Question 1

To deliver quality service effectively, a service provider must ________.

Accepted Answer

A)   deal with the needs of the business first
B)   deal with the customer's business concerns first
C)   rush in to solve the problem quickly
D)   deal with the human being firstE) A) and D)
F) All of the above

Question 2

________ occurs when a customer converts messages received into familiar ideas by interpreting or assigning meaning.

Accepted Answer

A)   Encoding
B)   Recoding
C)   Channeling
D)   DecodingE) A) and D)
F) B) and C)

Question 3

In reality, customers want to hear what you can do, not what you can't do.

Accepted Answer

A) True 
 B)False

Question 4

In customer service, pet peeves or hot buttons are behaviors such as ________.

Accepted Answer

A)   putting someone's call on hold without permission
B)   demonstrating knowledge or authority
C)   answering the telephone promptly
D)   exhibiting a professional appearanceE) A) and B)
F) A) and D)

Question 5

Which of the following is an example of nonassertive behavior in a Western culture?

Accepted Answer

A)   Briefly gathering your thoughts before responding.
B)   Avoiding eye contact when talking to someone.
C)   Folding the hands while talking.
D)   Apologizing for mistakes and moving on with the conversation.E) All of the above
F) B) and C)

Question 6

Service providers have little control over the emotional state of their customers.

Accepted Answer

A) True 
 B)False

Question 7

Feedback is transmitted either verbally or nonverbally.

Accepted Answer

A) True 
 B)False

Question 8

The appearance of your work area can send a powerful nonverbal message to customers.

Accepted Answer

A) True 
 B)False  True

Question 9

Explain the PLAN acronym and its relevance to positive communication.

Accepted Answer

To maximize the potential and create a p...

Question 10

By asking questions, you can make customers feel as if they are a part of the conversation and get them involved as you build rapport through ongoing dialogue.

Accepted Answer

A) True 
 B)False  True

Question 11

Paraphrasing is one technique to help ensure that you have accurately received your customer's message.

Accepted Answer

A) True 
 B)False

Question 12

You are a customer service provider. When the telephone rings, you should ________.

Accepted Answer

A)   wait at least five minutes so the caller will know you are busy
B)   answer it quickly even though you are still eating lunch
C)   clear your head, focus on the telephone and answer professionally and cheerfully
D)   look over at a colleague and nod to them to answer itE) A) and D)
F) A) and C) C

Question 13

When providing verbal feedback, if the customer's body language or nonverbal cues or words indicate misunderstanding, you should pause and take corrective action.

Accepted Answer

A) True 
 B)False

Question 14

Good customer service requires learning to never say no, even to an unreasonable request.

Accepted Answer

A) True 
 B)False

Question 15

A channel is the method through which people communicate messages.

Accepted Answer

A) True 
 B)False

Question 16

Why is it important to use positive words or phrases, rather than emphasizing the negative in a customer service environment?

Accepted Answer

You can squelch customer loyalty and rai...

Question 17

The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called ________.

Accepted Answer

A)   channeling
B)   decoding
C)   encoding
D)   paraphrasingE) B) and D)
F) A) and B)

Question 18

If a message is not encoded well, this can lead to a service breakdown and potential conflict.

Accepted Answer

A) True 
 B)False

Question 19

Communication is a key element to successful customer interactions.

Accepted Answer

A) True 
 B)False

Question 20

Small talk with a customer is yet another way to impose a sale on a customer and should always be avoided.

Accepted Answer

A) True 
 B)False

Exam 3: Verbal Communication Skills

To deliver quality service effectively, a service provider must ________.

Correct AnswerverifiedShow Answer

________ occurs when a customer converts messages received into familiar ideas by interpreting or assigning meaning.

Correct AnswerverifiedShow Answer

In reality, customers want to hear what you can do, not what you can't do.

Correct AnswerverifiedShow Answer

In customer service, pet peeves or hot buttons are behaviors such as ________.

Correct AnswerverifiedShow Answer

Which of the following is an example of nonassertive behavior in a Western culture?

Correct AnswerverifiedShow Answer

Service providers have little control over the emotional state of their customers.

Correct AnswerverifiedShow Answer

Feedback is transmitted either verbally or nonverbally.

Correct AnswerverifiedShow Answer

The appearance of your work area can send a powerful nonverbal message to customers.

Correct AnswerverifiedTrue

Explain the PLAN acronym and its relevance to positive communication.

Correct AnswerverifiedTo maximize the potential and create a p...View AnswerShow Answer

By asking questions, you can make customers feel as if they are a part of the conversation and get them involved as you build rapport through ongoing dialogue.

Correct AnswerverifiedTrue

Paraphrasing is one technique to help ensure that you have accurately received your customer's message.

Correct AnswerverifiedShow Answer

You are a customer service provider. When the telephone rings, you should ________.

Correct AnswerverifiedC

When providing verbal feedback, if the customer's body language or nonverbal cues or words indicate misunderstanding, you should pause and take corrective action.

Correct AnswerverifiedShow Answer

Good customer service requires learning to never say no, even to an unreasonable request.

Correct AnswerverifiedShow Answer

A channel is the method through which people communicate messages.

Correct AnswerverifiedShow Answer

Why is it important to use positive words or phrases, rather than emphasizing the negative in a customer service environment?

Correct AnswerverifiedYou can squelch customer loyalty and rai...View AnswerShow Answer

The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called ________.

Correct AnswerverifiedShow Answer

If a message is not encoded well, this can lead to a service breakdown and potential conflict.

Correct AnswerverifiedShow Answer

Communication is a key element to successful customer interactions.

Correct AnswerverifiedShow Answer

Small talk with a customer is yet another way to impose a sale on a customer and should always be avoided.

Correct AnswerverifiedShow Answer

Correct Answer
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True

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To maximize the potential and create a p...
View Answer

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True

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C

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You can squelch customer loyalty and rai...
View Answer

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