Deck 9: Communication Essentials

Question 1

Language, whether positive or negative, has little impact on how a message is received.

Answer 1

False

Question 2

Verbal communication is perceived as less conscious, more honest, and harder for people to fake.

Answer 2

False

Question 3

The receiver's reaction to a message that is transmitted back to the sender is called

A) feedback.
B) tone.
C) channeling.
D) encoding.

Answer 3

A

Question 4

Negative language fails to stress the actions that can be taken to remedy a problem.

Question 5

A mixed message is a single communication that contains two meanings--one positive and the other negative.

Question 6

The communications message consists solely of the spoken or written words.

Question 7

By avoiding or ignoring problems, passive communicators are likely to agree externally, while disagreeing internally.

Question 8

When working with global and diverse customers, how CSRs pose a question is not nearly as important as what they ask.

Question 9

The passive and aggressive communication styles should never be used in business situations.

Question 10

The best response to a service request is "yes."

Question 11

In a written or spoken message, tone refers to the sender's attitude toward the recipient and the subject of the message.

Question 12

CSRs are typically not required to have effective writing skills since most of their communication with customers is face-to-face.

Question 13

In general, successful communication is evidenced by a shared understanding between two or more persons.

Question 14

"Could you please try to explain it in a different way so I can understand better?" is an example of a negative question.

Question 15

The most productive CSRs focus solely on the typical customer concerns of billing, deliveries, or faulty merchandise, and are not concerned by other sensitive issues the customer may be experiencing.

Question 16

Although quick responses to customer questions are preferred, providing correct information is always the first priority.

Question 17

The communication model consists of two elements: the sender and the receiver.

Question 18

If a CSR is unsure about the answer to a customer's question, it is fine to say so, but make an effort to find someone who does.

Question 19

The process in which a message arrives from a sender, and the senses pick up the message and relay it to the receiver is called

A) relaying.
B) encoding.
C) decoding.
D) communicating.

Question 20

"The information we have suggests that you have a different viewpoint on this issue. Let me explain our perspective." This is an example of positive phrasing.

Question 21

Which questioning approach is characterized by asking the customer too many questions in a short period of time?

A) bombardment approach
B) multiple-question approach
C) open-question approach
D) none of the above

Question 22

Business writing experts say that the most important strategy behind good written communication is to be

A) complex.
B) creative.
C) clear.
D) clever.

Question 23

Which type of question uses information already established to clarify points and ask for more detail?

A) open
B) closed
C) probing
D) leading

Question 24

"Would you like me to get our supervisor, or would you like to give me an opportunity to try to help first?" This is an example of what type of question?

A) leading
B) alternative-choice
C) probing
D) closed

Question 25

Which communication style tends to be used by an effective, active listener who states limits and expectations and does not label or judge people or events?

A) aggressive
B) assertive
C) passive
D) direct