Deck 5: Listening Skills

Question 1

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

Answer 1

False
Explanation: The last phase of the listening process is responding. Selecting an appropriate response, is crucial to the success of your customer interactions.

Question 2

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

Answer 2

True
Explanation: Once your ears pick up sound waves, your brain goes to work focusing on, or attending to, what was heard.

Question 3

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

Answer 3

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

Question 4

One cannot talk and actively listen at the same time.

Question 5

Zig Ziglar is sometimes called the father of listening.
G. Nichols, who is sometimes called the father of listening, data revealed that the average white-collar worker in the United States typically has only about a 25 percent efficiency rate when listening.

Question 6

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

Question 7

Hearing is usually a simple process.

Question 8

The average white-collar worker in the United States has only about a 25 percent efficiency rate when listening.
G. Nichols, who is sometimes called the father of listening, data revealed that the average white-collar worker in the United States typically has only about a 25 percent efficiency rate when listening.

Question 9

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

Question 10

Open-end questions establish a number of facts such as identifying customer needs,gathering a lot of information,uncovering background data,to name a few.

Question 11

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

Question 12

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

Question 13

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

Question 14

The circadian rhythm is not applicable to all people.

Question 15

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

Question 16

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

Question 17

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

Question 18

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

Question 19

Customers specifically ask to be served by someone else is an indicator of poor listening.

Question 20

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

Question 21

_____ 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

Question 22

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

Question 23

_____ 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

Question 24

Recognition is:

A) a process that occurs in thinking when a previously experienced pattern, event, process, image, or object that is stored in memory is encountered again.
B) a passive physiological process of gathering sound waves and transmitting them to the brain for analysis.
C) the phase of the listening process in which a listener focuses attention on a specific sound or message being received from the environment.
D) the ability to gain, store, retain, and recall information in the brain for later application.

Question 25

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

Question 26

An effective listener should be _____.

A) emotionally involved
B) defensive
C) understanding
D) judgmental

Question 27

_____ 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

Question 28

When a customer calls to complain about a problem,often he or she has already taken unsuccessful steps to solve it.

Question 29

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

Question 30

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

Question 31

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

A) eulogies
B) distortions
C) perceptions
D) psychological distracters

Question 32

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

A) Comprehension
B) Response
C) Recognition
D) Memory

Question 33

Nonverbal messages delivered via tone or body language can in no way suggest criticism.

Question 34

_____ 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

Question 35

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

A) Responding
B) Answering
C) Memorizing
D) Hearing

Question 36

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

Question 37

What is the last phase of the listening process?

A) Comprehending
B) Attending
C) Hearing
D) Responding

Question 38

_____ 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

Question 39

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

Question 40

Which of the following statements is true of listening?

A) It is a passive physiological process of receiving sound waves and transmitting them to the brain, where they are analyzed.
B) It is synonymous with hearing.
C) Research has revealed that the average white-collar worker in the United States typically has more than 50 percent efficiency rate when listening.
D) It is the primary means that many customer service professionals use to determine the needs of their customers.

Question 41

Why is listening important?

Question 42

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

Question 43

Describe attentiveness as a characteristic of a good listener.

Question 44

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

A) good method to get the customer to make a decision.
B) routine question asked by #1 sales professionals.
C) very positive approach to decisions.
D) way to sound as if you are challenging the customer's decision making.

Question 45

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

A) Comparison
B) Empathy
C) Congruence
D) Convergence

Question 46

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

A) Psychological distracters
B) Preoccupation
C) Self-talk
D) Ringing phones

Question 47

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.

Question 48

Elaborate on faulty assumptions as a factor that influences listening skills.

Question 49

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.

Question 50

Close-ended questions are typically used to:

A) determine customer needs.
B) get one-syllable answers.
C) gather a lot of information.
D) uncover background data.

Question 51

Give five examples of open-ended questions.

Question 52

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.

Question 53

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

Question 54

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

A) Talking
B) Listening
C) Writing
D) Researching

Question 55

Describe the four steps in the listening process.