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Multiple Choice Quiz
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1

Which of the following percentages were found by Dr. Albert Mehrabian with respect to the amount of emotion expressed through actual words in a two-way conversation?
A)7
B)38
C)55
D)93
2

Which of the following should only be used as an indicator of a customer's true message meaning?
A)Words
B)Clothing and accessories
C)Body language
D)Attitude
3

Which of the following is not one of the six categories of nonverbal cues discussed in the textbook?
A)Body language
B)Vocal cues
C)Spatial cues
D)Cultural cues
4

Which if the following is considered a potential positive nonverbal signal?
A)Brief eye contact (3-5 seconds)
B)Yawning
C)Crossed arms
D)Leaning away from a speaker while listening
5

The average rate of speech for adults in the United States is approximately how many words per minute?
A)50-75
B)75-125
C)125-150
D)150 or more
6

Audible sounds such as "er," "uh," "um," and "uh huh" are examples of _________?
A)verbal fillers
B)interferences
C)nervous twitches
D)nonsensical communication
7

Which of the following is not an example of western proxemics?
A)Intimate distance
B)Personal distance
C)Family distance
D)Public distance
8

The basis for differences in communication between genders stems from the fact that _____?
A)men are smarter than women
B)women are smarter than men
C)men and women are protected differently under the law
D)male and female brains develop at different rates
9

Which of the following is an example of unproductive communication behavior?
A)Raising an eyebrow as someone speaks to you
B)Making eye contact with customers
C)Firm handshake
D)Placing you hand in front of your mouth as you speak
10

Which is not a strategy for improving nonverbal communication?
A)Seeking nonverbal cues
B)Seeking clarifying feedback
C)Confirming perceptions
D)Mimicing customer behavior exactly





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