Exam 5: Listening to the Customer

A passive physiological process of gathering sound waves and transmitting them to the brain for analysis is known as ________.

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

Which one of the following statements is true of listening?

________ is the primary skill most people have for gathering information.

The situation of a listener being bombarded with data from many sources is often called ________.

________ is the last phase of the listening process.

If you regularly have to ask people to repeat information, you should ________.

When you are ill, fatigued, in poor physical condition, or not feeling well, listening can suffer.

One cannot talk and actively listen at the same time.

Hearing is usually a simple process.

The listening gap is understood to be the difference between ________.

In dealing with customers, try to avoid subjective opinions or judgments.

Which of the following is an example of an external obstacle to listening?

________ are service provider projections made about underlying customer message meanings based on past experiences.

Which of the following is a personal obstacle that can cause listening breakdown?

Patience is not a significant factor when a language barrier or speech disability is part of a customer's situation.

Describe attentiveness as a characteristic of a good listener.

________ is especially important when a language barrier or speech disability is part of a customer's situation.

Telling a customer, "You really don't want that color, do you, Mrs. Brown?" is a ________.

Service recovery is a crucial step in delivering quality service and remaining competitive in the twenty-first century.