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Homework answers / question archive / Customer Service Quiz CHAPTER 3 1)Feedback is not an important element in the two-way communication model

Customer Service Quiz CHAPTER 3 1)Feedback is not an important element in the two-way communication model


Customer Service Quiz


1)Feedback is not an important element in the two-way communication model.

  1. Customers appreciate your integrity, and they trust you more when you use language such as “I’m sorry” or “I was wrong” when you make a mistake.
  2. Phrases such as “I’ll try” or “I’m not sure” send a reassuring message that you are going to help solve a customer’s problem.
  3. When you use agreement or acknowledgment statements, customers can vent without their emotions escalating.
  4. You should attempt to make a positive impression by focusing on the customer and his or her needs during your initial and subsequent contacts.
  5. Having one prepared greeting and closing statement to use with all customers is a good practice.
  6. When you are not certain of an answer, it is a good idea to express an opinion or speculate when something will occur if a customer asks.
  7. An acceptable response to a customer’s question about why something cannot be done is “Our policy does not allow . . ..”
  8. You should delay feedback whenever possible unless you are communicating in writing.
  9. The appearance of your workplace has little effect on customer satisfaction as long as you are professional and help solve problems.
  10. Assertive communication means expressing your opinions positively and in a manner that helps the customers recognize that you are confident and have the authority to assist them.
  11. Assertiveness is another word for “aggressiveness.”


  1. The ______ is the idea or concept that you or your customer wishes to convey.


  1. In the two-way communication model, _________ occurs as the sender evaluates what must be done to effectively put his or her message into a format that receiver will understand.


  1. Factors such as age, expertise, and cultural background can lead to _____ errors during communication and cause a breakdown in the interpersonal communication model.


  1. Feedback typically comes in the form of nonverbal reactions or verbal responses or questions during face-to-face or telephonic communication.
  2. Collin’s defensive attitude based on past experience represents a communication ______ that could negatively impact his discussion with his super visor Ted.
  3. Darryl thought the acoustics in the room were terrible. Whenever the speaker played an audio clip, the sound bounced all over the room and was hard to discern. What type of noise is Darryl experiencing?


  1. Identify the guidelines of providing effective service to customers


  1. Some theme parks have adopted the policy of referring to customers as “guests.” Which part of the PLAN process does this policy demonstrate?


  1. An example of provider-centered language is _______.


  1. Why do customer-service professionals use small talk while delivering service to customers?


  1. _______ messages are messages that are potentially less offensive than ______ messages, which function like nonverbal finger-pointing when emotions are high.


  1. ______ is the practice of a message receiver giving back in his or her own words what a sender said


  1. ___ I the silent bond between two people as a result of sharing common interests and issues and demonstration of a win-win, I care attitude.


  1. When approached by a customer wanting to return a product, which response by a cashier would be the best?        


  1. The response given to a sender’s message that allows both the sender and receiver to know that a message was received correctly is called verbal ____.


  1. Jodi is a pediatric nurse who would rely on her _____ skills when speaking with concerned parents to reassure them and clarify follow-up instructions.


  1. Which of these customer service professionals is using verbal finger-pointing?


  1. Brian is demonstrating self-awareness of a _______ and modifying his behavior so it does not decrease customer’s satisfaction.


  1. Which of the following is typically classified as the best channel of communication?
  2. The number of customer service representative jobs in the United States is expected to ___ within the coming years.


  1. A service provider should always focus their message on the ___.


  1. The final step in the PLAN process is to ___.


  1. The component of the two-way communication model that initiates a message is the ___.


  1. ____ people are self-assured and state what they believe to be true in a self-confident manner.


  1. Which behavior would be best associated with an assertive communication style?


  1. A way to demonstrate assertiveness is to


  1. To deliver quality service effectively, a customer service professional must ____.


  1. Which of the following statements is true of assertive communication?


  1. When answering customer questions, it is important to be ___, especially when it comes to details regarding cost, delivery dates, warranties, and other important areas.


  1. Julianna told the customer, “Here is my position on your situation. What is your reaction to that?” Julianna is demonstrating _____ behavior.


  1. If a customer-service executive is confronted by an angry customer, he or she should __.


  1. An example of negative question is ______.


  1. Barbara is listening to a customer explain the details of a product issues when she needs an important clarification to properly initiate resolution. As the customer continues to speak, what should Barbara do?


  1. An aggressive person prefers to ____ the conversation.


  1. The setting in which you send or receive messages is known as the ______.

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