CCT4 2.2
Customer Interactions
- 1.
Learning style where adults prefer to learn using a variety of styles is called...
- A.
Brevity
- B.
Relevance
- C.
Experience
- D.
Variety
Correct Answer
D. Variety -
- 2.
Studies show that adults are able to listen attentively for about 10 minutes and then become distracted. What type of learning does this describe?
- A.
Self-discovery
- B.
Variety
- C.
Brevity
- D.
Experience
Correct Answer
C. Brevity -
- 3.
In general, as they recieve new information, they compare it to what they already know, assimilating what's familiar and processing what's new. What type of learning does this describe?
- A.
Variety
- B.
Brevity
- C.
Experience
- D.
Relevance
Correct Answer
C. Experience -
- 4.
Self-discovery is acquiring information on your own by asking questions, building skills, and gaining insights through one-on-one discussions in which you are an active participant.
- A.
True
- B.
False
Correct Answer
A. True -
- 5.
Relevance learning style refers to wanting to understand why what you're learning is important, and how that new information applies to you in your life.
- A.
True
- B.
False
Correct Answer
A. True -
- 6.
Which of the following is true of visual learners?
- A.
Like to ask questions and paraphrase
- B.
Like to experiment
- C.
Take detailed notes
- D.
Can become easily distracted
Correct Answer
C. Take detailed notes -
- 7.
Which of the following is true of tactile learners?
- A.
Prefer discussion groups
- B.
Like demonstrations and examples
- C.
Pay close attention to voice
- D.
Like to experiment
Correct Answer
D. Like to experiment -
- 8.
Which of the following is true of auditory learners?
- A.
Can become easily distracted
- B.
Like to ask questions and paraphrase
- C.
Take detailed notes
- D.
Like to experiment
Correct Answer
B. Like to ask questions and paraphrase -
- 9.
Every customer interaction is a(n) _________________________.
- A.
Opportunity to build rapport
- B.
Chance to make a good impression
- C.
Presentation
- D.
Opportunity to ask for the sale
Correct Answer
C. Presentation -
- 10.
Remembering that the audience is your friend will help to maximize anxiety.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Remembering that the audience is your friend will help to MINIMIZE anxietyRate this question:
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- 11.
Memorizing the most important parts of what you'll say to a customer will...
- A.
Help to educate the customer
- B.
Build rapport with the customer
- C.
Help to minimize your anxiety
- D.
Help them understand you for the first 15-30 seconds
Correct Answer
C. Help to minimize your anxiety -
- 12.
Reminding yourself that you are the expert, and that you have everything you need to have a successful interaction with the customer is called "Practicing positive self-talk".
- A.
True
- B.
False
Correct Answer
A. True -
- 13.
When we get nervouse we tend to hold our breath.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Breathing will help to minimize anxiety.Rate this question:
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- 14.
If you are self-conscious, both you and the customer will be able to focus on the information you are giving.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Check your appearance - If you can engage in a conversation without being self-conscious or without there being something to distract the customer, both you and the customer will be able to focus on the information you're giving.Rate this question:
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- 15.
Using your voice effectively consists of which of the following components?
- A.
Rate
- B.
Interest
- C.
Breath
- D.
Volume
- E.
Pitch
- F.
Force
- G.
Variety
Correct Answer(s)
A. Rate
D. Volume
E. Pitch
F. Force -
- 16.
Which of the following would you not do to use your hand motions effectively?
- A.
Use them to hold props
- B.
Emphasize important points
- C.
Put them behind your back
- D.
Keep them below your waist
Correct Answer
C. Put them behind your back -
- 17.
Good eye control serves what purposes? Select all that apply.
- A.
Communicates the benefits
- B.
It allows you to learn something about the listener
- C.
Helps to build rapport
- D.
Tells the listener something about you
Correct Answer(s)
B. It allows you to learn something about the listener
D. Tells the listener something about you -
- 18.
Which of the following is not a part of the six key techniques to help you sell the company's products?
- A.
Ask questions
- B.
Listen
- C.
Communicate the benefits
- D.
Eye contact
Correct Answer
D. Eye contactExplanation
build rapport
ask questions
listen
position the product
communicate the benefits
ask for the saleRate this question:
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- 19.
Speaking confidently and ethusiastically, and at a comfortable volume - not so softly that you can't be heard, and not so loud that you are overbearing.
- A.
Positive tone of voice
- B.
Volume
- C.
Pitch
- D.
Managing anxiety
Correct Answer
A. Positive tone of voice -
- 20.
Positive body language will help you make a good first impression and build rapport with the customer.
- A.
True
- B.
False
Correct Answer
A. True -
- 21.
Personalizing is another very effective way to help adults learn.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
personalizing makes conversations between you and the customer more comfortable and interestingRate this question:
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- 22.
Listening strategies include... Select all that apply.
- A.
Brevity
- B.
Rapport
- C.
Paraphrasing
- D.
Passive listening
- E.
Offering agreement responses
Correct Answer(s)
C. Paraphrasing
D. Passive listening
E. Offering agreement responses -
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Current Version
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Feb 13, 2013Quiz Edited by
ProProfs Editorial Team -
Feb 03, 2012Quiz Created by
Mk32
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