Page 107 - DENG401_Advance Communication Skills

Advanced Communication Skills

Notes 4.11 Self Assessment

Choose the correct answer:
1. Which one of the following tasks does customer service not address?

(a) Meeting customer expectations (b) Listening to customers
(c) Solving problems (d) Updating products
2. Active listening means:

(a) you rehearse how to counter arguments
(b) you concentrate on the customer’s words
(c) you concentrate on company policy

(d) you continue talking
3. Why should you empathize with your customers?
(a) It helps you monitor their Web activities
(b) It helps you distract them with emotional words

(c) Customers value people who understand their point of view
(d) Customers appreciate impersonal language
4. What kind of language should you use to empathize with your customers?

(a) “You” language (b) “I/we” language
(c) Emotional language (d) opinionated language
5. Which of the following is not a common type of question to ask customers?
(a) Ethical (c) Closed

(b) Open-ended (d) Follow-up
6. You should ask customers questions to:
(a) avoid a customer’s anger (c) clarify your understanding

(b) keep your distance (d) prevent legal problems
7. Which of the following is not a step you should take when denying a customer request?
(a) Rephrase (c) Explain
(b) Control (d) Refuse
8. What should be your goal when denying a customer request?

(a) Avoid disappointing them
(b) Say no as quickly as possible
(c) Protect your company’s interests

(d) Make sure the customer understands the reasons

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