Cust Satisfaction using Neuro-Linguistic Programming

(1) Jamie communicates often using emails. He seldom talks on the phone but prefers to sms. He is a/an …………………………………-modality customer.

• (A) Technological

• (B) Digital

• (C) Visual

• (D) Empirical

(2) David is a hands-on customer. Whenever she faces a problem with an issue, she will personally try to fix it. However, she can be quite emotional when stressed. She is a/an ………………………..-modality customer.

• (A) Kinesthetic

• (B) Tactile

• (C) EQ

• (D) Solution

(3) Samuel likes to discuss the problems he faces with another person. He is a good listener when you explain to him and he asks a lot of questions. He is a/an ……………………………-modality customer.

• (A) Emphatic

• (B) Auditory

• (C) People

• (D) Stochastic

(4) This customer is able to understand concepts and the overall relevance of the entire situation. He is a/an ………………………………………-thinking customer.

• (A) Conceptual

• (B) General

• (C) Directional

• (D) Impetus

(5) Rizal is very meticulous when describing a problem with a product. He wants to know every aspect of the situation. He is a/an ………………………-thinking customer.

• (A) Fundamental

• (B) Technical

• (C) Ambiguity

• (D) Detailed

(6) Name the 3F’s of emphatic listening:

• (A) Focus, Fill, Feel

• (B) Focus, Feel, Found

• (C) Feel, Feeling, Found

• (D) Focus,Focus,Focus

(7) Jimmy gets along easily with his fellow workers in a project. He is more concerned with how others feel and about the team spirit. He is a ……. person.

• (A) P1 = Periphery Level: e.g You discuss the general topic with customers, such as weather, cheap sale, food places, news, etc.

• (B) P2 = Personal Level: e.g You know the customer a bit deeper such as about their family, likes, opinions, etc.

• (C) P3 = Private 1: e.g You and the customer share feelings, strong opinions, etc.

• (D) P4 = Private 2: e.g Customer is very close to you and you know their secrets, fears, etc.

(8) Sally can get angry and stressed with each step of a work process. She needs to know the procedures at every step of the way. She is a….. person.

• (A) P1 = Periphery Level: e.g You discuss the general topic with customers, such as weather, cheap sale, food places, news, etc.

• (B) P2 = Personal Level: e.g You know the customer a bit deeper such as about their family, likes, opinions, etc.

• (C) P3 = Private 1: e.g You and the customer share feelings, strong opinions, etc.

• (D) P4 = Private 2: e.g Customer is very close to you and you know their secrets, fears, etc.

(9) Rosalind is a results-driven manager. She just wants to get what she wants in any task. Sometimes she creates misunderstandings with others and at times she skips some procedures, which could cause delays in getting the final result. She is a ..... person.

• (A) P1 = Periphery Level: e.g You discuss the general topic with customers, such as weather, cheap sale, food places, news, etc.

• (B) P2 = Personal Level: e.g You know the customer a bit deeper such as about their family, likes, opinions, etc.

• (C) P3 = Private 1: e.g You and the customer share feelings, strong opinions, etc.

• (D) P4 = Private 2: e.g Customer is very close to you and you know their secrets, fears, etc.

(10) We can observe customers to determine their specific needs through their

• (A) Body Language

• (B) Feedback

• (C) Tone of Voice

• (D) Volume of Speech