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WorksheetsCustomer Service Pt. 3
Total questions: 16
Worksheet time: 5mins
Select the five (5) levels of listening.
Assigned Listening|| Selective Listening|| Attentive Listening|| Empathic Listening|| Pretend Listening||
Attentive Listening|| Selective Listening|| Ignoring|| Empathic Listening|| Pretend Listening
Partial Listening|| Assigned Listening|| Attentive Listening|| Pretend Listening|| Selective Listening
Overall Listening|| Silent Listening|| Profound Listening|| Pretend Listening|| Selective Listening
There are four types of attitude towards communication. Select ALL that applies:
Passive
Passive Attentive
Aggressive
Assertive
Passive Aggressive
We should NEVER match a customer's communication style if they have an irate tone...TRUE or FALSE?
TRUE
FALSE
Using the same level of technical terminology as the customer means:
You're not fully knowledgeable
You should speak to the customer in a condescending tone
You can relate to the customer based on his/her knowledge
All of the above
Thinking skills are hardly used to create new ideas and make decisions. TRUE or FALSE?
TRUE
FALSE
Based on the PPT presentation, we discussed that good thinkers are able to make connections between various factors, but unable to tie them together...TRUE or FALSE?
TRUE
FALSE
Fill in the blanks with the MOST appropriate words: Good thinkers see _______________ where others see only obstacles or _______________.
The Trainer
Possibilities
Time Frame
Roadblocks
Fill in the blanks with the MOST appropriate words: Good thinkers are able to develop new and unique____________to____________.
Problems
Money
Passion
Solutions
Based on what was discussed on the PPT Presentation, identify the MOST common forms of Communication.
Nonvirtual
Verbal
Virtual
Nonverbal
Practice good verbal communication skills by:
Shaking your customer's hand after the interaction
Avoid using jargons and slangs
Nod your head to show you're listening
Speaking clearly
_________are special words or expression use by a profession or group that are difficult for others to understand.
Patwinglish
Jargons
Gibberish
None of the above
Based on your opinion which dancehall/reggae artist has a greater effect on society today? :)
When speaking over the phone, we are at a disadvantage in communication because cannot communicate nonverbally...TRUE or FALSE
TRUE
FALSE
Tone of voice comprises ______ of our communication over the phone.
25%
75%
85%
50%
Potential barriers to communication include:
Pace and rate of the Customer
Education & Training
Asking the wrong questions
All of the above
None of the above
Fill in the blanks with the MOST appropriate words: The five levels of listening are, Ignoring, pretend listening _________, ________ and _________.
Sympathetic Listening
Selective Listening
Assumptive Listening
Emphatic Listening
Attentive Listening
