Listening Skills

Q1. How can you show that you are actively listening over the phone to a customer?

• a) By interrupting with your thoughts

• b) By talking over the customer

• c) By using verbal nods such as "yes" or "sure"

• d) None of the above

Q2. What should the customer service representative do when a customer is yelling?

• a) Yell back at them

• b) Not respond and hang up

• c) Sound anxious

• d) Keep a calm, lower tone to calm the customer down

Q3. With all the problems that Customers are faced with daily, there is a way to address these. Select all the correct option(s) that you think best describes this process:

a) Making sure you clearly understand the customer’s Issue/s.

b) Making sure you clearly understand the customer’s expectations, and that the customer understands your role and limitations.

c) Making Sure the customer is satisfied and you both agree the Issue is resolved before ending the call or chat.

d) By utilizing all the necessary tools available to you in your research process.

e) By transferring the customer to the right person or department that can aid in resolving their issue/s.

• a) a & b only

• b) b & c only

• c) d & e only

• d) a, b, c, d only

• e) All of the above

Q4. What would a monotone and flat voice indicate to a customer?

• a) The person is energetic and wants to help.

• b) The person is bored and uninterested in the conversation.

• c) The person is angry.

• d) The person doesn’t believe what they are hearing and is annoyed.

Q5. Some common barriers to effective listening include: Prior knowledge, Distractions, Emotional Carry-over

• True

• False