Developing Strong Listening and Communication Skills, chapter 2
B
What does this chapter suggest to help service desk analysts monitor their facial expressions and posture? a. Get feedback from another analyst at the completion of a call b. Place a mirror at eye level in the analyst's workspace c. Watch prerecorded videos of previous calls d. all of the above
B
What is paraphrasing? a. Slowly repeating what the customer has just said b. Restating information using slightly different words c. Removing all acronyms from you speech d. Using appropriate technical jargon in your speech
False
Aggressive people never volunteer opinions or comments
A
Believing that you can listen to a customer and still pay attention to what is going on around you is an example of ____. a. 'third ear' syndrome b. distractions c. imaging d. a mental side trip
True
Communications is the exchange of thoughts, messages, and information.
True
Good listeners respond to what is being said and how it is being said.
D
If a customer is very angry, an analyst should ____. a. let him vent b. use verbal nod of the head to indicate he is listening c. refrain from interrupting him d. All of the above
False
If an analyst has exhausted all of his resources, it is appropriate to tell a customer that "There's nothing else I can do."
True
If you accept information at face value, you are practicing passive listening
C
If you are unsure whether a customer understands what you have just said, how should you proceed? a. Continue talking, but speak more slowly so the customer will be sure to understand. b. Keep talking; the customer will interrupt if he has a question c. Ask teh customer if he would like you to repeat what you have said d. Assume the customer did not understand what you said and repeat, verbatim, the information
True
One tip to avoid mental side trips preventing your ability to listen is to keep parper and pen nearby to write down tiems you don't want to forget.
True
Service desk analysts must remember that emotional filters can influence their ability to listen effectively.
False
Service desk analysts use verbal skills to communicate with customers; they do not use nonverbal skills
False
Since all customers should be comfortable using technology, analysts should not worry about asking questions that are too technical; they should avoid asking questions that are too simple.
True
Sometimes not asking questions is actually a component of providing good customer service.
D
Studies indicate that we ignore, forget, distort, or misunderstand ___ percent of what we hear. a. 10 b. 25 c. 50 d 75
True
The volume of an analyst's voice should always be loud enough that customers can hear, but should not be so loud that it disturbs the surrounding people
C
When communicating face-to-face, nonverbal qualities make up ____ percent of the conversation. a. 20 b. 25 c. 55 d. 75
True
When interacting with complainers, empathize but do not sympathize with the customer's complaint.
B
_______________ is / are constently cited as the most important skill(s) for a support person. a. Problem solving ability b. Listening c. The ability to empathize d. Communication skills
True
Listening means making an effort to hear something - paying attention
D
One tip mentioned in the active listening portion of this chapter is analysts using ____ to diagnose incidents and methodically identify solutions
C
What is social listening? a. A method of passive listening that enables service desks to communicate with customers through another channel b. Using Facebook, Twitter, and other social media sites to resolve incidents and handle service requests. c. Identifying and evaluating what is being said about a company, individual, or product on the Internet d. Both A and B
D
What is the most common way to build rapport with a customer? a. Answer the phone promptly b. Use a standard, polite greeting when answering the phone c. Ask the customer how you may help them d. Listen for the customer's name and use it respectfully during the remainder of your conversation.
True
When diagnosing a customer's incident, it is important to determine his skill level so you know how to respond and proceed to resolve the incident
False
When interacting with know-it-alls, suggest alternatives and make sure they know their opinions are not correct.
C
When interacting with which type of users should you ask open-ended questions? a. Chatters b. Complainers c. Passive d. Know-it-alls
B
When is it appropriate to interrupt a customer? a. When he is upset b. When he is being abusive c. When he is describing what caused the incident d. It is never appropriate to interrupt a customer
False
When speaking to customers, you should always use your normal rate of speech.
True
When trying to be enthusiastic with customers over the phone, approach the phone call as if it were an interaction with a customer standing in front of you.
True
When you acknowledge customers' emotions, you are addressing a basic human need to be heard and understood.
A
Which concept does "Listening is not waiting for your turn to talk? explain? a. Jumping ahead b. Distractions c. Imaging d. Emotional filters
A
Which group of people are most likely to avoid engaging in social conversation and want to get to the point immediately? a. Aggressive people b. Chatterers c. Complainers d. Know-it-alls
D
Which is a benefit of active listening? a. Assisting an analyst in downplaying the urgency of the incident b. Enabling an analyst to address the customer's emotions Helping an analyst to keep the conversation on track d. Both B and C
A
Which is a common mistake in customer service? a. Delivering too much information b. Being too empathetic c. Getting too much information from the customer d. Being to polite
C
Which is an effective method of dealing with chatterers? a. Restate their information and opinions b. Sympathize with their complaints c. Avoid encouraging them d. Both B and C
A
Which is an example of a close-ended question? a. is there another printer close by that you can use? b. When was the last time you were able to use this device? c. What other applications have you used today? d. What other symptoms have you experienced
D
Which is an example of active listening? a. Verifying that you understand the speaker b. Paying attention to what is being said and how it is being said c. Not asking the speaker questions d. Both A and B
C
Which is an example, of passive listening? a. Waiting for the speaker to finish before you answer b. Responding to the speaker c. Simply taking in information and showing little regard for the speaker. d. Asking the speaker quesitons
C
Which is true about voice pitch? a. High-pitched voices are viewed as strong b. To lower your voice pitch, raise your head c. Low-pitched voices are associated with someone who is in control d. All of the above
