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Exam 5: Listening Skills

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Question 21

Multiple Choice

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An effective listener should be _____.

A) emotionally involved
B) defensive
C) understanding
D) judgmental

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Question 22

Multiple Choice

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Because of past experiences with other customers,you may be tempted to:

A) ask customers to go to another store for service.
B) make faulty assumptions.
C) look up the credit details of all the customers you are serving.
D) view customers as a problem.

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Question 23

Multiple Choice

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_____ is the primary means that many customer service professionals use to determine the needs of their customers.

Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers.

Open-end questions establish a number of facts such as identifying customer needs,gathering a lot of information,uncovering background data,to name a few.

Give five examples of open-ended questions.

Nonverbal messages delivered via tone or body language can in no way suggest criticism.

In which of the following situations will you feel the need to refocus?

Service recovery is a crucial step in delivering quality service and remaining competitive in the twenty-first century.

_____ requires putting yourself in the customer's place and trying to relate to the customer's needs,wants,and concerns.

The best way to determine what customers want and expect is to ask them.

Congruence refers to a situation where the group means well but does not function effectively.

_____ is the primary skill most people have for gathering information.

The average white-collar worker in the United States has only about a 25 percent efficiency rate when listening. G. Nichols, who is sometimes called the father of listening, data revealed that the average white-collar worker in the United States typically has only about a 25 percent efficiency rate when listening.

In dealing with customers,try to avoid subjective opinions or judgments.

Customers specifically ask to be served by someone else is an indicator of poor listening.

The closed-end question format follows the five W's and one H used by journalists.

The last step in the listening process is comprehending or assigning meaning.

The circadian rhythm refers to the psychological 24 hour cycle associated with the earth's rotation.

Patience is not a significant factor when a language barrier or speech disability is part of a customer's situation.