Associate sounds and meanings to create understanding

Assignment Help Operation Management

Reference no: EM132196842

1. Through hearing we associate sounds and meanings to create understanding.

True, False

2. You should always jump to answer the phone even when in a face to face discussion with businessperson or customer.

True, False

3. It is recommended that customer service representatives should use specialized jargon when speaking with customers.

True, False

4. Behaviors are marked by explicit actions people take, not by attitudes, outcomes or goals.

True, False

5. Customer satisfaction, although necessary, is not sufficient to create loyalty

True, False

Directions: Read each statement carefully. Indicate whether the statement is true or false by filling in the circle next to either True or False.

6. Are the key skills a business encompasses to provide a service to the customer that is not easily reproduced by others. Core Competencies

True, False

7. Refers to the degree of 'vested interest" we may have in our own point of view. Self -Centeredness

True, False

8. A company’s "personality" comes across through its Organizational Culture ?

True, False

9. The term Gatekeeper Refers to one who previews incoming information to determine if it is appropriate to the needs of the person the message is aimed?

True, False

10. Are databases of answers to frequently asked questions (FAQs). Knowledge Bases

11. Is the measurement, collection, analysis, and reporting of Internet data for purposes of understanding and optimizing Web usage. Web Analytics ?

True, False

12. A can be an information-sharing site that facilitates customers helping each other.

True, False

13. Is an attempt to be polite to someone during a conversation and results in what someone called the "wide asleep listener? Faking Attention

True, False

14. Advocate or express a point of view that runs counter to your own attitude.

Counter attitudinal Advocacy CAA ?

True, False

15. Happen when upset customers tell other people.

Ripple Effects

True, False

16. People turnoffs almost always arise from communication problems. An example of a people turnoff would be:

a) Slow service or help not available

b) Customer follow-up procedures

c) People who give inaccurate information

d) Price too high for value received

17. Which of the following is a proactive behavior that con improve listening effectiveness RRR

a) Rely on your own guesses in interpreting the message

b) Increase the number of gatekeepers

c) Solicit clarification

d) Listen only until you think of a response or counterargument

Reference no: EM132196842

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