Chapter 5 & 6

Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers.

• True

• False

Zig Ziglar is sometimes called the father of listening.

• True

• False

The average white-collar worker in the United States has only about a 25 percent efficiency rate when listening.

• True

• False

True listening is the physical action of gathering sound waves through the ear canal, as opposed to hearing, which is an active learned process.

• True

• False

The first phase in active listening is hearing or receiving the message.

• True

• False

Hearing is usually a simple process.

• True

• False

Once your ears pick up sound waves, the brain goes to work to focus or attend to what was heard.

• True

• False

The last step in the listening process is comprehending or assigning meaning.

• True

• False

Patience is not a significant factor when a language barrier or speech disability is part of a customer's situation.

• True

• False

In dealing with customers, try to avoid subjective opinions or judgments.

• True

• False