Based on the PPT presentation, we discussed three (3) common barriers to listening. Select the three below:

Based on what we've discussed, below are effective listening techniques EXCEPT?

Active listening creates better rapport with the customer during the call and increases customer satisfaction...TRUE or FALSE

Questioning skills does not allow you to understand exactly what the customer expects from the call...TRUE or FALSE

The two most commonly recognized forms of questioning are:

A closed ended question limits its answers to a few specific words...TRUE or FALSE

A closed ended question response can be in the form of a number...TRUE or FALSE

Sales people and customer service representative know their success depends on how the customer perceives then in the first ______seconds of the call.

A flat tone of voice says to the customer that you're angry and aggressive..TRUE or FALSE?

A loud voice says, "I don't like my job and would rather be elsewhere." TRUE or FALSE

A high pitch, rapid voice says, "I am enthusiastic and exited!" TRUE or FALSE

Impressions stay with those you meet, especially customers, and once registered; negative impressions are easy to overcome...TRUE or FALSE

Below are ways of creating Positive Impressions EXCEPT?

When answering the telephone you should pick up the phone in at least 5 rings..TRUE or FALSE

Customers will spend up to ____ more for the same product with a better service.

When customers receive good service they tell 10-12 people on average. (Free advertisement) TRUE or FALSE

There is an ______ chance customers will repurchase from a company where they were satisfied.

There is a ______ chance that poor service will dissuade a customer from ever going back to company.

Fill in the blanks with the MOST appropriate words: It is often not what you ___________but how it is___________.