Communication Skills and Customer Interaction Quiz
Test your knowledge on customer interaction, active listening, empathy, and more. Enhance your communication skills today!
#1
Which of the following is an example of non-verbal communication?
Speaking clearly
Using hand gestures
Writing a letter
Sending an email
#2
What does the term 'active listening' mean?
Listening with full attention and engaging in the conversation
Listening passively without any response
Interrupting the speaker frequently
Listening to respond, not to understand
#3
In customer service, what does the acronym 'CRM' stand for?
Customer Respect Management
Customer Relationship Management
Customer Request Management
Customer Retention Management
#4
Which of the following is an example of a soft skill in customer service?
Technical proficiency
Problem-solving ability
Active listening
Product knowledge
#5
What is empathy in customer service?
Ignoring customer complaints
Understanding and sharing the feelings of customers
Being indifferent to customer needs
Arguing with customers
#6
Which of the following is NOT a barrier to effective communication?
Language barriers
Cultural differences
Active listening
Physical barriers
#7
What is the significance of non-verbal cues in communication?
They are not important in communication
They can contradict verbal messages
They have no impact on understanding
They are only relevant in formal settings
#8
Which of the following is an example of assertive communication?
Aggressively imposing your opinion
Passively accepting unfair treatment
Expressing your thoughts and feelings honestly and respectfully
Ignoring others' perspectives
#9
What is the purpose of using positive language in customer interactions?
To confuse the customer
To convey negative messages
To maintain a friendly and helpful tone
To show superiority
#10
What is the purpose of paraphrasing in effective communication?
To confuse the listener
To repeat the speaker's words exactly
To summarize and confirm understanding
To criticize the speaker
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