Unit 5

1.	The purpose is to obtain complete information on a customer’s needs, or a problem that has arisen.	A.	Emotional and psychological barriers
2.	Clear your mind of other issues and concentrate solely on the customer and matter in hand.	B.	Personal space
3.	clarify or deny a point or a specific piece of information.	C.	Background questions
4.	How we feel about the message, the receiver or even ourselves affects the accuracy of the message.	D.	Verbal communication
5.	A good service professional can recommend ideas and give constructive ___ after listening to the customer.	E.	Be open-minded
6.	occasionally to show that you are paying attention.	F.	One way to overcome a barrier to effective communication
7.	keep an open mind and do not make assumptions.	G.	Confirming questions
8.	The distance that feels comfortable between you and another person.	H.	Physical contact
9.	includes shaking hands, touching, holding etc.	I.	Nod
10.	is the transfer of messages, ideas and feelings using understood spoken words.	J.	Feedback

1.	The purpose is to obtain complete information on a customer’s needs, or a problem that has arisen. → C
2.	Clear your mind of other issues and concentrate solely on the customer and matter in hand. → E
3.	clarify or deny a point or a specific piece of information. → G
4.	How we feel about the message, the receiver or even ourselves affects the accuracy of the message. → A
5.	A good service professional can recommend ideas and give constructive ___ after listening to the customer. → J
6.	occasionally to show that you are paying attention. → I
7.	keep an open mind and do not make assumptions. → F
8.	The distance that feels comfortable between you and another person. → B
9.	includes shaking hands, touching, holding etc. → H
10.	is the transfer of messages, ideas and feelings using understood spoken words. → D