Please answer all. i know some answers are right and others are wrong but i cant
ID: 362679 • Letter: P
Question
Please answer all. i know some answers are right and others are wrong but i cant figure which ones are, thanks.
1. _____ is the first step of the listening process.
Hearing
Attending
Comprehending
Responding
2. _____ is the phase of the listening process in which a listener focuses on a specific sound being received from the environment.
Attending
Hearing
Comprehending
Responding
3. _____ is the phase of the listening process where the brain attempts to match a received message with other information stored in the brain in order to extract meaning from it.
Hearing
Comprehending
Attending
Responding
4. The process that occurs in thinking when a previously experienced pattern that is stored in memory is encountered again is known as _____.
hearing
attending
responding
recognition
5. _____ refers to sending back verbal or nonverbal messages to a message originator.
Hearing
Attending
Responding
Comprehending
6. Which of the following is true of service providers who are good listeners?
They are apathetic to the concerns of their customers.
They tend to be emotionally involved in interactions with customers.
They apply their subjective opinions and judgments when conversing with customers.
They are attentive to their customers and strive to understand their needs.
7. Which of the following is true of the circadian rhythm?
It is a psychological cycle.
It is a 12-hour pattern that depends on lunar cycles.
It is a constant rhythm that exists throughout the day.
It is establishes a person’s peak performance periods.
8. The rate at which the human brain processes information is called _____.
thought speed
rate of speech
listening gap
congruence
9. Which of the following is an example of an external obstacle that can result in a listening breakdown?
Dysfunctional circadian rhythm of the service provider
Information overload directed against the service provider
Inherent bias held by the service provider against the customer
Psychological distracters afflicting the service provider
10. _____ is the process of correcting something that has not gone as promised involving provision of a product to a customer.
Product positioning
Product placement
Service recovery
Service breakdown
11. _____ refers to ensuring that verbal messages sent are in agreement with nonverbal cues used.
Congruence
Thought speed
Information overload
Polarity
12. Which of the following statements is most likely to be true of open-end questions?
They are used to discourage dialogue.
They help to establish a number of facts.
They usually result in small amounts of new information.
They elicit one-syllable answers.
13. Identify the open-end question from the following.
What is the cost of this mattress?
Do we have your agreement on this matter?
Is the pain in your ankle biting or burning?
How is this product normally used?
14. Which of the following is a viable way to generate meaningful responses from customers?
Ask indirect questions.
Use critical questions.
Ask directive questions that are neutrally phrased.
Ask customers how you can serve them better.
Explanation / Answer
1. The correct answer is "Hearing".
Listening is nothing but the process by which sound is analyzed and organized in a pattern which is then interpreted so that the message is understood by inferring the meaning. The four phases of listening are receiving, interpreting, remembering and responding. Receiving the message is nothing but hearing the sound waves which is then transmitted to the brain.