Customer Service - Knowledge check 2

A __________ is the person who creates the message.

• Sender

• Receiver

• Decoder

• All of the above

What is the final step of the communication process?

• Sending feedback

• Sending the message

• Decoding the message

• Encoding the message

Effective Communication is defined as the ability to convey information to another effectively and efficiently.

• True

• False

Effective communication requires all of the following EXCEPT.

• Concise

• Caution

• Credibility

• Confidence

Lisa has created charts and graphs to convey that the company is profitable. Which form of communication is she using?

• Written

• Verbal

• Visual

• Nonverbal

Verbal communication is communication in unspoken words.

• True

• False

Why should you use familiar language when speaking to a customer?

• To teach the customer a new language

• To ensure the customer understands

• To impress the customer with "big words"

• To conceal your true meaning

Listening is a physiological process, something you do without thinking about it.

• True

• False

Passive listening happens when we partially listen to certain parts of the conversation.

• True

• False

The agent asked the customer for their phone number, is what type of questioning?

• Fact-finding

• Directing

• Feeling-finding

• Expanding