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Answers: ComprehendingAttendingHearingRespondingQuestion 58 3 out of 3 pointsTelling 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
_____ is especially important when a language barrier or speech disability is part of a customer's situation.Answers: PatienceObjectivityBeing defensiveBeing emotionally involvedQuestion 60 3 out of 3 pointsAn effective listener should be _____.Answers: emotionally involveddefensiveunderstandingjudgmentalQuestion 61 3 out of 3 pointsMental factors that can cause a shift in focus in interacting with others are known as ____.Answers: eulogiesdistortionsperceptionspsychological distractersQuestion 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: EmpathyPatienceAttentiveness
ObjectivityQuestion 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 dataListeningSurveyHearingQuestion 64 3 out of 3 pointsWhich of the following is a personal obstacle that can cause listening breakdown?Answers: Physical barriersRinging phonesInformation overloadHearing lossQuestion 65 3 out of 3 pointsIn communication _____ relates to ensuring that verbal messages sent match or are in agreement with the nonverbal cues used.Answers: ComparisonEmpathyCongruenceConvergenceQuestion 66 3 out of 3 points_____ refers to sending back verbal and nonverbal messages to a message originator.
Answers: RespondingAnsweringMemorizingHearingQuestion 67 3 out of 3 pointsClose-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 pointsThe 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 pointsRecognition 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 ormessage being received from the environment.the ability to gain, store, retain, and recall information in the brain for later application.
Question 70 3 out of 3 points_____ is the primary skill most people have for gathering information.Answers: TalkingListeningWritingResearching