Global terms are an effective way to build credibility with your customers

Global terms are an effective way to build

This preview shows page 12 - 15 out of 31 pages.

21) Global terms are an effective way to build credibility with your customers. Difficulty: 2 Medium Topic: Avoiding Negative Communication Learning Objective: 03-05 Avoid language that could send a negative message and harm the customer relationship. Bloom’s: Understand AACSB: Analytical Thinking Accessibility: Keyboard Navigation 22) Aggressive assertiveness is appropriate in all situations. Difficulty: 2 Medium
Image of page 12
Topic: Assertive Communication Techniques Learning Objective: 03-06 Use assertive communication techniques to enhance service. Bloom’s: Understand AACSB: Analytical Thinking Accessibility: Keyboard Navigation 23) Aggressive communication aims at expressing dissatisfaction in a manner that does not create breakdown in the relationship. Difficulty: 2 Medium Topic: Assertive Communication Techniques Learning Objective: 03-06 Use assertive communication techniques to enhance service. Bloom’s: Understand AACSB: Analytical Thinking Accessibility: Keyboard Navigation 24) Use “you” statements to foster understanding and cooperation with customers.
Image of page 13
Difficulty: 2 Medium Topic: Assertive versus Aggressive Service Learning Objective: 03-07 Identify key differences between assertive and aggressive behavior. Bloom’s: Understand AACSB: Analytical Thinking Accessibility: Keyboard Navigation
Image of page 14
Image of page 15

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture