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32.
(p. 169)
_____ refers to sending back verbal and nonverbal messages to a message originator.
33.
(p. 169)
What is the last phase of the listening process?
34.
(p. 171)
_____ requires putting yourself in the customer's place and trying to relate to the
customer's needs, wants, and concerns.
35.
(p. 171)
An effective listener should be _____.
36.
(p. 172)
_____ is often displayed through nonverbal cues (nodding or cocking of the head to one
side or the other, smiling, or using paralanguage).
37.
(p. 172)
_____ is especially important when a language barrier or speech disability is part of a
customer's situation.
38.
(p. 173)
Which of the following is a personal obstacle that can cause listening breakdown?
39.
(p. 174)
Mental factors that can cause a shift in focus in interacting with others are known as
____.
40.
(p. 176)
Many companies offer programs to help employees deal with personal and performance
issues. These programs are often called ____.
41.
(p. 177)
The brain can comprehend messages delivered at:
42.
(p. 177)
_____ is the primary skill most people have for gathering information.
43.
(p. 177)
In which of the following situations will you feel the need to refocus?
44.
(p. 178)
Because of past experiences with other customers, you may be tempted to:
45.
(p. 178)
Which of the following is an example of an external obstacle to listening?
46.
(p. 178)
The situation of a listener being bombarded with data from many sources is often called
____.
47.
(p. 186)
Positive approaches to listening to a customer include:
48.
(p. 187)
In communication _____ relates to ensuring that verbal messages sent match or are in
agreement with the nonverbal cues used.
49.
(p. 187)
Close-ended questions are typically used to:
5-32
50.
(p. 192)
Telling a customer, You really don't want that color, do you, Mrs. Brown? is a:
Short Answer Questions
51.
(p. 166)
Why is listening important?
52.
(p. 168-169)
Describe the four steps in the listening process.
53.
(p. 172)
Describe attentiveness as a characteristic of a good listener.
54.
(p. 178)
Elaborate on faulty assumptions as a factor that influences listening skills.
55.
(p. 190)
Give five examples of open-ended questions.
