Session 2. Final quizz

What is the most important aspect of active listening?

• Interrupting the speaker

• Maintaining eye contact

• Thinking about your response while the other person is talking

Active listening involves nodding and providing verbal affirmations like "I see" or "Go on".

• True

• False

A customer is upset because their hotel room is not ready. What is the best way to handle the situation?

• Tell them to wait without any explanation

• Ignore their complaint and hope they calm down

• Apologize, explain the situation, offer a complimentary drink while they wait

Which of the following is a key element of clear articulation?

• Using complex vocabulary

• Speaking at a moderate pace

• Speaking very quickly

Positive body language includes crossing your arms and avoiding eye contact.

• False

• True

A tourist asks for directions to a local museum. How should you respond?

• Point in the general direction and say, "It's over there".

• Provide clear, step-by-step directions, ask if they need further assistance.

• Ignore the question and continue with your work.

Positive body language includes maintaining __________ contact and smiling.

• physical

• hand

• verbal

• eye

Which of the following is NOT a component of active listening?

• Paraphrasing what the speaker said.

• Interrupting to share your own experiences.

• Asking clarifying questions.

What should you do if you don't understand a customer's request?

• Ask for clarification.

• Ignore the request.

• Guess what they want.

Active listening involves __________ the speaker without interrupting.

• judging

• listening to

• ignoring

• interrupting