Final Test

What is one of the steps to resolving customer service complaints?

• Listen to their problem

• Empathize with their situation

• Ask questions to gather more information

• All of these

...............................communication includes tone of voice, body language, facial expression etc.

• Verbal

• Non-verbal

• Letter

• Notice

If a person has a slumped posture, what does it signify?

• Willingness to listen

• Energetic & Enthusiastic

• He is in low spirits

• He is open, honest and interested

EVERYONE met at the rooftop. Everyone is a

• Noun

• Pronoun

• Adjective

• Adverb

During an interview you should not

• yawn

• Fidget

• Look bored

• All of these

What is Teamwork?

• The ability to do something without being asked

• The ability to work with others to get the job done

• The ability to get people to do what you want

• The ability to clearly express yourself

Shaking hands firmly is a positive body language

• True

• False

Which of the following is NOT a role of a team leader?

• Leads by setting good examples

• Helps the team focus on the task

• Discourages the team players

• Maintain healthy group dynamics

Deben is poor ........................... honest.

• but

• because

• though

• when

BCC stands for Blind Carbon Copy:

• True

• False