Andrea Is a Technical Assistant for a Computer Company

Multiple Choice

Andrea is a technical assistant for a computer company. After listening to the customer, she asks, "What is it the software will not do?" Andrea is practicing the active listening skill of:

A) paraphrasing what a prospect says.
B) listening to the customer's words from the customer's point of view.
C) asking questions to gain a more complete understanding of what the customer is trying to communicate.
D) tolerating silence gives the customer time to think.
E) summarizing provides both the salesperson and the customer with an overview of what has been said.