Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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.

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

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

Accepted Answer

A)  Talking 
B)  Listening 
C)  Writing 
D)  Researching 
A)  Talking 
B)  Listening 
C)  Writing 
D)  Researching

Question 5

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

Accepted Answer

A)  Responsiveness 
B)  Empathy 
C)  Congruence 
D)  Convergence 
A)  Responsiveness 
B)  Empathy 
C)  Congruence 
D)  Convergence

Question 6

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

Accepted Answer

A)  Historical data 
B)  Listening 
C)  Survey 
D)  Hearing 
A)  Historical data 
B)  Listening 
C)  Survey 
D)  Hearing

Question 7

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

Accepted Answer

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. 
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.

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

An effective listener should be _____.

Accepted Answer

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

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

Give five examples of open-ended questions.

Accepted Answer

Examples of open-ended questions:
• "Wha

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

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.

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

A)  You miss the game of the week on the company TV 
B)  You find yourself helping a customer make a decision after spending time explaining product information 
C)  You know you have made some good advertising displays 
D)  You answer a question incorrectly because you did not actually listen 
A)  You miss the game of the week on the company TV 
B)  You find yourself helping a customer make a decision after spending time explaining product information 
C)  You know you have made some good advertising displays 
D)  You answer a question incorrectly because you did not actually listen

Question 20

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

Accepted Answer

A) True 
 B)False

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

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.

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

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

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

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

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

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

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

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

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

An effective listener should be _____.

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

Give five examples of open-ended questions.

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

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

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

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

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

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters

Exam 5: Listening Skills

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

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.

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

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

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

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

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

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

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

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

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

An effective listener should be _____.

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

Give five examples of open-ended questions.

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

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

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

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

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

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters