Professional Customer Service Final Exam
Questions & Answers (Grade A+)
What is Hearing? -
correct answer ✅The physical or sensory action involved in a
conversation someone speaks to you and you audibly hear the
voice.
What is Listening? -
correct answer ✅Is the comprehension of the conversation-
someone speaks to you and you both hear and understand that
person.
Strategies for Improved Listening -
correct answer ✅1. Show empathy
2. Listen for concepts
3. Be patient
4. Listen openly
5. Send positive nonverbal cues
6. Don't argue
7. Take notes if necessary
8. Ask Questions
9. Stop talking!
10. Prepare yourself
, Professional Customer Service Final Exam
Questions & Answers (Grade A+)
11. Listen actively
12. Show a willingness to listen
What is a "closed-end" questions? -
correct answer ✅They are Yes and No questions or one word
responses.For example, Do, Did, Are, Can, Which, Is, Has
What are "open-end" questions? -
correct answer ✅They are questions that would require a detailed
longer answer. Allowing more shared information. For example,
Who, What, Where, When, Why, How, Describe
Additional Guidelines When Asking questions? -
correct answer ✅A few more important guidelines to keep in mind
when asking questions:
1. Avoid criticism
2. Ask only positively phrased questions
3. Ask direct questions
4. Ask customers how you can better serve
Questions & Answers (Grade A+)
What is Hearing? -
correct answer ✅The physical or sensory action involved in a
conversation someone speaks to you and you audibly hear the
voice.
What is Listening? -
correct answer ✅Is the comprehension of the conversation-
someone speaks to you and you both hear and understand that
person.
Strategies for Improved Listening -
correct answer ✅1. Show empathy
2. Listen for concepts
3. Be patient
4. Listen openly
5. Send positive nonverbal cues
6. Don't argue
7. Take notes if necessary
8. Ask Questions
9. Stop talking!
10. Prepare yourself
, Professional Customer Service Final Exam
Questions & Answers (Grade A+)
11. Listen actively
12. Show a willingness to listen
What is a "closed-end" questions? -
correct answer ✅They are Yes and No questions or one word
responses.For example, Do, Did, Are, Can, Which, Is, Has
What are "open-end" questions? -
correct answer ✅They are questions that would require a detailed
longer answer. Allowing more shared information. For example,
Who, What, Where, When, Why, How, Describe
Additional Guidelines When Asking questions? -
correct answer ✅A few more important guidelines to keep in mind
when asking questions:
1. Avoid criticism
2. Ask only positively phrased questions
3. Ask direct questions
4. Ask customers how you can better serve
