COMM SKILLS

1. Like an inactive listener, this listener will listen only as far as is needed to get the gist of what is being
said. Then, they can transition comfortably into an inactive listener.
a. Rushed Listener c. Rush Lister
b. Rashed Listener d. Rush Guard Listener
2. It is a process by which people exchange and share messages. The message can be delivered orally or
through written symbols.
a. Communicate c. Compartment
b. Community d. Communication
3. This is a person who would otherwise be an active listener, and they will give you signs of a
concurrence and support, but their only goal is to please you.
a. Motivative Listener c. Active Listener
b. Thoughtful Listener d. Supportive Listener
4. It is a very important factor for communication to transpire.
a. Communication c. Knowledge
b. Language d. Interest
5. People who are engaged in communication should possess the same level of _____ so that there will
be a continuous exchange of information.
a. Communication c. Knowledge
b. Language d. Interest

CUSTOMER SERVICE

1. A customer needs shoes to match an outfit, which question type would be most useful?
a. Closed c. Open
b. Easy d. Difficult
2. The most important reason to listen to a customer is.
a. For staff to learn about products c. staff can order more stock
b. they can explain their needs d. to make them feel reassured
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3. The 1 step in the handling complaints cycle is
a. Listening to the CX c. Trying to find a viable solution to the
complaint
b. Analyzing the complaint d. Asking the CX if the solution is satisfactory
to get the problem
4. Frontline service provider who deals with CX on a day-to-day basis
a. CSR- Customer Service c. CEO
Representative
b. Admin Staff d. Supervisor
5. You should never say which of the following to the CX?
a. Welcome to the store c. I don’t know
b. Please come again d. How may I help you?