Exam 5: Listening to the Customer

Congruence refers to a situation where the group means well but does not function effectively.

____ is often displayed through nonverbal cues such as nodding or cocking of the head to one side or the other, smiling, or using paralanguage.

Describe how faulty assumptions are a factor that influences listening skills.

The circadian rhythm refers to the psychological 24-hour cycle associated with the earth's rotation.

________ is the ability to gain, store, and retain information in the brain for later application.

Mental factors that can cause a shift in focus in interacting with others are known as ________.

Closed-ended questions are typically used to ________.

The closed-end question format follows the five W's and one H used by journalists.

________ requires putting yourself in the customer's place and trying to relate to the customer's needs, wants, and concerns.

The best way to determine what customers want and expect is to ask them.

If a customer specifically asks to speak to or be served by someone else, this could be an indicator of poor listening.

Nonverbal messages delivered via tone or body language seldom suggest criticism.

When a customer calls to complain about a problem, it is important to find out the background information about the customer or situation.

________ refers to sending back verbal and nonverbal messages to a message originator.

Describe the four steps in the listening process.