AES Education Empathy Quiz

How does a person's body help you determine emotions?

• Posture

• Gestures

• Both

Expressing empathy means the customer gets exactly what they want all the time.

• True

• False

Demonstrating empathy means you express to the customer that you understand his or her feelings.

• True

• False

Sarcasm is an example of when words, body language, tone, and facial expression may not match.

• True

• False

Empathy is the ability to make someone feel differently than what they should.

• True

• False

Recognizing emotions is a very important part of being empathetic.

• True

• False

Which of the following statements BEST demonstrate empathy?

• "I would feel the same way if I were in your shoes."

• "Other customers have felt the same way when this happened to them."

• "I understand why you are feeling disappointed."

• All of the above

Which of the following words can be used to make the conversation personal?

• "I"

• "We"

• "Our"

• All of the above

It is important to use as much information as possible to determine emotion because:

• customer's may share their experiences with other customers.

• you need to know how you should feel about the situation.

• words, body language, tone, and facial expression may not always match.

• you need to know how to protect the company's image.

Which of the following statements BEST demonstrate empathy?

• "Whoa. You should really chill with the attitude. This isn't my fault."

• "Are you angry?"

• "No problem. I can help you with that."

• "You have every right to be angry."