
APEx Program

Quiz
•
Life Skills
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Professional Development
•
Easy
Neetu Keswani
Used 1+ times
FREE Resource
8 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How is active listening beneficial in a customer service role?
Active listening is a communication technique that involves fully concentrating on what the customer is saying, understanding their needs, and responding thoughtfully.
Active listening is pretending to listen to the customer while thinking about something else.
Active listening is interrupting the customer constantly.
Active listening is ignoring the customer and focusing on other tasks.
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Imagine you are in a Client Presentation. How can you demonstrate confidence through nonverbal communication?
Covering ears
Nodding vigorously
Maintaining eye contact & Assertive tone of voice
Staring blankly
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How can effective feedback be delivered?
Random, infrequent, negative, vague, public, lacks suggestions for improvement
Specific, timely, constructive, actionable, behavior-focused, private, includes suggestions for improvement
General, untimely, negative, vague, public, lacks actionable steps
Vague, delayed, critical, general, public, lacks actionable steps
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How can body language impact communication in the workplace?
Body language can only impact communication in personal relationships, not in the workplace
Body language only affects written communication in the workplace
Body language can impact communication in the workplace by influencing how messages are perceived through nonverbal cues such as facial expressions, gestures, posture, and eye contact.
Body language has no impact on communication in the workplace
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What role does empathy play in conflict resolution?
Empathy leads to further misunderstandings and escalates conflicts
Empathy only benefits one party in the conflict
Empathy allows individuals to understand and relate to the emotions and perspectives of others involved in the conflict, fostering communication, building trust, and finding mutually acceptable solutions.
Empathy is irrelevant in conflict resolution
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When delivering bad news to a customer, which of the following approaches is most effective?
Blame someone else for the problem and shift the responsibility.
Be vague about the details to avoid making the situation worse.
Deliver the news clearly and honestly, and provide a solution or next steps
Avoid addressing the issue directly and hope the customer forgets about it.
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the main purpose of asking probing questions during a customer interaction?
To challenge the customer's statements and show your expertise
To gather more detailed information to better understand the customer's issue.
To confuse the customer and make them reconsider their complaint
To fill time while you think of a solution
8.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is a key element of effective business storytelling?
Using complex jargon to demonstrate expertise
Focusing solely on data and statistics
Creating an emotional connection with the audience.
Avoiding any form of narrative to maintain professionalism.
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