Cebu Module 5 Service Skills Quiz

The given statement is true. When communicating with others, our tone of voice plays a significant role in conveying our message effectively. It can influence how our words are perceived and understood by the listener. The tone of voice can convey emotions, intentions, and attitudes, which can greatly impact the overall meaning of our communication. Therefore, it is important to be mindful of our tone of voice to ensure clear and effective communication.

Sandra is presenting BuySeasons in a positive manner by apologizing to the customer for the missing item and actively working towards resolving the issue. This shows that she takes responsibility for the mistake and is committed to providing a satisfactory resolution.

The phrase "I am sorry that your package did not arrive on time. I can definitely understand how frustrating that would be. Let's take a look at our options." best shows empathy because it acknowledges the customer's frustration and expresses understanding. It also demonstrates a willingness to help by suggesting exploring available options.

The acronym PEP stands for Personal, empathetic, positive. This means that PEP is a set of qualities or characteristics that someone possesses. Being personal means being individual and unique, empathetic means being able to understand and share the feelings of others, and positive means having a favorable or optimistic attitude. Together, these qualities suggest that PEP is a desirable trait for someone to have, particularly in interpersonal relationships or professional settings.

Empathy means to identify with the feelings, thoughts, and attitudes of another person. It involves understanding and sharing the emotions and experiences of someone else, putting oneself in their shoes. Empathy allows individuals to connect with others on a deeper level, showing understanding, support, and compassion. It is an essential quality in building strong relationships, fostering understanding, and promoting kindness and empathy towards others.

Slowing down and enunciating words can indeed help in communicating clearly and effectively. When we speak too quickly or mumble, it becomes difficult for others to understand us. By consciously slowing down our speech and pronouncing words clearly, we give others a better chance to comprehend our message. This can improve overall communication and ensure that our ideas are effectively conveyed.

The correct answer is Practice, avoid distractions, do not interrupt, do not focus on tone, set aside your ego. This acronym, PADDS, is a mnemonic device that helps to remember a set of guidelines or principles for effective communication. It emphasizes the importance of practicing good communication skills, staying focused and avoiding distractions, not interrupting others, not getting caught up in the tone of the conversation, and setting aside one's ego to promote better understanding and collaboration.

This answer is correct because ACE, in this context, refers to a set of actions or behaviors that should be followed. The answer "Ask Questions, Communicate, Engage" accurately captures these actions. By asking questions, one can gather information and understand the situation better. Effective communication is important in any interaction, and engaging with others helps to build rapport and create a positive atmosphere. Therefore, this answer aligns with the meaning and purpose of ACE.

The correct answer includes all the options that can be considered courtesy words. "Please" and "Thank you" are commonly used to show politeness and gratitude. Titles such as "Miss," "Mrs.," "Mr.," "Sir," and "Ma'am" are used to address someone with respect. "May I" is a polite way to ask for permission. However, "Dude" is not a courtesy word as it is a more casual and informal term.

This statement is not entirely true. While it is true that having a naturally enthusiastic tone can be beneficial, it is not the only factor that determines one's ability to get around a lack of enthusiasm. There are various techniques and strategies that individuals can employ to improve their communication skills and engage others, regardless of their natural tone. These may include practicing active listening, using body language effectively, and adapting their communication style to suit different situations. Therefore, it is not accurate to say that there is nothing one can do to get around a lack of enthusiasm.

The correct answer is to "fake it." This means that even if you don't have the correct answer to a customer's question, you should still try to appear confident and knowledgeable. Instead of lying or making something up, it is better to admit that you are unsure but offer to find the correct information or direct them to someone who can help. This approach maintains trust and integrity with the customer.

The phrases "Your daughter will be adorable in that!", "That is one of our most popular items!", and "I recommend this adorable theme to all of my customers!" convey enthusiasm because they use positive and excited language to express approval, popularity, and recommendation.

The steps to successful hold technique include asking the customer's permission to place them on hold, providing them with a realistic time frame and a reason for the hold, and thanking them for holding when they are taken off hold. These steps ensure that the customer feels respected and informed throughout the hold process, leading to a positive customer experience.

To be a good listener to your customer, it is important to paraphrase what they are saying. This shows that you are actively listening and understanding their message. Avoiding distractions is also crucial as it allows you to fully concentrate on the customer and their needs. Additionally, not focusing on tone, accent, etc. is important as it helps to avoid any biases or judgments based on these factors and allows you to focus solely on the customer's message.

The given answer correctly defines jargon as internal language used within the context of Buyseasons. It provides examples of specific terms such as RAN, Opus, and case note that are part of the jargon used in Buyseasons. Jargon refers to specialized vocabulary or terminology that is specific to a particular profession, industry, or group, and is often used to communicate efficiently within that group.

The phrase "I'd be happy to help you" conveys a willingness and eagerness to assist the customer with their issue. It shows a positive attitude and a genuine desire to provide support. This response indicates that the person is ready and available to offer assistance, creating a friendly and helpful customer service experience.