chapter 3 smartbook
An example of a positive question is _____.
"What makes you feel that way?"
Which of the following is most likely to build a customer relationship?
"How may I help?"
When processing a return, Akansha said to her customer "You should not have opened the product. Now you will need to settle for a store credit." Akansha's statement exhibits _____ service behavior.
aggressive
Julianna told the customer, "Here is my position on your situation. What is your reaction to that?" Julianna is demonstrating Blank______ behavior.
assertive
_____ people are self-assured and state what they believe to be true in a self-confident manner.
assertive
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 ........
feedback
The stage of the interpersonal communication process in which a receiver responds to a sender's message is known as _______
feedback
When compared to verbal feedback, nonverbal feedback can be ______ powerful due to many factors that can affect customer interpretation.
more
Which of the following terms is classified as a global term?
never
While answering a customer's question, Joyce noticed a puzzled look on the customer's face and asked "Did I explain that clearly?" to which the customer nodded. The customer in this exchange is exhibiting what form of feedback?
nonverbal
According to the PLAN process, a customer service professional should be ______
proactive
The component in the two-communication model that gathers the sender's message and decides how to react to it is the ______.
receiver
In a two-way communication model, the ______ chooses the communication channel and encodes the intended message.
sender
Carol is angry that a product she ordered online hasn't been delivered to her. She calls the customer service hotline asking for an explanation. Which of the following responses from the customer service executive is most likely to help in avoiding a negative impression?
I will check with our logistics team and get back to you soon.
Identify an example of a customer-centered language.
I'll take care of that right away.
Which of these customer service professionals is using verbal finger-pointing?
Jose told his customer "If you had kept your receipt, I could refund your money."
When a customer complains about the store's refund policy, Julian agrees and gives the customer a toll-free number to call the corporate office. By deferring responsibility, Julian is ignoring which element of the PLAN model for positive customer communication?
Let your customers know they are important.
Matt writes an e-mail to Jacinta and Abdul, informing them that a product has been flagged as defective and they should notify any customers who call that they will receive an immediate refund. Identify the sender in this scenario.
Matt
_____ is the silent bond between two people as a result of sharing common interests and issues and demonstration of a win-win, I care attitude.
Rapport
Why does customer satisfaction hinge on an organization's ability to transmit and receive messages freely and effectively with current and potential customers?
The business of customer service is all about people.
______ involves projecting a presence that is assured, confident, and capable without seeming to be aggressive or arrogant.
Assertiveness
the component of the two-way communication model that initiates a message is the _____.
sender
Which behavior would be best associated with an assertive communication style?
taking ownership
One technique for asking non-problematic questions is to avoid starting with the word ____
why
Janet sends a scanned copy of her wedding invitation to Carly over e-mail. What is the channel in this scenario?
Which of the following is typically classified as the best channel of communication?
face-to-face
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
feedback
Mike has been asked to stop by his supervisor Jamila's office for a discussion. At his last job, the supervisor was never satisfied and regularly reprimanded employees without a reasonable explanation. Mike prepares to defend himself during his meeting with Jamila. Mike's defensive attitude based on past experience represents a communication Blank______ that could negatively impact his discussion with Jamila.
filter
The number of customer service representative jobs in the United States is expected to ________ (increase or decrease?) within the coming years.
increase
Jorge explained to the customer that the items he wanted would ship by Tuesday, and the customer responded that he had to have everything no later than that Monday. After he hung up the phone, Jorge didn't know if the customer was angry because the items would ship a day after he wanted them or if he was happy because they were shipping almost a week before he needed them. Which part of the interpersonal communication model does Jorge need to clarify?
message
The _______ is the idea or concept that you or your customer wishes to convey.
message
Heidi responded to a customer, "I am so sorry the dress didn't arrive on time for the engagement party. If I understand you correctly, you would like to return the dress to your local store instead of shipping it back to the company. Is that correct?" What is Heidi using in her communication?
paraphrasing
Someone who is in the business of customer service should be focused on ______.
people
True or false: Feedback is not one of the elements in the two-way communication model.
False
Which scenario is an example of two-way communication?
A server welcomes a table of new guests and gathers their order information.
Lucy manages a team of customer service professionals. Each month she guides her team in role-playing exercises of select customer scenarios. Which aspect of the PLAN process is Lucy supporting through these exercises?
Prepare for positive customer interactions.
Factors such as age, expertise, and cultural background can lead to ______ errors during communication and cause a breakdown in the interpersonal communication model.
decoding
