1
Resentment, frustration and retaliation often result when employees believe their supervisor is ____.
A.misusing their power
B.affirming the value of relationships
C.demonstrating commitment
D.working toward goal attainment
misusing their power
In most Western cultures, the typical period of time that is comfortable for holding eye contact is _____ seconds.
A.5 to 10
B.15 to 20
C.25 to 30
D.35 to 40
5 to 10
A passive physiological process of gathering sound waves and transmitting them to the brain for analysis is known as ____.
A.attending
B.memorizing
C.recognition
D.hearing
hearing
_____ is often displayed through nonverbal cues (nodding or cocking of the head to one side or the other, smiling, or using paralanguage).
A.Empathy
B.Patience
C.Attentiveness
D.Objectivity
Attentiveness
_____ is the primary skill most people have for gathering information.
A.Talking
B.Listening
C.Writing
D.Researching
Listening
An emotion-reducing communication strategy that helps in handling conflict is ____.
A.empathizing with customer
B.raising the voice
C.keeping communication closed
D.showing aggressiveness
empathizing with customer
Acceptable rules, manners, and ceremonies for an organization, profession, or society are known as ____.
A.proxemics
B.etiquette and manners
C.verbal fillers
D.semantics
etiquette and manners
_____ is the phase of the listening process in which a listener focuses on a specific sound or message being received from the environment.
A.Hearing
B.Attending
C.Comprehending
D.Responding
Attending
_____ is especially important when a language barrier or speech disability is part of a customer's situation.
A.Patience
B.Objectivity
C.Being defensive
D.Being emotionally involved
Patience
In which of the following situations will you feel the need to refocus?
A.You miss the game of the week on the company TV
B.You find yourself helping a customer make a decision after spending time explaining product information
C.You know you have made some good advertising displays
D.You answer a question incorrectly because you did not actually listen
You answer a question incorrectly because you did not actually listen
Nonverbal messages ____.
A.are likely to be highly ineffective in customer interaction
B.clearly indicate that words have little relevance
C.are likely to contradict or override verbal messages
D.replace written communication in business
are likely to contradict or override verbal messages
Which of the following is an example of negative nonverbal behavior?
A.Eyes wide open
B.Gesturing with open hand
C.Pointing a finger
D.Brief eye contact
Pointing a finger
_____ refers to sending back verbal and nonverbal messages to a message originator.
A.Responding
B.Answering
C.Memorizing
D.Hearing
Responding
Which of the following is a personal obstacle that can cause listening breakdown?
A.Physical barriers
B.Ringing phones
C.Information overload
D.Hearing loss
Hearing loss
Because of past experiences with other customers, you may be tempted to:
A.ask customers to go to another store for service.
B.make faulty assumptions.
C.look up the credit details of all the customers you are serving.
D.view customers as a problem.
make faulty assumptions
Which of the following is a problem associated with nonverbal cues?
A.They are highly ineffective in customer interactions.
B.They are incapable of carrying powerful messages.
C. They are likely to be misinterpreted.
D. They are overridden by verbal messages.
They are likely to be misinterpreted.
Groupings of nonverbal behavior, such as crossed arms and friendly touching, to indicate possible positive or negative intent are called ____.
A.inferences
B.clusters
C.verbal fillers
D.pauses
clusters
_____ requires putting yourself in the customer's place and trying to relate to the customer's needs, wants, and concerns.
A.Responsiveness
B.Empathy
C.Congruence
D.Convergence
Empathy
Many companies offer programs to help employees deal with personal and performance issues. These programs are often called ____.
A.the cafeteria blend
B.employee assistance programs
C.employee relations group help
D.the listening gap
employee assistance programs
The situation of a listener being bombarded with data from many sources is often called ____.
A.information stress
B.information overload
C.environmental protection
D.mind warp
information overload
Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress and grooming are known as ____.
A.verbal fillers
B.pupilometrics
C.paralanguage
D.body language
body language
_____ is the primary means that many customer service professionals use to determine the needs of their customers.
A.Historical data
B.Listening
C.Survey
D.Hearing
Listening
An effective listener should be _____.
A.emotionally involved
B.defensive
C.understanding
D.judgmental
understanding
The brain can comprehend messages delivered at:
A.the speed of sound.
B.rates of about 125 words per minute.
C.speeds four to six times faster than the average speaking rate.
D.speeds that rarely exceed 150 words per minute.
speeds four to six times faster than the average speaking rate.
Positive approaches to listening to a customer include:
A.focusing on one or two details.
B.rushing a customer who seems to be processing information.
C.turning off noisy equipment, facing the person, making eye contact and smiling.
D.pushing a customer to make a decision after you have spent time presenting product information.
turning off noisy equipment, facing the person, making eye contact and smiling.