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Assignment 2 - 14214_405
1-45. When  you  are  trying  to  provide  a solution   to   a   customer’s problem,   you   should   consider which   of   the   following   factors? 1. The    specific    problem 2. The   complexity   of   the problem 3. Both  1  and  2  above 4. Your   feelings   about   the customer 1-46. Which  of  the  following  is  NOT  a pitfall   to   avoid   when   dealing with    customers? 1. Leaping    to    conclusions 2. Personal    interest 3. Personal    reactions 4. Stereotyping 1-47. What   are   the   three   facets involved    in    communications? 1. 2. 3. 4. The   sender,    the   receiver, and    understanding    the message The   sender,    the   receiver, and   the   message   format Understanding    the    message, the    receiver,    and  the  means of   sending   the   message The   means   of   sending   the message,   the   sender,   and   the means   of   receiving   the message 1-48. Which  of  the  following  is  NOT considered   a   language   barrier? 1. Cultural 2. Habits 3. physical 4. Speed 1-49. What   is   the   most   effective   way for   you   to   overcome   language barriers? 1. Act   as   if   you   understand everything   the   customer   says 2. Have   a   positive   attitude 3. Speak    clearly 4. Write    clearly 1-50. What   factors   contribute   to reducing    the    customer’s    ability to  see  a  problem,  to  express  it, and   to   accept   an   objective solution? 1. Anxiety     only 2. Hostility    only 3. Anxiety    and    hostility 4. Good   or   bad   attitude 1-51. Apathy  is  also  known  as 1. empathy 2. indifference 3. sympathy 4. reluctance 6

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