Customer Service Skills for Success Study Set 1

Business

Quiz 4 :

Nonverbal Communication Skills

Quiz 4 :

Nonverbal Communication Skills

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Women are likely to be more bilateral in the use of their brain.
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True False
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True

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The average rate of speech for most adults in a workplace setting is 125 to 150 words per minute.
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True False
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True

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The key to reading body language is to realize that your interpretation should be used only as an indicator of the true meaning.
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True

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Although changes in voice tone add vocal variety to messages, they do not affect interpretation of meaning.
True False
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When in doubt about your message meaning, people tend to believe the words spoken out loud.
True False
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Nonverbal communication gives no room for misinterpretation of the cues used by different people.
True False
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In most Western cultures, the typical period of time that is comfortable for holding eye contact is about 25 to 30 seconds.
True False
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Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, and grooming are called body language.
True False
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Playing with hair, pulling at an ear, and other such habits should be minimized because they tend to send negative messages to customers.
True False
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Hundreds of years ago, a handshake was used in many cultures to determine whether a person was holding a weapon.
True False
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The term gender communication is used to refer to communication between males and females.
True False
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Generally speaking, males learn nurturing and relationship skills early, whereas females approach life from a more aggressive and competitive stance.
True False
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Verbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals.
True False
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If you are to understand and serve people who might be different from you, you must first become aware that they are also very similar to you.
True False
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Displaying an editorial eyebrow is most likely to be viewed as questioning a customer's honesty.
True False
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A service provider must get back to a customer and renegotiate if the deadlines or agreed-upon terms can't be met.
True False
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Time allocation refers to the amount of attention given to a person or project.
True False
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Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.
True False
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When messages are transmitted between two people during communication, verbal messages are likely to contradict or override nonverbal signals.
True False
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The number of service providers and customers with varied backgrounds has been declining at a rapid pace.
True False
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