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Question

Details: Give an example of how Cheryl can use a strategy from Queen Latifah’s fourth Law of Confidence—Learn from the Past—to help her build her confidence at work.

Cheryl story:

Cheryl is your coworker at TelCom, a large cable and internet company. You’ve both worked there for the past two years. Cheryl started out part-time in the collections department and is now a full-time customer service representative. Despite the occasional rude or angry comments from customers, Cheryl genuinely likes helping solve the customers’ problems.

While her manager praises her for her patience and efficiency on calls, Cheryl has yet to earn the monthly sales bonus for selling customers additional services. This includes things like converting a service call into a service upgrade. Cheryl wants to earn more money and maybe move up in the company, but she feels uncomfortable and phony reciting the sales script. Whenever a customer tells Cheryl that they’re not interested in adding a premium channel or increasing their internet speed, she feels embarrassed that she even asked. She doesn’t feel confident that she can persuade enough customers to upgrade their television or internet package to ever earn the bonus. She also worries that if she doesn’t increase her sales soon, she will not be able to advance in the company and may even be fired.

Cheryl knows you’re taking this course and comes to you for advice on how she can build up her confidence at work.

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