TEST CUSTOMER SERVICE ACADEMY CHAPTER 4

1. It is possible for you to not send nonverbal messages

2. By becoming knowledgeable about body language, you can use the cues you observe to accurately predict the meaning of someone’s message

3. By leaning toward or away from people as they speak, you can better communicate your level of interest in what they are saying

4. Smiling may mean that someone agrees with what you say. Smiling may also mean that the person is listening

5. The use of open, flowing gestures could encourage listening and help illustrate key points. 6. Taking the time to polish your shoes and clean and press your clothing can help in presenting a positive personal image

6. 6. Taking the time to polish your shoes and clean and press your clothing can help in presenting a positive personal image

7. Vocal qualities have little effect on the way others perceive you 8. Pauses in your oral message delivery can nonverbally say, “Think about what I just said” or “It’s your turn to speak.”

8. Pauses in your oral message delivery can nonverbally say, “Think about what I just said” or “It’s your turn to speak.”

9. The words you use can distort message meaning

10. Spatial preferences are the same throughout the world.

11. People often draw inferences about you on the ba sis of the appearance of your office.

12. The amount of time you allocate for meetings with people could nonverbally communicate your songs about the importance of those people