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Test Active listening and interviewing techniques
Agenda
1st QUESTION: What is the difference between active listening and simply listening?
Involves a conscious effort to understand, reflect and internalize the message
Based on physiological sound pickup only
Responding quickly without reflection
Focuses on speaking louder to impose itself
QUESTION 2: According to the constructive listening cycle, what is the first step?
Immediately draw up an action plan
Correcting the customer to avoid misunderstandings
Ask for the customer's budget
Acknowledge and listen to the problem without interrupting
3rd QUESTION: What is the purpose of rephrasing what the client has said?
Reduce conversation time
Demonstrating that you have the last word
Confirm understanding and allow for corrections
Show technical mastery with complex terminology
QUESTION 4: What is recommended to eliminate in order to practice active listening?
Add more devices to record the conversation
Interrupt periodically to maintain control
Focusing only on the words and not the intent
Eliminate internal and external distractions
QUESTION 5: What is the effect of showing verbal and nonverbal cues such as nodding or taking notes?
Validates the customer and encourages more open communication
Reduces the need to confirm understanding
Replaces listening with automated tools
Prevents the customer from expressing emotions
QUESTION 6: What is the action plan at the end of the listening cycle?
Close the sale without asking for customer validation
Present a clear solution and check if it is satisfactory
Increase the price to filter interested parties
Change the subject to speed up the meeting
QUESTION 7: When a customer says you speak too fast, what might be the root problem according to the text?
Lack of customer patience
Lack of listening skills in the user
Lack of clarity or structure in the information
A real technical speed problem in all cases
8th QUESTION: Why is it crucial to identify the emotion and the real need behind the complaint?
Save time in the commercial process
Avoid having to rephrase what was said
Increase the amount of information shared
Offer solutions that really satisfy the consumer
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