Deck 3: Verbal Communication Skills

Question 1

Sometimes during decoding,how well the message was encoded determines if the message received was the one originally sent.

Answer 1

True
Explanation: Depending on how well the message was encoded, the received message may not be the one you originally sent.

Question 2

A channel is a term used to describe the method through which people communicate messages.

Answer 2

True
Explanation: The method chosen to transmit a message: over the phone, in person, by fax, by e-mail, or by other means is the channel.

Question 3

The office is one of the elements in an interpersonal communication model.

Answer 3

True
Explanation: The environment-office, store, call canter and group or individual setting is one of the elements in an interpersonal communication model.

Question 4

In reality,customers want to hear what you can,not what you can't do.

Question 5

You take on the role of decoder when you initiate a message with your customer.

Question 6

All-encompassing or inclusive expressions such as always,never,and everyone all are known as global terms.

Question 7

Communication is a key element during customer interactions.

Question 8

The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called feedback.

Question 9

Active listening helps the listener get the original message so feedback is appropriate.

Question 10

Paraphrasing is a key element of two-way verbal communication.

Question 11

Defusing by acknowledgment can be used in every unhappy situation with any customer.

Question 12

Eye contact with a customer should be made frequently and held for at least 30 seconds.

Question 13

In evaluating your customer service attributes,asking those with whom you interact regularly to give you feedback can be helpful.

Question 14

Small talk is yet another way to impose a sale on a customer and should always be avoided.

Question 15

Messages sent to someone through other than spoken means are called nonverbal feedback.

Question 16

It is necessary to avoid using negative-sounding "you" messages as a primary means of addressing customers.

Question 17

When providing verbal feedback,if the customer's body language or nonverbal cues or words indicate misunderstanding,you should pause and take corrective action.

Question 18

Before providing feedback,taking into consideration the knowledge and skill level of customers is part of encoding.

Question 19

Feedback is transmitted either verbally or nonverbally.

Question 20

The variable over which service providers have little control is the emotional state of their customers.

Question 21

Which of the following statements is true of the problems associated with channels of communication?

A) The nonverbal cues that accompany words are unidentifiable in telephonic conversations.
B) Face-to-face conversation denies the opportunity to supplement the words with nonverbal cues.
C) Written communication has the potential for misunderstanding of words.
D) It is typically best to avoid face-to-face communication in an ideal world.

Question 22

The business of customer service ____.

A) encourages one-way communication
B) is about achieving profits
C) is all about people
D) discourages feedback

Question 23

You are a customer service provider.When the telephone rings ____.

A) wait at least 5 minutes so the caller will know you are busy
B) answer it quickly even though you are still eating lunch
C) clear your head, focus on the telephone and answer professionally and cheerfully
D) look over at a colleague and nod to them to answer it

Question 24

Global terms are an encompassing and effective way to build credibility with your customers.

Question 25

Aggressive communication aims at expressing dissatisfaction in a manner that does not create breakdown in the relationship.

Question 26

Pet peeves or hot buttons are behaviors such as ____.

A) putting someone's call on hold without permission
B) using customers' last names to address them
C) answering the telephone promptly
D) exhibiting a professional service provider appearance

Question 27

To deliver quality service effectively,a service provider must ____.

A) deal with the needs of the business first
B) deal with the customer's business concerns first
C) rush in to solve the problem quickly
D) deal with the human being first

Question 28

Use "you" a lot,because it stresses the "you" attitude.

Question 29

Conflict always carries a negative connotation.

Question 30

A communication delivered through speech or signals is known as ____.

A) noise
B) message
C) channel
D) filter

Question 31

Dialogue that is used to enhance relationships,show civility,and build rapport is called ____.

A) paraphrasing
B) small talk
C) global term
D) pet peeves

Question 32

Two-way communication involves ____.

A) only a sender who is the sole contributor to the communication process
B) an application of all the elements of interpersonal communication
C) only a receiver who is the sole contributor to the communication process
D) transfer of information from sender to receiver that does not elicit feedback

Question 33

Which of the following is an element of the PLAN guide to effective communication?

A) Acquire new relationships.
B) Nurture a continuing relationship.
C) Limit interactions with customers.
D) Prevent small talk.

Question 34

When something goes wrong,a service provider should ____.

A) look for someone else to blame
B) hide quickly so you do not have to solve the problem
C) use several policy excuses
D) take responsibility and take appropriate action

Question 35

Comparing your level of assertiveness to the style appropriate for the situation is important.

Question 36

The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called ____.

A) channeling
B) decoding
C) encoding
D) paraphrasing

Question 37

_____ occurs when a customer converts messages received into familiar ideas by interpreting or assigning meaning.

A) Encoding
B) Sending
C) Enlisting
D) Decoding

Question 38

Which of the following statements best describes noise?

A) It refers to the dialogues used in customer interactions to enhance relationships, show civility, and build rapport.
B) It is the idea or concept that you or your customer wishes to convey.
C) It is a term that describes the method through which people communicate messages.
D) It refers to the physiological or psychological factors that interfere with the accurate reception of information.

Question 39

Which of the following is an element of an interpersonal communication model?

A) Conflict
B) Aggressive service
C) Noise
D) Negative communication

Question 40

As a service provider,the key element in making your customer interactions successful is ____.

A) to realize that you are the most important element in the situation
B) to communicate only with those who know you best
C) to recognize how you tend to communicate by asking those who know you best for feedback
D) to realize that everyone you know is uncomfortable with giving you feedback and may not have a different perspective

Question 41

Which of the following is an example of nonassertive behavior?

A) Grasping a table or chair while talking.
B) Giving a limp and weak handshake.
C) Folding the hands while talking.
D) Apologizing for mistakes and moving on with the conversation.

Question 42

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

Question 43

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

Question 44

Why is it necessary to avoid negative communication?

Question 45

Why is nonverbal feedback more powerful than spoken or written feedback?

A) Verbal feedback is often subject to interpretation.
B) Nonverbal feedback increases the chance of ambiguity.
C) Nonverbal feedback prohibits negative feedback.
D) Verbal feedback considers distortion.

Question 46

Projecting a presence that is assured,confident and capable without appearing aggressive or arrogant is known as your level of ____.

A) rapport
B) indignation
C) aggressiveness
D) assertiveness

Question 47

Explain the PLAN acronym and its relevance to positive communication.

Question 48

Which of the following is most likely to lead to a communication breakdown?

A) Please
B) I appreciate
C) Listen to me
D) You're right

Question 49

Which of the following statements is true of feedback?

A) It is always transmitted verbally.
B) It elicits negative effects if given nonverbally.
C) It can be used only on relationships that are strong.
D) It has both positive and negative effects.

Question 50

The response to a sender's message that allows both the sender and receiver to know that a message was received correctly is called

A) pet peeve.
B) small talk.
C) verbal feedback.
D) rapport.

Question 51

Which of the following is most likely to cause conflict?

A) Adequate communication
B) Personal styles similarities
C) Goals in sync with reality
D) Dependent outcomes

Question 52

Explain with examples the difference between assertive and aggressive behavior.

Question 53

What do you mean by nonverbal feedback?

Question 54

What are filters?

Question 55

The silent bond built between two people as a result of sharing common interests is called ____.

A) rapport
B) conflict
C) noise
D) feedback