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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 121 out of 1 pointsPet peeves or hot buttons are behaviors such as ____.Selected Answer:putting someone's call on hold without permissionAnswers:putting someone's call on hold without permissionusing customers' last names to address themanswering the telephone promptlyexhibiting a professional service provider appearanceQuestion 131 out of 1 pointsYou are a customer service provider. When the telephone rings ____.Selected Answer:clear your head, focus on the telephone and answer professionally and cheerfullyAnswers:wait at least 5 minutes so the caller will know you are busyanswer it quickly even though you are still eating lunchclear your head, focus on the telephone and answer professionally and cheerfullylook over at a colleague and nod to them to answer itQuestion 141 out of 1 pointsProjecting a presence that is assured, confident and capable without appearing aggressive or arrogant is known as your level of ____.Selected Answer:assertiveness
Answers:rapportindignationaggressivenessassertivenessQuestion 151 out of 1 points_____ occurs when a customer converts messages received into familiar ideas by interpreting or assigning meaning.Selected Answer:DecodingAnswers:EncodingSendingEnlistingDecoding