Erica Mason was talking to Erin Porter,a team member,about the problems she is facing with a client who is rude,demanding,and obnoxious.She says,"Mr.Lewis yesterday banged the phone down on my face while I was still talking.Today,when I called to give him quotes on a travel package he requested for,he said that I should not call him and waste his precious time if I cannot offer him a 30% discount." Porter in her response,instead of acknowledging Mason's problem,said something which made her feel she did not understand her problem.Which of the following did Porter most likely say?
A) "Maybe you should try talking to him more politely. I am sure he will come around if you are just a little more patient with him."
B) "You should one day observe Kylie Taylor deal with her clients. She is just brilliant!"
C) "The problem is you are too emotional. You should not take such clients so seriously!"
D) "Is there anything you want me to do to help you with the package?"
E) "The client I handled was even more difficult to deal with but I think I handled him well."

Question

Quizplus · Accepted Answer

To demonstrate active listening, one can ask for more information and offer to help with a problem. One can also paraphrase what the person has said to make sure that one has understood what the speaker has said.

Erica Mason Was Talking to Erin Porter,a Team Member,about the Problems