True Listening

True Listening

Professional Development

7 Qs

quiz-placeholder

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True Listening

True Listening

Assessment

Quiz

Professional Development

Professional Development

Medium

Created by

Walid Hussain

Used 8+ times

FREE Resource

7 questions

Show all answers

1.

MULTIPLE SELECT QUESTION

1 min • 3 pts

Video 1- What is True Listening? Choose All Applicable

Focusing on What Guest is saying

Picking up body language That's often overlooked

Understanding guest's wants and needs

2.

MULTIPLE SELECT QUESTION

1 min • 2 pts

Video 1- What is NOT a good sign of True Listening? Choose All Applicable

Give the Guest your full attention

listen to verbal and non-verbal signs

Working on computer while listening to the guest to help him faster

Focus on other employee's conversation while communicating with a guest

3.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Video 1- How did Lucas recognize that, guest was not feeling comfortable?

When he observed the body language cues

The guest told him

Another employee told him

The guest was fine, Lucas behavior was not good

4.

MULTIPLE SELECT QUESTION

2 mins • 1 pt

Video 2- What are some signs of True Listening? Choose All Applicable

Nodding the head

Tilting and smile

Agree with Guest and use hamming

Take notes and paraphrasing

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Video 2- What is Empathy?

Put your self in guests' shoes to understand their point of view

Show sadness and emotional pity

Understand what guest want by guessing

Emotional engagement without understanding guests needs

6.

MULTIPLE SELECT QUESTION

45 sec • 4 pts

Video 2- A good listener pays attention to …? Choose All Applicable

Guest tone and volume

Facial Expressions

Hand gestures

Posture

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

How could we reveal guests wants and needs?

By active listening to facts, feelings and intentions

By listening to his voice

By listening to noise around

By listening to words and statements