Answers Comprehending Attending Hearing Responding Question 58 3 out of 3

Answers comprehending attending hearing responding

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Answers: Comprehending Attending Hearing Responding Question 58 3 out of 3 points Telling a customer, You really don't want that color, do you, Mrs. Brown? is a: Answers: good method to get the customer to make a decision. routine question asked by #1 sales professionals. very positive approach to decisions. way to sound as if you are challenging the customer's decision making. Question 59 3 out of 3 points
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_____ is especially important when a language barrier or speech disability is part of a customer's situation. Answers: Patience Objectivity Being defensive Being emotionally involved Question 60 3 out of 3 points An effective listener should be _____. Answers: emotionally involved defensive understanding judgmental Question 61 3 out of 3 points Mental factors that can cause a shift in focus in interacting with others are known as ____. Answers: eulogies distortions perceptions psychological distracters Question 62 0 out of 3 points _____ is often displayed through nonverbal cues (nodding or cocking of the head to one side or the other, smiling, or using paralanguage). Answers: Empathy Patience Attentiveness
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Objectivity Question 63 0 out of 3 points _____ is the primary means that many customer service professionals use to determine the needs of their customers. Answers: Historical data Listening Survey Hearing Question 64 3 out of 3 points Which of the following is a personal obstacle that can cause listening breakdown? Answers: Physical barriers Ringing phones Information overload Hearing loss Question 65 3 out of 3 points In communication _____ relates to ensuring that verbal messages sent match or are in agreement with the nonverbal cues used. Answers: Comparison Empathy Congruence Convergence Question 66 3 out of 3 points _____ refers to sending back verbal and nonverbal messages to a message originator.
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Answers: Responding Answering Memorizing Hearing Question 67 3 out of 3 points Close-ended questions are typically used to: Answers: determine customer needs. get one-syllable answers. gather a lot of information. uncover background data. Question 68 0 out of 3 points The brain can comprehend messages delivered at: Answers: the speed of sound. rates of about 125 words per minute. speeds four to six times faster than the average speaking rate. speeds that rarely exceed 150 words per minute. Question 69 3 out of 3 points Recognition is: Answers: a process that occurs in thinking when a previously experienced pattern, event, process, image, or object that is stored in memory is encountered again. a passive physiological process of gathering sound waves and transmitting them to the brain for analysis. the phase of the listening process in which a listener focuses attention on a specific sound or message being received from the environment. the ability to gain, store, retain, and recall information in the brain for later application.
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Question 70 3 out of 3 points _____ is the primary skill most people have for gathering information. Answers: Talking Listening Writing Researching
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