Site MapHelpFeedbackMultiple Choice Quiz
Multiple Choice Quiz
(See related pages)



1

All of the following are part of the listening process except ___________.
A)focusing
B)hearing
C)assigning meaning
D)responding
2

The average rate of listening effectiveness in the united States is _________.
A)25%
B)45%
C)69%
D)75%
3

Which is not a potential cause of listening breakdown?
A)personal biases
B)physical condition
C)biorhythm
D)external obstacles
4

Circadian rhythm refers to ______?
A)the ability of a service provider to perform a variety of tasks simultaneously
B)the way a service provider's heartrate influences listening ability
C)a natural 24-hour biological pattern
D)the pattern of behavior exhibited when someone becomes emotional
5

Which is not a strategy for improved listening?
A)Prepare yourself to listen
B)Listen actively
C)Be patient
D)Show sympathy for customers
6

Lag time refers to ___________?
A)The difference in the rate of information that the brain can process information and the speed at which most adults speak
B)The time it takes service providers to catch up to a customers line of thinking
C)The rate at which most customers speak
D)The fact that many service providers do not stay current with policies and procedures
7

What type of questions are typically best for identifying customer needs?
A)Closed-ended
B)Open-ended
C)Rhetorical
D)Hypothetical
8

The reasons that some customers give for not wanting or needing your products or services are called _______?
A)disagreements
B)rebuttals
C)complaints
D)objections
9

Closed-end questions generally accomplish all of the following except_________?
A)verifying information
B)closing an order
C)clarifying information
D)uncovering customer objections
10

All of the following are ways to generate meaningful customer responses except ________?
A)avoid criticism
B)ask leading questions, such as, "You really don't want that..., do you?"
C)ask direct questions
D)ask customers how you can serve them better





To learn more about the book this website supports, please visit its Information Center.
(c)2005 McGraw-Hill Higher Education
Any use is subject to the Terms of Use and Privacy Policy.
McGraw-Hill Higher Education is one of the many fine businesses of The McGraw-Hill Companies.


Customer ServiceOnline Learning Center

Home > Chapter 5 > Multiple Choice Quiz