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Course 3 – Listening Quiz

Course 3 – Listening Quiz

Posted on July 5, 2018July 16, 2018 by bgactest01

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Question 1 of 5

1. Question
1 point(s)
How do you show someone you’re actively listening to them? Choose the BEST answer.
- Give regular, verbal feedback to show you understand.
- Look at them. Give them all of your attention.
- Be patient and wait for a period of silence to speak.
- All of the above.
Correct

Incorrect
Question 2 of 5

2. Question
1 point(s)
If someone is telling you a story or explaining an issue, for what reason(s) is it appropriate to ask them a question in the middle of their story?

Choose the BEST answer.
- To get their name, since you didn't get that when you first started speaking to them.
- To help them get to the point of their story when you don't have much time to listen.
- To clarify something in their story for your own understanding.
- To get a feel for how they respond to questions such as yours.
Correct

Incorrect
Question 3 of 5

3. Question
1 point(s)
What is the ONE thing you can do which will be most appreciated by your speaker?

Choose the BEST answer.
- Empathize with them to feel what they are feeling.
- Listen to every word they say.
- Be patient, calm, and relaxed throughout the entire conversation.
- Focus on them and engage them with feedback.
Correct

Incorrect
Question 4 of 5

4. Question
1 point(s)
How do you display perceptiveness to a customer?

Choose the BEST answer.
- Thoughtfully considering your words before you speak.
- Echoing the needs of your customer to confirm your understanding.
- Asking them personal questions to connect to them.
- Showing concern with language of empathy and support.
Correct

Incorrect
Question 5 of 5

5. Question
1 point(s)
When a customer calls in and starts describing a problem that has already been solved, you should –

Choose the BEST answer.
- Thank them for the call and let them know the problem has been solved. Then get on with your day.
- Let them know it's been handled and if they have any more problems, to please call back again.
- Listen to their story, however long it may be, describe their concern, and let them know it has been fixed.
- Listen to them for a few minutes, then politely interrupt them to let them know it's been taken care of. Say goodbye with a smile.
Correct

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