Which of the following is not a form of nonverbal communication?
A) The appearance of a business document
B) Showing up late for a job interview
C) The adjectives used in a sales letter
D) Raising one's voice when angry or frustrated
Ques. 2Replies to requests for credit information are complicated.
Indicate whether the statement is true or false
Ques. 3Alyssa wants to become a better listener in the workplace. Which of the following is the best technique she can do to improve her listening skills?
A) Don't maintain direct eye contact because doing so may distract the speaker.
B) Interrupt whenever she has an opinion on the topic to share with her speaker.
C) Rephrase and summarize the speaker's message in her own words.
D) Avoid asking any questions because doing so may distract the speaker.
Ques. 4Typically, acknowledgment messages are preprinted letters or copies of a sales order.
Indicate whether the statement is true or false
Ques. 5Riley is a customer service representative and has just gone through training to improve his listening skills. Which of the following skills was he most likely taught that will make him a better listener?
A) Mentally criticize grammar, voice, tone, and speaking style to get a better sense of what the customer is like.
B) Tune out what the customer is saying if you already know the answer..
C) Remain silent for a few seconds after a customer finishes to be sure the thought is completed.
D) Because listening is automatic, divide your attention among two or more tasks to be more productive.
Ques. 6A form message is a document that indicates an order has been received and is being processed.
Indicate whether the statement is true or false
Ques. 7People trained in listening to customers ______.
A) give few, if any, verbal responses
B) interrupt frequently to share their knowledge
C) try to understand the nuances of meanings plus the facts
D) focus primarily on facts and specific bits of information
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