Exam 4: Nonverbal Communication Skills

Which of the following is most likely to damage the customer-provider relationship?

Although changes in voice tone add vocal variety to messages, they do not affect interpretation of meaning.

A service provider must get back to a customer and renegotiate if the deadlines or agreed-upon terms can't be met.

Acceptable rules, manners, and ceremonies for an organization, profession, or society are known as ________.

Verbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals.

Which of the following is a problem associated with nonverbal cues?

The process of clarifying a nonverbal cue that was received by stating what behavior was observed, giving one or two possible interpretations, and then asking the message sender for clarification is called ________.

Standing up when customers arrive or approach is an indicator of a customer-focused behavior.

When they are not attentive, service providers miss important vocal and visual clues related to customer feelings.

What is the editorial eyebrow?

Offering customers something to drink when they come to your office, or if they are attending lengthy meetings, is appropriate.

If service is going to be delayed or take longer than planned, it is best to ________.

Pitch, volume, rate, quality, articulation, and other attributes are known as ________.

Nonverbal factors that also influence a customer's perception, such as ________, are examples of miscellaneous cues.

Generally speaking, males learn nurturing and relationship skills early, whereas females approach life from a more aggressive and competitive stance.

Time allocation refers to the amount of attention given to a person or project.

As a service provider, one way to show you respect customers and are eager to assist as they approach is to ________.

Hundreds of years ago, a handshake was used in many cultures to determine whether a person was holding a weapon.

Which of the following is an example of negative nonverbal behavior?

When in doubt about your message meaning, people tend to believe the words spoken out loud.