Exam 5: Listening to the Customer

________ is the phase of the listening process in which a listener focuses on a specific sound or message being received from the environment.

The average white-collar worker in the United States has only about a 25 percent efficiency rate when listening.

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

The research of Dr. Ralph G. Nichols has little application to the customer service industry.

Recognition is ________.

In communication, ________ relates to ensuring that verbal messages sent match or are in agreement with the nonverbal cues used.

________ is the primary means that many customer service professionals use to determine current needs of their customers.

Why is listening important?

Individual characteristics or qualities you have may get in the way of listening effectively to a customer.

Once your ears pick up sound waves, the brain goes to work to focus on, or attend to, what was heard.

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.

Open-end questions are a quick way to check what was already said or agreed on.

Positive approaches to listening to a customer include ________.

Give five examples of open-end questions.

True listening is the physical action of gathering sound waves through the ear canal, as opposed to hearing, which is an active learned process.

The first phase in active listening is hearing or receiving the message.

Particularly in customer service situations, an effective listener should be ________.

The last step in the listening process is comprehending or assigning meaning.

The circadian rhythm is not applicable to all people.

Many companies offer programs to help employees deal with personal and performance issues. These programs are often called ________.