Exam 3: Verbal Communication Skills

You are a customer service provider. When the telephone rings, you should ________.

By asking questions, you can make customers feel as if they are a part of the conversation and get them involved as you build rapport through ongoing dialogue.

The appearance of your work area can send a powerful nonverbal message to customers.

Communication is a key element to successful customer interactions.

In reality, customers want to hear what you can do, not what you can't do.

In customer service, pet peeves or hot buttons are behaviors such as ________.

________ occurs when a customer converts messages received into familiar ideas by interpreting or assigning meaning.

A channel is the method through which people communicate messages.

Which of the following is an example of nonassertive behavior in a Western culture?

Feedback is transmitted either verbally or nonverbally.

Paraphrasing is one technique to help ensure that you have accurately received your customer's message.

The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called ________.

To deliver quality service effectively, a service provider must ________.

If a message is not encoded well, this can lead to a service breakdown and potential conflict.

When providing verbal feedback, if the customer's body language or nonverbal cues or words indicate misunderstanding, you should pause and take corrective action.

Service providers have little control over the emotional state of their customers.

Explain the PLAN acronym and its relevance to positive communication.

Good customer service requires learning to never say no, even to an unreasonable request.

Why is it important to use positive words or phrases, rather than emphasizing the negative in a customer service environment?

Small talk with a customer is yet another way to impose a sale on a customer and should always be avoided.