to ASIN [details] which is restricted due to product safety compliance. While you were hoping to address this today, as per policy it is a requisite for sellers meeting all the regulations for the marketplace in which they are selling prior to listing the product. To help us verify the ASIN can be reinstated, we kindly ask for the following: [documents/details]. b) We have completed our review and have concluded that your brand does not meet our criteria for approval. During the course of our investigation, we found that the brand you submitted for review may be misusing another brand’s intellectual property rights. This brand name cannot be approved for use on Amazon. c) According to [specific] Amazon policy, in order to verify ASIN, we need you to provide [documents]. d) After reviewing your case, the changes you request are not possible to make due to the fact that the listing belongs to another Selling Partner. We appreciate and understand that you wished for us to make the changes for you; however, only the brand owner has the option to make those changes to the product description. Please send your request directly to the brand owner so the product description can be modified. If you need any additional assistance with this, please let us know.

Maintain positive positioning

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