Unlock document.
This document is partially blurred.
Unlock all pages and 1 million more documents.
Get Access
True / False Questions
1.
(p. 166)
Listening effectively is the primary means that many customer service professionals use
to determine the needs of their customers.
2.
(p. 166)
Zig Ziglar is sometimes called the father of listening.
FALSE
In a classic study on listening conducted by Dr. Ralph 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.
3.
(p. 166)
The average white-collar worker in the United States has only about a 25 percent
efficiency rate when listening.
4.
(p. 167)
True listening is the physical action of gathering sound waves through the ear canal, as
opposed to hearing, which is an active learned process.
5.
(p. 167-168)
The first phase in active listening is hearing or receiving the message.
6.
(p. 168)
Hearing is usually a simple process.
7.
(p. 169)
Once your ears pick up sound waves, the brain goes to work to focus or attend to what
was heard.
8.
(p. 169)
The last step in the listening process is comprehending or assigning meaning.
9.
(p. 172)
Patience is not a significant factor when a language barrier or speech disability is part of
a customer's situation.
10.
(p. 173)
In dealing with customers, try to avoid subjective opinions or judgments.
11.
(p. 173)
Individual characteristics or qualities you have may get in the way of listening effectively
to a customer.
12.
(p. 174)
When you are ill, fatigued, in poor physical condition, or not feeling well, listening can
suffer.
13.
(p. 175)
The circadian rhythm refers to the psychological 24 hour cycle associated with the earth's
rotation.
14.
(p. 175)
The circadian rhythm is not applicable to all people.
15.
(p. 177)
Customers specifically ask to be served by someone else is an indicator of poor listening.
16.
(p. 177)
The rate at which the human brain processes information is slower than the speed at
which the average adult speaks.
17.
(p. 184)
One cannot talk and actively listen at the same time.
18.
(p. 186)
Service recovery is a crucial step in delivering quality service and remaining competitive
in the twenty-first century.
19.
(p. 187)
Congruence refers to a situation where the group means well but does not function
effectively.
20.
(p. 188)
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.
21.
(p. 189)
When a customer calls to complain about a problem, often he or she has already taken
unsuccessful steps to solve it.
22.
(p. 190)
The closed-end question format follows the five W's and one H used by journalists.
23.
(p. 190)
Open-ended questions are a quick way to check what was already said or agreed on.
24.
(p. 192)
Nonverbal messages delivered via tone or body language can in no way suggest
criticism.
5-13
25.
(p. 193)
The best way to determine what customers want and expect is to ask them.
Multiple Choice Questions
26.
(p. 166)
Which of the following statements is true of listening?
27.
(p. 166)
_____ is the primary means that many customer service professionals use to determine
the needs of their customers.
28.
(p. 168)
A passive physiological process of gathering sound waves and transmitting them to the
brain for analysis is known as ____.
29.
(p. 169)
_____ is the phase of the listening process in which a listener focuses on a specific sound
or message being received from the environment.
30.
(p. 169)
_____ is the ability to gain, store and retain information in the brain for later application.
31.
(p. 169)
Recognition is:
