The SIER hierarchy of active listening includes

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Reference no: EM132196849

1. The SIER hierarchy of active listening includes:

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

2. A company's "personality" comes across through its

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

3. 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

4. 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

Reference no: EM132196849

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