Review Questions Chapter 5 MOD 3 1) What phases make up the active listening process? 2

Review Questions Chapter 5 MOD 3

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?

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?