Question 1

_____ is often displayed through nonverbal cues (nodding or cocking of the head to one side or the other,smiling,or using paralanguage).

Accepted Answer

A)   Empathy
B)   Patience
C)   Attentiveness
D)   Objectivity C

Question 2

In communication _____ relates to ensuring that verbal messages sent match or are in agreement with the nonverbal cues used.

Accepted Answer

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

Question 3

Individual characteristics or qualities you have may get in the way of listening effectively to a customer.

Accepted Answer

A) True 
 B)False  True

Question 4

What is the last phase of the listening process?

Accepted Answer

A)   Comprehending
B)   Attending
C)   Hearing
D)   Responding

Question 5

_____ is especially important when a language barrier or speech disability is part of a customer's situation.

Accepted Answer

A)   Patience
B)   Objectivity
C)   Being defensive
D)   Being emotionally involved

Question 6

The first phase in active listening is hearing or receiving the message.

Accepted Answer

A) True 
 B)False

Question 7

One cannot talk and actively listen at the same time.

Accepted Answer

A) True 
 B)False

Question 8

Describe the four steps in the listening process.

Accepted Answer

The answer of Describe the four steps in the listening...

Question 9

When a customer calls to complain about a problem,often he or she has already taken unsuccessful steps to solve it.

Accepted Answer

A) True 
 B)False

Question 10

Zig Ziglar is sometimes called the father of 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 11

Positive approaches to listening to a customer include:

Accepted Answer

A)   focusing on one or two details.
B)   rushing a customer who seems to be processing information.
C)   turning off noisy equipment, facing the person, making eye contact and smiling.
D)   pushing a customer to make a decision after you have spent time presenting product information.

Question 12

Many companies offer programs to help employees deal with personal and performance issues.These programs are often called ____.

Accepted Answer

A)   the cafeteria blend
B)   employee assistance programs
C)   employee relations group help
D)   the listening gap

Question 13

When you are ill,fatigued,in poor physical condition,or not feeling well,listening can suffer.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is a personal obstacle that can cause listening breakdown?

Accepted Answer

A)   Physical barriers
B)   Ringing phones
C)   Information overload
D)   Hearing loss

Question 15

Which of the following statements is true of listening?

Accepted Answer

A)   It is a passive physiological process of receiving sound waves and transmitting them to the brain, where they are analyzed.
B)   It is synonymous with hearing.
C)   Research has revealed that the average white-collar worker in the United States typically has more than 50 percent efficiency rate when listening.
D)   It is the primary means that many customer service professionals use to determine the needs of their customers.

Question 16

The brain can comprehend messages delivered at:

Accepted Answer

A)   the speed of sound.
B)   rates of about 125 words per minute.
C)   speeds four to six times faster than the average speaking rate.
D)   speeds that rarely exceed 150 words per minute.

Question 17

The circadian rhythm is not applicable to all people.

Accepted Answer

A) True 
 B)False

Question 18

_____ is the phase of the listening process in which a listener focuses on a specific sound or message being received from the environment.

Accepted Answer

A)   Hearing
B)   Attending
C)   Comprehending
D)   Responding

Question 19

The situation of a listener being bombarded with data from many sources is often called ____.

Accepted Answer

A)   information stress
B)   information overload
C)   environmental protection
D)   mind warp

Question 20

Why is listening important?

Accepted Answer

The answer of Why is listening important?...

Exam 5: Listening Skills

_____ is often displayed through nonverbal cues (nodding or cocking of the head to one side or the other,smiling,or using paralanguage) .

In communication _____ relates to ensuring that verbal messages sent match or are in agreement with the nonverbal cues used.

Individual characteristics or qualities you have may get in the way of listening effectively to a customer.

What is the last phase of the listening process?

_____ is especially important when a language barrier or speech disability is part of a customer's situation.

The first phase in active listening is hearing or receiving the message.

One cannot talk and actively listen at the same time.

Describe the four steps in the listening process.

When a customer calls to complain about a problem,often he or she has already taken unsuccessful steps to solve it.

Zig Ziglar is sometimes called the father of 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.

Positive approaches to listening to a customer include:

Many companies offer programs to help employees deal with personal and performance issues.These programs are often called ____.

When you are ill,fatigued,in poor physical condition,or not feeling well,listening can suffer.

Which of the following is a personal obstacle that can cause listening breakdown?

Which of the following statements is true of listening?

The brain can comprehend messages delivered at:

The circadian rhythm is not applicable to all people.

_____ is the phase of the listening process in which a listener focuses on a specific sound or message being received from the environment.

The situation of a listener being bombarded with data from many sources is often called ____.

Why is listening important?