Chapter 3-4 Review

The variable over which service provides have little control is the emotional state of their customers

• True

• False

Communication is a key element during customer interactions.

• True

• False

The office is one of the elements in an interpersonal communication model.

• True

• False

You take on the role of decoder when you initiate a message with your customer.

• True

• False

A channel is a term used to describe the method through which people communicate messages.

• True

• False

Sometimes during decoding, how well the message was encoded determines if the message received was the one originally sent.

• True

• False

It is necessary to avoid using negative-sounding "you" messages as a primary means of addressing customers.

• True

• False

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

• True

• False

Paraphrasing is a key element of two-way verbal communication.

• True

• False

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

• True

• False