#1
Which of the following is an example of non-verbal communication?
Using hand gestures
ExplanationNon-verbal communication involves gestures, body language, and facial expressions.
#2
What does the term 'active listening' mean?
Listening with full attention and engaging in the conversation
ExplanationActive listening is fully concentrating, understanding, responding, and remembering what is being said.
#3
In customer service, what does the acronym 'CRM' stand for?
Customer Relationship Management
ExplanationCRM refers to strategies, technologies, and practices used by businesses to manage and analyze customer interactions and data throughout the customer lifecycle.
#4
Which of the following is an example of a soft skill in customer service?
Active listening
ExplanationSoft skills in customer service include communication, empathy, problem-solving, and interpersonal skills.
#5
What is empathy in customer service?
Understanding and sharing the feelings of customers
ExplanationEmpathy in customer service means recognizing and understanding the emotions of customers, showing that you care about their concerns.
#6
Which of the following is NOT a barrier to effective communication?
Active listening
ExplanationActive listening enhances communication by demonstrating attention and understanding.
#7
What is the significance of non-verbal cues in communication?
They can contradict verbal messages
ExplanationNon-verbal cues provide additional information and can sometimes convey a different message than verbal communication.
#8
Which of the following is an example of assertive communication?
Expressing your thoughts and feelings honestly and respectfully
ExplanationAssertive communication involves expressing oneself honestly and respectfully, without violating the rights of others.
#9
What is the purpose of using positive language in customer interactions?
To maintain a friendly and helpful tone
ExplanationPositive language fosters a positive atmosphere, enhances relationships, and ensures customer satisfaction.
#10
What is the purpose of paraphrasing in effective communication?
To summarize and confirm understanding
ExplanationParaphrasing involves restating the speaker's message in your own words to ensure comprehension and show active listening.