Which of the following phrases is most likely to lead to a communication

Which of the following phrases is most likely to lead

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45) Which of the following phrases is most likely to lead to a communication breakdown?
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1.A) “Please…”2.B) “I appreciate…”3.C) “Listen to me…”4.D) “You’re right…”Answer: CExplanation: “Listen to me…” is a phrase that can damage customer relationships. People are likely to react powerfully and negatively to this type ofphrase. Difficulty: 3 Hard Topic: Avoiding Negative Communication Learning Objective: 03-05 Avoid language that could send a negative message and harm the customer relationship. Bloom’s: Apply AACSB: Analytical Thinking Accessibility: Keyboard Navigation 46) Projecting a presence that is assured, confident, and capable without appearing arrogant is known as your level of ________. Difficulty: 1 Easy Topic: Assertive Communication Techniques
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Learning Objective: 03-06 Use assertive communication techniques to enhance service. Bloom’s: Remember AACSB: Analytical Thinking Accessibility: Keyboard Navigation 47) Which of the following is an example of nonassertive behavior in a Western culture? Difficulty: 3 Hard Topic: Assertive Communication Techniques Learning Objective: 03-06 Use assertive communication techniques to enhance service. Bloom’s: Apply AACSB: Analytical Thinking Accessibility: Keyboard Navigation 48) Which type of behavior sustains customer relationships rather than destroying them?
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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 49) One way to demonstrate assertiveness while interacting with a customer isto ________. 1.A) ask for feedback from the customer2.B) avoid direct eye contact3.C) use “you” statements4.D) keep arms crossed and hands on your hipsAnswer: AExplanation: Asking for feedback can indicate that you are open to dialogue and invite the customer’s views or thoughts rather than trying to control the situation or conversation. Through discussion, you can correct any misperceptions either of you have.
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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
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