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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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