Customer Service Skills for Success Study Set 1

Business

Quiz 5 :

Listening to the Customer

Quiz 5 :

Listening to the Customer

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One cannot talk and actively listen at the same time.
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True False
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True

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The rate at which the human brain processes information is slower than the speed at which the average adult speaks.
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True False
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False

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The circadian rhythm refers to the psychological 24-hour cycle associated with the earth's rotation.
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True False
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True

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The research of Dr. Ralph G. Nichols has little application to the customer service industry.
True False
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Congruence refers to a situation where the group means well but does not function effectively.
True False
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Service recovery is a crucial step in delivering quality service and remaining competitive in the twenty-first century.
True False
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In dealing with customers, try to avoid subjective opinions or judgments.
True False
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When you are ill, fatigued, in poor physical condition, or not feeling well, listening can suffer.
True False
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True listening is the physical action of gathering sound waves through the ear canal, as opposed to hearing, which is an active learned process.
True False
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Open-end questions start with words like who, when, what, how, and why and are used to engage others in conversation or to gain input and ideas.
True False
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Patience is not a significant factor when a language barrier or speech disability is part of a customer's situation.
True False
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Once your ears pick up sound waves, the brain goes to work to focus on, or attend to, what was heard.
True False
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The circadian rhythm is not applicable to all people.
True False
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Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers.
True False
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The last step in the listening process is comprehending or assigning meaning.
True False
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The average white-collar worker in the United States has only about a 25 percent efficiency rate when listening.
True False
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If a customer specifically asks to speak to or be served by someone else, this could be an indicator of poor listening.
True False
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Individual characteristics or qualities you have may get in the way of listening effectively to a customer.
True False
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Hearing is usually a simple process.
True False
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The first phase in active listening is hearing or receiving the message.
True False
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Showing 1 - 20 of 55