Complete the questionnaire below to test your skills:

Questions

People who are the most polite on the phone can be the most hostile

True
False
True feelings can be revealed through a slip of the tongue.

True
False
People generally say what they mean.

True
False
Communication has been effective if everyone knows what has been decided and what actions will result.

True
False
Silence usually signifies agreement.

True
False
Being frank is always the best policy.

True
False
When people do not understand, they will usually tell you.

True
False
A good vocabulary is most important in communicating well.

True
False
Repeating back to someone what they have said can assist communication.

True
False
People who are quiet are listening.

True
False
The most important thing in customer service is having a polite and friendly manner.

True
False
Lack of training is one of the most common reasons for performance failure.

True
False
If you don't know the answer to a customers question the best policy is to be honest and say you don't know.

True
False



 
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