CSS140 Midterm Review Exam|
Questions solved 100% Correct/Verified
Solutions
Corresponding with customers using old media such as mailed notes or thank you cards
will reflect badly on a company's service-it will seem old-fashioned - T/F - ANSWER False
Generally people appreciate being called by name although not always by their first name - T/F
- ANSWER True
Some employees need to actually practice smiling like an actor might - T/F - ANSWER True
Explain the difference between hearing and listening. - ANSWER Hearing is a purely physical
activity whereby acoustic energy (sound waves) is transmitted to the brain. Listening involves
psychological processes which allow us to attach meaning to what we hear.
What do we mean by the "use of gatekeepers?" Why is this a potential problem in customer
service? - ANSWER Gatekeepers are people who preview incoming information and decide if
we need it or not. Gatekeeping can be a problem for service when customer messages are
blocked or when the customer must convey messages through several people and those
messages get distorted.
Environmental elements that affect listening include:
A) individual listening capacity.
B) noise.
C) use of gatekeepers.
, D) All of these are environmental elements. - ANSWER All of these are environmental elements.
Examples of "internal noise" which can affect our ability to listen well include:
A) loud chatter nearby.
B) a headache, dislike of the person we are talking with, or preoccupation with another
problem.
C) the "cocktail party effect."
D) All of these. - ANSWER a headache, dislike of the person we are talking with,
or preoccupation with another problem.
In the SIER hierarchy of active listening, the letters stand for:
A) seeing, innovating, evaluating, reporting.
B) selecting, interviewing, evaluating, reporting.
C) selecting, interpreting, emphasizing, reflecting.
D) sensing, interpreting, evaluating, responding. - ANSWER sensing, interpreting,
evaluating, responding
While listening capacity can clearly be hampered by too much information, it can also be
hurt by too little - T/F - ANSWER True
Inviting a customer to go to a better place to listen can signal goodwill and improve
understanding T/F - ANSWER True
The lack of effective listening may be the most common human communication problem and
can significantly damage customer service - T/F - ANSWER True
Questions solved 100% Correct/Verified
Solutions
Corresponding with customers using old media such as mailed notes or thank you cards
will reflect badly on a company's service-it will seem old-fashioned - T/F - ANSWER False
Generally people appreciate being called by name although not always by their first name - T/F
- ANSWER True
Some employees need to actually practice smiling like an actor might - T/F - ANSWER True
Explain the difference between hearing and listening. - ANSWER Hearing is a purely physical
activity whereby acoustic energy (sound waves) is transmitted to the brain. Listening involves
psychological processes which allow us to attach meaning to what we hear.
What do we mean by the "use of gatekeepers?" Why is this a potential problem in customer
service? - ANSWER Gatekeepers are people who preview incoming information and decide if
we need it or not. Gatekeeping can be a problem for service when customer messages are
blocked or when the customer must convey messages through several people and those
messages get distorted.
Environmental elements that affect listening include:
A) individual listening capacity.
B) noise.
C) use of gatekeepers.
, D) All of these are environmental elements. - ANSWER All of these are environmental elements.
Examples of "internal noise" which can affect our ability to listen well include:
A) loud chatter nearby.
B) a headache, dislike of the person we are talking with, or preoccupation with another
problem.
C) the "cocktail party effect."
D) All of these. - ANSWER a headache, dislike of the person we are talking with,
or preoccupation with another problem.
In the SIER hierarchy of active listening, the letters stand for:
A) seeing, innovating, evaluating, reporting.
B) selecting, interviewing, evaluating, reporting.
C) selecting, interpreting, emphasizing, reflecting.
D) sensing, interpreting, evaluating, responding. - ANSWER sensing, interpreting,
evaluating, responding
While listening capacity can clearly be hampered by too much information, it can also be
hurt by too little - T/F - ANSWER True
Inviting a customer to go to a better place to listen can signal goodwill and improve
understanding T/F - ANSWER True
The lack of effective listening may be the most common human communication problem and
can significantly damage customer service - T/F - ANSWER True
