COMMUNICATING IN CUSTOMER SERVICE

1. What is a definition of communication?

• A. The process in which information, ideas, and understanding are shared between two (or more) people

• B. The process of gathering information; building a historical database; and developing an understanding of current, potential and lapsed customers

• C. Speaking, using words and terminology that others can comprehend.

• D. Communication by using the written word so that others can understand the intended message.

2. What is the definition of customer intelligence?

• A. The process in which information, ideas, and understanding are shared between two (or more) people

• B. The process of gathering information; building a historical database; and developing an understanding of current, potential and lapsed customers

• C. Speaking, using words and terminology that others can comprehend.

• D. Communication by using the written word so that others can understand the intended message.

3. How many methods of communication?

• A. 3 methods

• B. 4 methods

• C. 5 methods

• D. 6 methods

4. What is the definition of voice?

• A. A variation in the pitch, timing, or loudness of the voice.

• B. The highs and lows of the voice

• C. Speaking, using words and terminology that others can comprehend.

• D. Tone and inflection of voice, facial expressions, posture, and eye contact.

5. What is the definition of pitch?

• A. A variation in the pitch, timing, or loudness of the voice.

• B. The highs and lows of the voice

• C. Speaking, using words and terminology that others can comprehend.

• D. Tone and inflection of voice, facial expressions, posture, and eye contact.

6. These are some of the characteristics of voice revealed except:

• A. Level of satisfaction

• B. Attitude

• C. Gender

• D. Beautiful

7. These are some of the characteristics of voice revealed except:

• A. Mood

• B. Energy level

• C. Body gesture

• D. Status

8. What is the first method of communication?

• A. Listening

• B. Reading

• C. Nonverbal expression

• D. Writing

9. What is the third method of communication?

• A. Listening

• B. Reading

• C. Nonverbal expression

• D. Talking

10. What is the last method of communication?

• A. Listening

• B. Reading

• C. Nonverbal expression

• D. Talking