Question 30) To build better listening skills, we need to consider a A) Self -Ce

Question

Question 30) To build better listening skills, we need to consider a

A) Self -Centeredness and Self-Protection

b) Nonverbal Behaviors and Verbal Cues

C) Internal and Interactional Elements affecting two such psychological elements: and Listening

d) None of the above

Question 31) Hearing is a purely physical process. Listening Involves psychology as we attach meaning to what we hear.

True or F

Question 32) Initiate conversation promptly, speak up, greet customers with your eyes, get customers committed are tips to:

A) Get Customers to Interact with Your Organization a

B) Plant Seeds for Relationship Building

C) Establishing Rapport with Customers

d) Greet Customers Like a Guest

Question 33) Poorly managed ________________ can result in a reputation for bad service.

A) Self-Service

B) Web Chat

C) E-Service Systems

d) Blogs

Explanation / Answer

Answer 30: Option C

Explanation: By building an internal and interactional element within ourselves, we shall be able to absorb more information with patience and hence become a better listener.

Answer 31: TRUE

Explanation: An act of hearing is purely a physical process. Listening entails receiving the information and making a meaning out of it.

Answer 32: Option C

Explanation: All the given cues and acts are used by salespeople for making a good rapport with the customers which helps in generating value in the future.

Answer 33: Option C

Explanation: The modern E-service platforms, if not properly placed and managed for efficient customer service delivery, may prove to be a liability to the company by creating a bad name for the company’s services.

Related Questions

Navigate

• Browse (All)
• Browse Q
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.