Quiz #8, CHDP
Terms
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- What are the 6 steps that outline the verbal communication process
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Idea/Concept
Encoding
Transmission
Receiving
Decoding
Interpretation - Filters
- Background processes that occur thru out the communication process
- A key to communiting with expert customers is to
- Involve the CST in the process, evaluate their knowledge and match it
- A key to communicating with VIPs is to
- Get them up and running as soon as possible
- A key to communitate with Novice customers is to
- Explain step-by-step what you are doing
- A key to communicating with other support teams is to
- be professional, detailed and descriptive
- When cummunicating face-to-face ____ of the message is conveyed through body language
- 55 percent
- How would you use volume with an uncertain CST
- Speak slightly higher than normal to focus the customer on the conversation
- Which is an active listening technique
- Preparing in advance
- What name is given to a factor that influences the communication process
- A filter
- When communicating professionalism
- Communicate with your CST in a formal business-like manner
- The average adult retains about ___ of what they hear. This means that ___ of the info a CST provides during a support request is lost
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1/4
1/3 - The strenth of emotion that is projected along with the words you are saying is called
- Intensity
- The most vital vocal element that can be used. It is the best instructment for creating rapport or a bond with a customer
- Mirroring
- The Wave-like movement of the vocal tones and pitches
- Inflection