6. What is selective listening? Give two examples of a negative service encounter in which a CSR using selective listening would respond/react to a customer.

7. Describe the five listening techniques presented: Silence, get permission, make eye contact, stay present, and acknowledge feeling. How you would apply each of those techniques in a specific customer service encounter.

8. Provide a customer service related example for each of the six roadblocks to listening: Judging/criticizing, naming/labeling, commanding/ordering, moralizing, diverting, and advising.