1. Listening is an active, learned process consisting of four phases:receiving/hearing the message, attending, comprehending, andresponding.

True

False

2. Hearing is the phase of the listening process in which a listenerfocuses attention on a specific sound or message being receivedfrom the environment.

True

False

3. Attending is the first phase of the listening process.

True

False

4. When dealing with customers, service providers should makepreconceived assumptions about the customers they are interactingwith.

True

False

5. A personal bias held by a service provider against a particularcustomer is categorized as an external obstacle that can causelistening breakdown.

True

False

6. The circadian rhythm affects metabolic and sleep patterns in humansas day replaces night.

True

False

7. Lag time is the difference in the rate at which the human brain canreceive and process information and the speed at which most adultsspeak.

True

False

8. A service provider’s projections made about underlying customermessage meanings based on past experiences are called faultyassumptions.

True

False

9. Information overload refers to having too many messages comingtogether and causing confusion, frustration, or an inability toact.

True

False

10. Physical barriers likedesks and furniture are considered to be external obstacles thatcan cause a listening breakdown.

True

False

11. The term behavioralstyle identifies categories of human behavior identified bybehavioral researchers.

True

False

12. Open-end questionsprimarily help in determining the who, what, when, where, why, andhow about a given situation.

True

False

13. Closed-end questionsare used to seek substantial amounts of information.

True

False

14. Asking indirectquestions that are critical in nature helps generate meaningfulresponses from customers.

True

False

15. _____ is the firststep of the listening process.

Hearing

Attending

Comprehending

Responding

16. _____ is the phase ofthe listening process in which a listener focuses on a specificsound being received from the environment.

Attending

Hearing

Comprehending

Responding

17. _____ is the phase ofthe listening process where the brain attempts to match a receivedmessage with other information stored in the brain in order toextract meaning from it.

Hearing

Comprehending

Attending

Responding

18. The process thatoccurs in thinking when a previously experienced pattern that isstored in memory is encountered again is known as _____.

hearing

attending

responding

recognition

19. _____ refers tosending back verbal or nonverbal messages to a messageoriginator.

Hearing

Attending

Responding

Comprehending

20. Which of the followingis true of service providers who are good listeners?

They are apathetic to the concerns of their customers.

They tend to be emotionally involved in interactions withcustomers.

They apply their subjective opinions and judgments whenconversing with customers.

They are attentive to their customers and strive to understandtheir needs.

21. Which of the followingis true of the circadian rhythm?

It is a psychological cycle.

It is a 12-hour pattern that depends on lunar cycles.

It is a constant rhythm that exists throughout the day.

It is establishes a person’s peak performance periods.

22. The rate at which thehuman brain processes information is called _____.

thought speed

rate of speech

listening gap

congruence

23. Which of the followingis an example of an external obstacle that can result in alistening breakdown?

Dysfunctional circadian rhythm of the service provider

Information overload directed against the service provider

Inherent bias held by the service provider against thecustomer

Psychological distracters afflicting the service provider

24. _____ is the processof correcting something that has not gone as promised involvingprovision of a product to a customer.

Product positioning

Product placement

Service recovery

Service breakdown

25. _____ refers toensuring that verbal messages sent are in agreement with nonverbalcues used.

Congruence

Thought speed

Information overload

Polarity

26. Which of the followingstatements is most likely to be true of open-end questions?

They are used to discourage dialogue.

They help to establish a number of facts.

They usually result in small amounts of new information.

They elicit one-syllable answers.

27. Identify the open-endquestion from the following.

What is the cost of this mattress?

Do we have your agreement on this matter?

Is the pain in your ankle biting or burning?

How is this product normally used?

28. Which of the following is a viable way to generate meaningful responses fromcustomers?

Ask indirect questions.

Use critical questions.

Ask directive questions that are neutrally phrased.

Ask customers how you can serve them better.

One-way restriction message