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True / False Questions
1.
(p. 88)
The variable over which service providers have little control is the emotional state of their
customers.
2.
(p. 89)
Communication is a key element during customer interactions.
3.
(p. 90)
The office is one of the elements in an interpersonal communication model.
4.
(p. 91)
You take on the role of decoder when you initiate a message with your customer.
5.
(p. 92)
A channel is a term used to describe the method through which people communicate
messages.
6.
(p. 92)
Sometimes during decoding, how well the message was encoded determines if the
message received was the one originally sent.
7.
(p. 96)
It is necessary to avoid using negative-sounding "you" messages as a primary means of
addressing customers.
8.
(p. 100)
Small talk is yet another way to impose a sale on a customer and should always be
avoided.
9.
(p. 103)
Paraphrasing is a key element of two-way verbal communication.
10.
(p. 103)
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.
11.
(p. 104)
Defusing by acknowledgment can be used in every unhappy situation with any customer.
12.
(p. 105)
In evaluating your customer service attributes, asking those with whom you interact
regularly to give you feedback can be helpful.
13.
(p. 105)
Feedback is transmitted either verbally or nonverbally.
14.
(p. 106)
Before providing feedback, taking into consideration the knowledge and skill level of
customers is part of encoding.
15.
(p. 107)
Active listening helps the listener get the original message so feedback is appropriate.
16.
(p. 107)
When providing verbal feedback, if the customer's body language or nonverbal cues or
words indicate misunderstanding, you should pause and take corrective action.
17.
(p. 107)
Messages sent to someone through other than spoken means are called nonverbal
feedback.
18.
(p. 107)
Eye contact with a customer should be made frequently and held for at least 30 seconds.
19.
(p. 108)
In reality, customers want to hear what you can, not what you can't do.
20.
(p. 109)
All-encompassing or inclusive expressions such as always, never, and everyone all are
known as global terms.
21.
(p. 109)
Global terms are an encompassing and effective way to build credibility with your
customers.
22.
(p. 111)
Comparing your level of assertiveness to the style appropriate for the situation is
important.
23.
(p. 111)
Aggressive communication aims at expressing dissatisfaction in a manner that does not
create breakdown in the relationship.
24.
(p. 113)
Use "you" a lot, because it stresses the "you" attitude.
25.
(p. 116)
Conflict always carries a negative connotation.
Multiple Choice Questions
26.
(p. 88)
The business of customer service ____.
27.
(p. 89)
As a service provider, the key element in making your customer interactions successful is
____.
28.
(p. 90)
Two-way communication involves ____.
29.
(p. 92)
A communication delivered through speech or signals is known as ____.
