TEST CUSTOMER SERVICE ACADEMY CHAPTER 5

1. Listening is a passive process similar to hearing.

2. Listening is a learned process

3. During the comprehending stage of the listening process, messages received are compared and matched to memorized data in order to attach meaning to the messages.

4. The two categories of obstacles that contribute to listening breakdowns are personal and professional

5. Biases sometimes get in the way of effective customer service

6. A customer’s inability to communicate ideas effectively can be an obstacle to effective listening

7. A faulty assumption arises when you react to make a decision about a customer’s message on the basis of your past experiences or encounters

8. A customer’s refusal to deal with you, coupled with a request to be served by someone else, could indicate that you are viewed as a poor listener

9. Many people can listen effectively to several people

10. By showing a willingness to listen and eliminate distractions, you can encourage meaningful customer dialogue

11. Two types of questions that are effective for gathering information are reflective and direct.

12. Open-ended questions elicit more information than closed-ended questions do because they allow customers to provide what they feel is necessary to answer your question.