Lesson 15.2 Communication Skills Answers

Select the correct answers from the drop-down menus. The workplace is busy with many conflicting priorities. When communicating with a coworker face-to-face, it is important to . When communicating with supervisors, it is recommended to . A good rule for communicating with anyone in the workplace is to . When communicating in writing, it is important to be focused, brief, and .

use abbreviations✔ be more formaluse technical language

take your time getting to the pointbe technical✔ treat people as you want to be treated

✔ factually accurateas technical as possiblehighly formal

active listeningusing body language✔ paraphrasing

✔ body languageactive listeningparaphrasing

The collection of interactions a company has with a customer who has already purchased a product is called . When dealing with customers face-to-face, a good customer service technique is to . When speaking with customers over the phone, it is important to be aware of because it can change the meaning of what is said.

Choose the best course of action for each of the following scenarios.

Select the correct answers from the drop-down menus. Having a customer service team is an important way for a company to fulfill When a customer is upset or dissatisfied, a good customer service team may be able to Customer service teams normally deal with

Choose the best course of action for each of the following scenarios. A misunderstanding happens with a customer. As the customer service agent, you should . You are dealing with a very difficult customer who is making demands that you consider to be unreasonable. As the customer service agent, you should .

to use active listening and maintain eye contactto be clear and focused in communicationto find out what is wrong and what is needed to restore positive relations with the customerto be aware of nonverbal communication and pay attention to body language

Select the correct terms from the drop-down menus. Interpreting body language and behavior: Used in meetings, over the phone, and in person: Easy to misread: Full engagement and participation as a listener: Restating something in your own words: Posture, eye movements, and gestures that subconsciously communicate a person’s thoughts:

use a positive tone of voice✔ maintain eye contactactively listen

✔ tell the customer that you will follow throughtell the customer that you are not sure if you will get to ittell the customer that these items break all the time

trick the customer into liking the product✔ restore positive relations with the customermake the customer more angry

You are dealing with a very difficult customer who is making demands that you consider to be unreasonable. As the customer service agent, you should [___].

✔ verbal communicationactive listeningslang

✔ tone of voicebody languageactive listening

being silent and staring at the customer✔ showing courtesy to the customerbeing rude to the customer

✔ people who have already purchased a productpeople who are shopping for new productsangry people