1)What phases make up the active listening process? How does hearing differ from listening? According to studies, what is the average rate of listening efficiency for most adults in the United States? Approximately a 25% efficiency rate

1)What phases make up the active listening process?

2. How does hearing differ from listening?
3. According to studies, what is the average rate of listening efficiency for most adults in the United States? Approximately a 25% efficiency rate. Why is this significant in a customer service environment?
4. List 14 characteristics of effective listeners.
5. What is a good reason for practicing good listening skills in a customer service environment?
6. Of the characteristics common to good listeners, which do you consider the most important in a customer service organization?

7. What obstacles to effective listening have you experienced, either as a customer service professional or as a customer?
8. How can you determine when someone is not listening to what you say?
9. What techniques or strategies can be used to improve listening skills?
10. How is the outcome of customer service encounters improved by using a variety of questions?

Review Questions Chapter 6 MOD 3

1. What are behavioral styles?
2. What are the four behavioral style categories discussed in this chapter?
3. What are some of the characteristics that can help you identify a person who has the following style preferences: R, I, D, E?
4. When communicating with someone who has an “R” preference, what can you do to improve your effectiveness?
5. When communicating with someone who has an “I” preference, what can you do to improve your effectiveness?
6. When communicating with someone who has an “D” preference, what can you do to improve your effectiveness?
7. When communicating with someone who has an “E” preference, what can you do to improve your effectiveness?
8. What are some strategies for eliminating service barriers by using your knowledge of behavioral styles?
9. What are perceptions?
10. How can perceptions affect customer relations?