Deck 10: Customer-Focused Listening

Question 1

When people filter the information they hear, they are interpreting messages through their own biases.

Answer 1

True

Question 2

Empathetic listening encourages skepticism and a feeling of doubt in the customer's mind.

Answer 2

False

Question 3

When you use phrases such as, "You're wrong" or "I disagree," the communication roadblock is called judging or criticizing.

Answer 3

True

Question 4

When you listen with your eyes as well as your ears, you look for nonverbal clues to see whether they reinforce or contradict what the person is saying.

Question 5

When non-native customers struggle with pronunciation, you should correct their grammar and help them by finishing their sentences for them.

Question 6

Diverting, or switching to a more comfortable topic, is considered a key to effective communication.

Question 7

Empathetic listeners observe the emotions behind the words and then respond to the emotion as well as the words.

Question 8

CSRs must have strong listening skills regardless of whether they communicate face to face with the customer, on the phone, in written messages, or via an online chat.

Question 9

The three listening levels discussed in the textbook are distinct and do not overlap, regardless of the situation.

Question 10

Active listening requires the energy and discipline to listen with your whole mind and body.

Question 11

A few strategies to use when practicing active listening with customers is to be ready to listen and take notes, ask questions, and restate the customer's points for clear understanding.

Question 12

Restating or paraphrasing what the speaker says is considered a rude and unprofessional listening technique.

Question 13

Receiving customer feedback is advantageous because it can indicate communication problems.

Question 14

Through selective listening, a CSR discovers important information that may alter his or her opinion and actions during customer service exchanges.

Question 15

Responsive feedback such as, "I had a similar experience,"affirms the speaker's message.

Question 16

Even the best communicators can occasionally create obstacles when responding to another person.

Question 17

Two positive things happen when you practice active listening: the customer senses you care, and you gain a more comprehensive picture of the service situation.

Question 18

Listening is hard work because as you listen, you should be doing other things, such as answering the phone, completing paperwork, or checking your e-mail.

Question 19

Level 1 listeners view listening as an opportunity to gather new and useful information.

Question 20

A level 3 listener often daydreams or fakes attention and is usually more interested in listening rather than talking.

Question 21

Most people have difficulty listening effectively when

A) dealing with conflict or emotionally charged people.
B) criticism is being directed at them.
C) they are feeling anxious, fearful, or angry.
D) all of the above.

Question 22

When a listener responds by telling someone what to do and then backs up the solution with a moral or theological authority, it is known as

A) moralizing.
B) diverting.
C) advising.
D) naming or labeling.

Question 23

What can CSRs do to become better listeners while non-native customers are speaking?

A) Avoid making judgments about incorrectly accented speech.
B) Be a patient listener.
C) Don't pretend to understand.
D) All of the above.

Question 24

Seeking to understand the other person's position without personally getting emotionally involved means to practice

A) active listening.
B) selective listening.
C) empathy.
D) none of the above.

Question 25

Hearing only what you want to hear and sorting out what's not important or of no interest to you is called

A) active listening.
B) selective listening.
C) effective listening.
D) all of the above.