Question 18) The SIER hierarchy of active listening includes: A) Responding b) s

Question

Question 18) The SIER hierarchy of active listening includes:

A) Responding   b) sensing   C) interpreting   d) all of the above

Question 19) A company's "personality" comes across through its

A) Employees behaviors   b) Shared values 14. C) Organizational culture d) All of the above

Question 20) The first few seconds of a contact with a customer can go a long way toward establishing a positive relationship. Which the following behaviors improve the likelihood of a successful interaction.

A) Get the customer committed

b) Use a high pressure selling technique

C) Answer the telephone before greeting a customer

d) Don't greet them right away - let the customer walk around for a few minutes

Question 21 (1 point)

All of the following represent customer loyalty except: ?

A) A willingness to recommend the company to others b) Repeat buying

C) It reflects overall customer satisfaction

b) A response to a trial offer or a special incentive

Explanation / Answer

18) d. all of the above. SIER refers to sensing, interpreting, responding and evaluating.

19) d. All of the above. Correct option. Organization culture, Shared values and employee behaviors combine to represent organization personality.

20) a. Get the customer committed. Correct option

21) d. A response to a trial offer or a special incentive. Correct option

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