Effective Telephone Communication Skills! Trivia Questions Quiz

2.

List different ways to take notes when speaking with customers.

Explanation
The correct answer suggests that there are different ways to take notes when speaking with customers, and these include flow charting, storyboarding, and diagramming. These methods allow for visual representation and organization of information, making it easier to understand and analyze the customer's needs and preferences. Flow charting helps to map out processes and sequences, storyboarding helps to create a narrative or storyline, and diagramming helps to illustrate relationships and connections between different elements. Overall, these techniques aid in effective communication and documentation during customer interactions.

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3.

What 2 listening don't?

Don't hang up on the customer while they are still speaking
Don't put them on hold.
Don't interrupt
Don't finish their sentences
Don't tell them your last name.

Correct Answer(s)

A. Don't interrupt
A. Don't finish their sentences

Explanation

The correct answer is "Don't interrupt, Don't finish their sentences." This answer is supported by the information provided in the question. The question states a list of things that you shouldn't do while listening to a customer, and the two items mentioned in the answer align with that list. Interrupting and finishing someone's sentences can be seen as disrespectful and may hinder effective communication.

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4.

What are3 factors that prevent us from being good listeners when speaking with customers on the phone?

Emotional filters
Tricky problems
Missing part of the conversation
Mental side trips
Listening too quickly

Correct Answer(s)

A. Emotional filters
A. Mental side trips

Explanation

When speaking with customers on the phone, emotional filters can prevent us from being good listeners. These filters can be caused by personal biases or emotions that cloud our judgment and hinder our ability to truly understand and empathize with the customer's concerns. Additionally, mental side trips can distract us from actively listening to the customer, causing us to miss important information or fail to address their needs effectively. Both emotional filters and mental side trips can prevent us from fully engaging in the conversation and providing the best possible customer service.

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5.

What are the 3 stages of active listening?

Verbal confirmation
Non-verbal
Cues
Being quiet
Paraphrasing, clarifiying, summarizing

Correct Answer(s)

A. Non-verbal
A. Cues
A. Paraphrasing, clarifiying, summarizing

Explanation

The correct answer includes the stages of active listening, which are non-verbal cues, paraphrasing, clarifying, and summarizing. Active listening involves not only listening to the words being spoken but also paying attention to the speaker's body language and other non-verbal cues. Paraphrasing, clarifying, and summarizing are important techniques in active listening that demonstrate understanding and help ensure effective communication.

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Effective Telephone Communication Skills! Trivia Questions Quiz

What are the 7 listening do's?

Quiz Preview

List different ways to take notes when speaking with customers.

What 2 listening don't?

What are3 factors that prevent us from being good listeners when speaking with customers on the phone?

What are the 3 stages of active listening?