Understanding the Member Perspective

Understanding the Member Perspective

KG - Professional Development

15 Qs

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Understanding the Member Perspective

Understanding the Member Perspective

Assessment

Quiz

Other

KG - Professional Development

Practice Problem

Easy

Created by

Vincent Harper

Used 67+ times

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15 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What are ways to show effective listening?

Don’t make assumptions

Avoid distractions and take notes to help you stay focused

Pay close attention to the member to build rapport and pick up on details

All of the above

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What does Paraphrasing mean?

Letting the member vent

Listening carefully to what a member says and restating in your own words

Interrupting the member to tell them what you heard

Saying the exact words the member has stated

3.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

Empathy involves ___________. (Check all that apply)

Taking perspective and avoiding judgement

Giving judgement and then guidance.

Recognizing emotion in others and communicating that you recognize their emotion

Not being apologetic or showing sympathy

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Excellent customer service depends on your willingness to help our members solve their problems.

True

False

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

To show you are listening when replying to a member the best response is:

"We can’t do anything about that !"

"What you talking about Willis ?"

"I see what you mean."

"Well first off you did it WRONG!"

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Members want to know that you are hearing and understanding their concerns.

True

False

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

To become a better listener you should _________

Work on concentration

Build Distrust

Work on wrapping up the previous call before responding to current member needs

Try to listen to the radio and the member at the same time

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