Exam 3: Verbal Communication Skills

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

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

Explain with examples the difference between assertive and aggressive behavior.

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

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

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

Sometimes during decoding,how well the message was encoded determines if the message received was the one originally sent.

The office is one of the elements in an interpersonal communication model.

In evaluating your customer service attributes,asking those with whom you interact regularly to give you feedback can be helpful.

Use "you" a lot,because it stresses the "you" attitude.

Dialogue that is used to enhance relationships,show civility,and build rapport is called ____.

Which of the following statements is true of feedback?

Resentment,frustration and retaliation often result when employees believe their supervisor is ____.

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

Comparing your level of assertiveness to the style appropriate for the situation is important.