L.A.S.T Technique Quiz

What is an important aspect of listening skills? Select all that apply

• Hearing and understanding

• Judging immediately

• Taking notes

• Talking over the person

How can you demonstrate empathy to a customer?

• Acknowledge their feelings

• Ignore their feelings

• Dismiss their situation

• Argue with them

What should you do to maintain control of the call?

• Ignore the customer's issue

• Interrupt the customer

• Avoid asking questions

• Ask effective questions

What type of question is used for gaining insight or detail about an issue?

• Open-ended

• None of the above

• Alternate choice

• Closed-ended

What type of question is used for a yes/no or one-word answer?

• Closed-ended

• None of the above

• Open-ended

• Alternate choice

What should you do to check the customer's understanding?

• Ignore the customer's response

• Paraphrase with the customer

• Avoid checking for understanding

• Provide incorrect information