Question 1

The variable over which service providers have little control is the emotional state of their customers.

Accepted Answer

A) True 
 B)False  True

Question 2

Paraphrasing is a key element of two-way verbal communication.

Accepted Answer

A) True 
 B)False  False

Question 3

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

Accepted Answer

A) True 
 B)False  True

Question 4

Communication is a key element during customer interactions.

Accepted Answer

A) True 
 B)False

Question 5

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 6

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

Accepted Answer

A) True 
 B)False

Question 7

As a service provider,the 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 8

Conflict always carries a negative connotation.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A)  The nonverbal cues that accompany words are unidentifiable in telephonic conversations. 
B)  Face-to-face conversation denies the opportunity to supplement the words with nonverbal cues. 
C)  Written communication has the potential for misunderstanding of words. 
D)  It is typically best to avoid face-to-face communication in an ideal world. 
A)  The nonverbal cues that accompany words are unidentifiable in telephonic conversations. 
B)  Face-to-face conversation denies the opportunity to supplement the words with nonverbal cues. 
C)  Written communication has the potential for misunderstanding of words. 
D)  It is typically best to avoid face-to-face communication in an ideal world.

Question 10

Pet peeves or hot buttons are behaviors such as ____.

Accepted Answer

A)  putting someone's call on hold without permission 
B)  using customers' last names to address them 
C)  answering the telephone promptly 
D)  exhibiting a professional service provider appearance 
A)  putting someone's call on hold without permission 
B)  using customers' last names to address them 
C)  answering the telephone promptly 
D)  exhibiting a professional service provider appearance

Question 11

Which of the following is an element of an 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 12

A communication delivered through speech or signals is known as ____.

Accepted Answer

A)  noise 
B)  message 
C)  channel 
D)  filter 
A)  noise 
B)  message 
C)  channel 
D)  filter

Question 13

Messages sent to someone through other than spoken means are called nonverbal feedback.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is most likely to cause conflict?

Accepted Answer

A)  Adequate communication 
B)  Personal styles similarities 
C)  Goals in sync with reality 
D)  Dependent outcomes 
A)  Adequate communication 
B)  Personal styles similarities 
C)  Goals in sync with reality 
D)  Dependent outcomes

Question 15

What are filters?

Accepted Answer

Filters are factors that distort or affe

Question 16

Explain the PLAN acronym and its relevance to positive communication.

Accepted Answer

To maximize the potential and create a p

Question 17

You take on the role of decoder when you initiate a message with your customer.

Accepted Answer

A) True 
 B)False

Question 18

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

Accepted Answer

A)  Encoding 
B)  Sending 
C)  Enlisting 
D)  Decoding 
A)  Encoding 
B)  Sending 
C)  Enlisting 
D)  Decoding

Question 19

Two-way communication involves ____.

Accepted Answer

A)  only a sender who is the sole contributor to the communication process 
B)  an application of all the elements of interpersonal communication 
C)  only a receiver who is the sole contributor to the communication process 
D)  transfer of information from sender to receiver that does not elicit feedback 
A)  only a sender who is the sole contributor to the communication process 
B)  an application of all the elements of interpersonal communication 
C)  only a receiver who is the sole contributor to the communication process 
D)  transfer of information from sender to receiver that does not elicit feedback

Question 20

Defusing by acknowledgment can be used in every unhappy situation with any customer.

Accepted Answer

A) True 
 B)False

The variable over which service providers have little control is the emotional state of their customers.

Paraphrasing is a key element of two-way verbal communication.

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

Communication is a key element during customer interactions.

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

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

As a service provider,the key element in making your customer interactions successful is ____.

Conflict always carries a negative connotation.

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

Pet peeves or hot buttons are behaviors such as ____.

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

A communication delivered through speech or signals is known as ____.

Messages sent to someone through other than spoken means are called nonverbal feedback.

Which of the following is most likely to cause conflict?

What are filters?

Explain the PLAN acronym and its relevance to positive communication.

You take on the role of decoder when you initiate a message with your customer.

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

Two-way communication involves ____.

Defusing by acknowledgment can be used in every unhappy situation with any customer.

The Customer Service Profession

Contributing to the Service Culture

Nonverbal Communication Skills

Listening 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 3: Verbal Communication Skills

The variable over which service providers have little control is the emotional state of their customers.

Paraphrasing is a key element of two-way verbal communication.

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

Communication is a key element during customer interactions.

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

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

As a service provider,the key element in making your customer interactions successful is ____.

Conflict always carries a negative connotation.

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

Pet peeves or hot buttons are behaviors such as ____.

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

A communication delivered through speech or signals is known as ____.

Messages sent to someone through other than spoken means are called nonverbal feedback.

Which of the following is most likely to cause conflict?

What are filters?

Explain the PLAN acronym and its relevance to positive communication.

You take on the role of decoder when you initiate a message with your customer.

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

Two-way communication involves ____.

Defusing by acknowledgment can be used in every unhappy situation with any customer.

The Customer Service Profession

Contributing to the Service Culture

Nonverbal Communication Skills

Listening Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters