Question 1

What are filters?

Accepted Answer

Filters are factors that distort or affe

Question 2

Eye contact with a customer should be made frequently and held for at least 30 seconds.

Accepted Answer

A) True 
 B)False

Question 3

The silent bond built between two people as a result of sharing common interests is called ________.

Accepted Answer

A)  rapport 
B)  conflict 
C)  noise 
D)  feedback 
A)  rapport 
B)  conflict 
C)  noise 
D)  feedback

Question 4

What is the difference between assertive and aggressive behavior?

Accepted Answer

Assertiveness can assist in solving prob

Question 5

Which of the following is an element of the PLAN guide to effective communication?

Accepted Answer

A)  Acquire new relationships. 
B)  Nurture a continuing relationship. 
C)  Limit interactions with customers. 
D)  Prevent small talk. 
A)  Acquire new relationships. 
B)  Nurture a continuing relationship. 
C)  Limit interactions with customers. 
D)  Prevent small talk.

Question 6

Which of the following is an element of the interpersonal communication model?

Accepted Answer

A)  Conflict 
B)  Aggressive service 
C)  Noise 
D)  Negative communication 
A)  Conflict 
B)  Aggressive service 
C)  Noise 
D)  Negative communication

Question 7

Which of the following is an aggressive solution for handling customer problems or service breakdowns?

Accepted Answer

A)  "You lose and I win" 
B)  "You win and I lose" 
C)  "You lose and I lose" 
D)  "You win and I win" 
A)  "You lose and I win" 
B)  "You win and I lose" 
C)  "You lose and I lose" 
D)  "You win and I win"

Question 8

All-encompassing or inclusive expressions such as always, never, and everyone are known as global terms.

Accepted Answer

A) True 
 B)False

Question 9

It is necessary to avoid using negative-sounding "you" messages as a primary means of addressing customers.

Accepted Answer

A) True 
 B)False

Question 10

Global terms are an effective way to build credibility with your customers.

Accepted Answer

A) True 
 B)False

Question 11

Projecting a presence that is assured, confident, and capable without appearing arrogant is known as your level of ________.

Accepted Answer

A)  rapport 
B)  indignation 
C)  aggressiveness 
D)  assertiveness 
A)  rapport 
B)  indignation 
C)  aggressiveness 
D)  assertiveness

Question 12

As a service provider, one key element in making your customer interactions successful is ________.

Accepted Answer

A)  to realize that you are the most important element in the situation 
B)  to communicate only with those who know you best 
C)  to recognize how you tend to communicate by asking those who know you best for feedback 
D)  to realize that everyone you know is uncomfortable with giving you feedback and may not have a different perspective 
A)  to realize that you are the most important element in the situation 
B)  to communicate only with those who know you best 
C)  to recognize how you tend to communicate by asking those who know you best for feedback 
D)  to realize that everyone you know is uncomfortable with giving you feedback and may not have a different perspective

Question 13

Describe nonverbal feedback. What are some examples of this type of feedback?

Accepted Answer

Nonverbal feedback refers to the message

Question 14

Before providing feedback, it is important to take into consideration the knowledge and skill level of the customer as part of encoding.

Accepted Answer

A) True 
 B)False

Question 15

Why is nonverbal feedback sometimes more powerful than spoken or written feedback?

Accepted Answer

A)  It is often subject to interpretation. 
B)  It is the most assertive form of feedback. 
C)  It prohibits negative feedback. 
D)  It considers distortion. 
A)  It is often subject to interpretation. 
B)  It is the most assertive form of feedback. 
C)  It prohibits negative feedback. 
D)  It considers distortion.

Question 16

Which of the following phrases is most likely to lead to a communication breakdown?

Accepted Answer

A)  "Please…" 
B)  "I appreciate…" 
C)  "Listen to me…" 
D)  "You're right…" 
A)  "Please…" 
B)  "I appreciate…" 
C)  "Listen to me…" 
D)  "You're right…"

Question 17

_____ is the foundation of effective customer service.

Accepted Answer

A)  Jargon 
B)  Two-way communication 
C)  Deferring responsibility 
D)  Paraphrasing 
A)  Jargon 
B)  Two-way communication 
C)  Deferring responsibility 
D)  Paraphrasing

Question 18

One way to demonstrate assertiveness while interacting with a customer is to ________.

Accepted Answer

A)  ask for feedback from the customer 
B)  avoid direct eye contact 
C)  use "you" statements 
D)  keep arms crossed and hands on your hips 
A)  ask for feedback from the customer 
B)  avoid direct eye contact 
C)  use "you" statements 
D)  keep arms crossed and hands on your hips

Question 19

Use "you" statements to foster understanding and cooperation with customers.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following statements is true of the problems associated with channels of communication?

Accepted Answer

A)  Nonverbal cues like inflection and tone are unidentifiable in telephonic conversations. 
B)  Face-to-face conversation denies the opportunity to supplement words with nonverbal cues. 
C)  Written communication has the potential feeling of the message being too impersonal. 
D)  It is typically best to avoid face-to-face communication in an ideal world. 
A)  Nonverbal cues like inflection and tone are unidentifiable in telephonic conversations. 
B)  Face-to-face conversation denies the opportunity to supplement words with nonverbal cues. 
C)  Written communication has the potential feeling of the message being too impersonal. 
D)  It is typically best to avoid face-to-face communication in an ideal world.

What are filters?

Eye contact with a customer should be made frequently and held for at least 30 seconds.

The silent bond built between two people as a result of sharing common interests is called ________.

What is the difference between assertive and aggressive behavior?

Which of the following is an element of the PLAN guide to effective communication?

Which of the following is an element of the interpersonal communication model?

Which of the following is an aggressive solution for handling customer problems or service breakdowns?

All-encompassing or inclusive expressions such as always, never, and everyone are known as global terms.

It is necessary to avoid using negative-sounding "you" messages as a primary means of addressing customers.

Global terms are an effective way to build credibility with your customers.

Projecting a presence that is assured, confident, and capable without appearing arrogant is known as your level of ________.

As a service provider, one key element in making your customer interactions successful is ________.

Describe nonverbal feedback. What are some examples of this type of feedback?

Before providing feedback, it is important to take into consideration the knowledge and skill level of the customer as part of encoding.

Why is nonverbal feedback sometimes more powerful than spoken or written feedback?

Which of the following phrases is most likely to lead to a communication breakdown?

_____ is the foundation of effective customer service.

One way to demonstrate assertiveness while interacting with a customer is to ________.

Use "you" statements to foster understanding and cooperation with customers.

Which of the following statements is true of the problems associated with channels of communication?

The Word of Customer Service

Contributing to the Service Culture

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters

Exam 3: Verbal Communication Skills

What are filters?

Eye contact with a customer should be made frequently and held for at least 30 seconds.

The silent bond built between two people as a result of sharing common interests is called ________.

What is the difference between assertive and aggressive behavior?

Which of the following is an element of the PLAN guide to effective communication?

Which of the following is an element of the interpersonal communication model?

Which of the following is an aggressive solution for handling customer problems or service breakdowns?

All-encompassing or inclusive expressions such as always, never, and everyone are known as global terms.

It is necessary to avoid using negative-sounding "you" messages as a primary means of addressing customers.

Global terms are an effective way to build credibility with your customers.

Projecting a presence that is assured, confident, and capable without appearing arrogant is known as your level of ________.

As a service provider, one key element in making your customer interactions successful is ________.

Describe nonverbal feedback. What are some examples of this type of feedback?

Before providing feedback, it is important to take into consideration the knowledge and skill level of the customer as part of encoding.

Why is nonverbal feedback sometimes more powerful than spoken or written feedback?

Which of the following phrases is most likely to lead to a communication breakdown?

_____ is the foundation of effective customer service.

One way to demonstrate assertiveness while interacting with a customer is to ________.

Use "you" statements to foster understanding and cooperation with customers.

Which of the following statements is true of the problems associated with channels of communication?

The Word of Customer Service

Contributing to the Service Culture

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters