Andrea Is a Technical Assistant for a Computer Company

Multiple Choice

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

A) summarizing to provide an overview of what has been said.
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 to give the customer time to think.
E) none of the above.