customer service final exam study guide-Exam
Questions with Verified Correct Answers |
Guaranteed A+
The best way to resolve conflicts is communication and having an open mind -
✔✔true
Listening to each other when having a conflict is a positive way to understand where the
misunderstanding may be in the communication - ✔✔true
Basic communication is when the receiver sends information to the sender - ✔✔false
A channel, when communicating, can be any device or object to relay the information to
another person - ✔✔true
When communicating, it is easier to communicate when both parties do not have
shared understanding - ✔✔false
The aggressive communication style is a style where a person has an open minded,
bitter, negative, and does not appreciate others - ✔✔false
The aggressive communication style can be verbal/nonverbal it depends on the person -
✔✔true
A customer that yells "don't ask me WHY JUST DO IT" has a passive communication style
- ✔✔false
, A customer who is quite, smiles when he or she does not want to smile and says one
thing but mean something else is using a passive communication style - ✔✔true
The assertive communication style is an action oriented, open minded, and positive
style that customers as well as customer service representative can use - ✔✔true
Telling a customer "please calm down" is the best way to relax an irate customer -
✔✔false
Using positive body language is very important when approaching a customer no matter
if he or she is aggressive, passive or assertive - ✔✔true
It is important to remember that customer service skills are needed whenever dealing
with people not just in the retail industry - ✔✔true
Appreciating knowledge received from an individual is one of the biggest advances a
person can take when working in customer service - ✔✔true
It's not what you say, but how you say it is Ms. Toomer's favorite quote when handling
others - ✔✔true
Characterizing a good listener is someone who is listening with an open mind and tries
to be empathetic to the other person's point of view - ✔✔true
Selective listening is hearing only what you want to hear-sorting out what's not
important or of no interest to you - ✔✔true
Questions with Verified Correct Answers |
Guaranteed A+
The best way to resolve conflicts is communication and having an open mind -
✔✔true
Listening to each other when having a conflict is a positive way to understand where the
misunderstanding may be in the communication - ✔✔true
Basic communication is when the receiver sends information to the sender - ✔✔false
A channel, when communicating, can be any device or object to relay the information to
another person - ✔✔true
When communicating, it is easier to communicate when both parties do not have
shared understanding - ✔✔false
The aggressive communication style is a style where a person has an open minded,
bitter, negative, and does not appreciate others - ✔✔false
The aggressive communication style can be verbal/nonverbal it depends on the person -
✔✔true
A customer that yells "don't ask me WHY JUST DO IT" has a passive communication style
- ✔✔false
, A customer who is quite, smiles when he or she does not want to smile and says one
thing but mean something else is using a passive communication style - ✔✔true
The assertive communication style is an action oriented, open minded, and positive
style that customers as well as customer service representative can use - ✔✔true
Telling a customer "please calm down" is the best way to relax an irate customer -
✔✔false
Using positive body language is very important when approaching a customer no matter
if he or she is aggressive, passive or assertive - ✔✔true
It is important to remember that customer service skills are needed whenever dealing
with people not just in the retail industry - ✔✔true
Appreciating knowledge received from an individual is one of the biggest advances a
person can take when working in customer service - ✔✔true
It's not what you say, but how you say it is Ms. Toomer's favorite quote when handling
others - ✔✔true
Characterizing a good listener is someone who is listening with an open mind and tries
to be empathetic to the other person's point of view - ✔✔true
Selective listening is hearing only what you want to hear-sorting out what's not
important or of no interest to you - ✔✔true
