1. Listening is an active, learned process consisting of four phases: receiving/
ID: 360178 • Letter: 1
Question
1. Listening is an active, learned process consisting of four phases: receiving/hearing the message, attending, comprehending, and responding.
True
False
2. Hearing is the phase of the listening process in which a listener focuses attention on a specific sound or message being received from the environment.
True
False
3. Attending is the first phase of the listening process.
True
False
4. When dealing with customers, service providers should make preconceived assumptions about the customers they are interacting with.
True
False
5. A personal bias held by a service provider against a particular customer is categorized as an external obstacle that can cause listening breakdown.
True
False
6. The circadian rhythm affects metabolic and sleep patterns in humans as day replaces night.
True
False
7. Lag time is the difference in the rate at which the human brain can receive and process information and the speed at which most adults speak.
True
False
8. A service provider’s projections made about underlying customer message meanings based on past experiences are called faulty assumptions.
True
False
9. Information overload refers to having too many messages coming together and causing confusion, frustration, or an inability to act.
True
False
10. Physical barriers like desks and furniture are considered to be external obstacles that can cause a listening breakdown.
True
False
11. The term behavioral style identifies categories of human behavior identified by behavioral researchers.
True
False
12. Open-end questions primarily help in determining the who, what, when, where, why, and how about a given situation.
True
False
13. Closed-end questions are used to seek substantial amounts of information.
True
False
14. Asking indirect questions that are critical in nature helps generate meaningful responses from customers.
True
False
15. _____ is the first step of the listening process.
Hearing
Attending
Comprehending
Responding
16. _____ is the phase of the listening process in which a listener focuses on a specific sound being received from the environment.
Attending
Hearing
Comprehending
Responding
17. _____ is the phase of the listening process where the brain attempts to match a received message with other information stored in the brain in order to extract meaning from it.
Hearing
Comprehending
Attending
Responding
18. The process that occurs in thinking when a previously experienced pattern that is stored in memory is encountered again is known as _____.
hearing
attending
responding
recognition
19. _____ refers to sending back verbal or nonverbal messages to a message originator.
Hearing
Attending
Responding
Comprehending
20. Which of the following is true of service providers who are good listeners?
They are apathetic to the concerns of their customers.
They tend to be emotionally involved in interactions with customers.
They apply their subjective opinions and judgments when conversing with customers.
They are attentive to their customers and strive to understand their needs.
21. Which of the following is true of the circadian rhythm?
It is a psychological cycle.
It is a 12-hour pattern that depends on lunar cycles.
It is a constant rhythm that exists throughout the day.
It is establishes a person’s peak performance periods.
22. The rate at which the human brain processes information is called _____.
thought speed
rate of speech
listening gap
congruence
23. Which of the following is an example of an external obstacle that can result in a listening breakdown?
Dysfunctional circadian rhythm of the service provider
Information overload directed against the service provider
Inherent bias held by the service provider against the customer
Psychological distracters afflicting the service provider
24. _____ is the process of correcting something that has not gone as promised involving provision of a product to a customer.
Product positioning
Product placement
Service recovery
Service breakdown
25. _____ refers to ensuring that verbal messages sent are in agreement with nonverbal cues used.
Congruence
Thought speed
Information overload
Polarity
26. Which of the following statements is most likely to be true of open-end questions?
They are used to discourage dialogue.
They help to establish a number of facts.
They usually result in small amounts of new information.
They elicit one-syllable answers.
27. Identify the open-end question from the following.
What is the cost of this mattress?
Do we have your agreement on this matter?
Is the pain in your ankle biting or burning?
How is this product normally used?
28. Which of the following is a viable way to generate meaningful responses from customers?
Ask indirect questions.
Use critical questions.
Ask directive questions that are neutrally phrased.
Ask customers how you can serve them better.
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Explanation / Answer
1. Listening is an active, learned process consisting of four phases: receiving/hearing the message, attending, comprehending, and responding.
True
Stages of listening starts with the receiving state of hearing the message, understanding phase of attending to the message, evaluating stage of comprehending the message and Responding stage by giving response to the message.
2. Hearing is the phase of the listening process in which a listener focuses attention on a specific sound or message being received from the environment.
False
It is rather the phase called Attending where the listener focuses attention on a specific sound or message being received from the environment.
3. Attending is the first phase of the listening process.
False
Hearing is the first phase which is a physiological process, passive in nature.
4. When dealing with customers, service providers should make preconceived assumptions about the customers they are interacting with.
False
If preconceived assumptions are made about the customers then it will act as the barrier to communication and listening process while interacting with them.
(Since multiple objective questions are posted, only the first four are answered)
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