POM3173 CHAPTER 4 POP QUIZ

1. 1. What is communication?

• A. A one-way process of sharing information

• B. The process of sharing information and understanding between two or more people

• C. Exchanging goods and services

• D. A form of marketing strategy

2. 2. What does customer intelligence involve?

• A. Selling products to customers

• B. Building a historical database of potential customers

• C. Gathering information and understanding of current, potential, and lapsed customers

• D. Developing advertising campaigns

3. 3. Which method of communication typically uses written words to convey information?

• A. Listening

• B. Writing

• C. Talking

• D. Reading

4. 4. Which of the following is NOT a characteristic that your voice and message can reveal?

• A. Mood

• B. Attitude

• C. Knowledge level

• D. Favorite food

5. 5. What does voice inflection refer to?

• A. The color of your voice

• B. The thickness of your vocal cords

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

• D. The volume of your voice

6. 6. What aspect of communication does pitch primarily relate to?

• A. The subject matter of the conversation

• B. The highs and lows of the voice

• C. The speed of speech

• D. The choice of vocabulary

7. 7. Why is it important to smile when answering a customer service call?

• A. To make the call shorter

• B. To sound more professional

• C. To improve your typing skills

• D. To sound friendlier

8. 8. Which word is considered appropriate when dealing with customers as a polite request?

• A. Can

• B. Cannot

• C. Won't

• D. Never

9. 9. What does it mean to "appeal to the senses" in communication?

• A. Ignoring the five senses for a more straightforward message

• B. Using language and techniques that engage the five senses to enhance the message

• C. Reducing sensory information for clarity

• D. Avoiding sensory details to keep messages concise

10. 10. Why is it important for customer service providers to become proficient in using technologies like voice mail, fax machines, and electronic mail?

• A. To increase their job security

• B. To enhance their productivity

• C. To decrease the need for customer interactions

• D. To eliminate the need for technology altogether