Video 1- What is True Listening? Choose All Applicable
True Listening

Quiz
•
Professional Development
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Professional Development
•
Medium
Walid Hussain
Used 8+ times
FREE Resource
7 questions
Show all answers
1.
MULTIPLE SELECT QUESTION
1 min • 3 pts
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
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