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Chapter 03 Verbal Communication Skills Teresa Coronado ☺ True / False Questions1.The variable over which service providers have little control is the emotional state of their customers. 2.Communication is a key element during customer interactions. 3.The office is one of the elements in an interpersonal communication model. 4.You take on the role of decoder when you initiate a message with your customer. 5.A channel is a term used to describe the method through which people communicate messages. 6.Sometimes during decoding, how well the message was encoded determines if the message received was the one originally sent. 7.It is necessary to avoid using negative-sounding "you" messages as a primary means of addressing customers. 8.Small talk is yet another way to impose a sale on a customer and should always be avoided. 9.Paraphrasing is a key element of two-way verbal communication. 10.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.