Listening Skills Quiz

Listening is a passive process, similar to hearing.

• True

• False

Listening is a learned process.

• True

• False

During the comprehending stage of the listening process, messages received are compared and matched to memorized data in order to attach meaning to the messages.

• True

• False

The two categories of obstacles that contribute to listening breakdowns are personal and professional.

• True

• False

Biases sometimes get in the way of effective customer service.

• True

• False

A customer's inability to communicate ideas effectively can be an obstacle to effective listening.

• True

• False

A faulty assumption arises when you react to, or decide about, a customer's message based on your experiences or encounters.

• True

• False

A customer's refusal to deal with you, coupled with a request to be served by someone else, could indicate that you are viewed as a poor listener.

• True

• False

Many people can listen effectively to several people at one time.

• True

• False

By showing a willingness to listen and eliminate distractions, you can encourage meaningful customer dialogue.

• True

• False