Face-to-face conversation denies the opportunity to
supplement the words with nonverbal cues.
Written communication has the potential for
misunderstanding of words.
It is typically best to avoid face-to-face communication in an
ideal world.
Question 12
1 out of 1 points
Pet peeves or hot buttons are behaviors such as ____.
Selected
Answer:
putting someone's call on hold without
permission
Answers:
putting someone's call on hold without
permission
using customers' last names to address
them
answering the telephone promptly
exhibiting a professional service provider
appearance
Question 13
1 out of 1 points
You are a customer service provider. When the telephone rings ____.
Selected
Answer:
clear your head, focus on the telephone and answer
professionally and cheerfully
Answers:
wait at least 5 minutes so the caller will know you are busy
answer it quickly even though you are still eating lunch
clear your head, focus on the telephone and answer
professionally and cheerfully
look over at a colleague and nod to them to answer it
Question 14
1 out of 1 points
Projecting a presence that is assured, confident and capable without
appearing aggressive or arrogant is known as your level of ____.
Selected
Answer:
assertivene
ss
Answers:
rapport
indignation
aggressive
ness
assertivene
ss
Question 15
1 out of 1 points
_____ occurs when a customer converts messages received into familiar
ideas by interpreting or assigning meaning.
Selected
Answer:
Decodi
ng
Answers:
Encodi
ng
Sendin
g
Enlistin
g
Decodi
ng
