Make everything smaller

Make everything bigger

Unit 5

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13

Across:

1.	Background questions are ___-ended questions.
3.	Non-verbal communication includes postures, gestures, facial expressions and ___ language.
5.	An example of a physical barrier is ___.
8.	The type of questioning technique to obtain detailed information from a customer is ___ questions.

9.	One thing to note when using e-mail is to avoid Reply ___.
10.	One technique for effective communication is to be ready to ___.
12.	One way to overcome barriers to effective communication is to allow enough ___.
13.	Questions that require a yes or no or one word answer are ___ questions.

Down:

2.	Shaking hands, touching or holding are examples of ___ contact.
4.	Spoken words, stress and tone of voice are used in ___ communication.
6.	To show that you are interested in listening to the customer, maintain eye ___.
7.	Questions that encourage the customer to provide extra information are known as ___ questions.

8.	When using the same product or service, customers may be influenced by ___ experiences.
11.	To show that you are listening, ___ occasionally.
13.	Confirming questions are ___ questions.

© 2014 PuzzleFast.com, Noncommercial Use Only

Unit 5

1

O

2

P

E

N

H

3

B

O

D

Y

S

4

V

5

N

O

I

S

E

6

C

C

R

O

7

B

A

B

8

P

R

O

B

I

N

G

9

A

L

L

A

A

T

C

10

L

I

S

T

E

11

N

A

K

T

O

C

G

D

12

T

I

M

E

13

C

O

N

F

I

R

M

I

N

G

L

O

O

U

S

N

E

D

D

Across:

1.	Background questions are ___-ended questions.
3.	Non-verbal communication includes postures, gestures, facial expressions and ___ language.
5.	An example of a physical barrier is ___.
8.	The type of questioning technique to obtain detailed information from a customer is ___ questions.

9.	One thing to note when using e-mail is to avoid Reply ___.
10.	One technique for effective communication is to be ready to ___.
12.	One way to overcome barriers to effective communication is to allow enough ___.
13.	Questions that require a yes or no or one word answer are ___ questions.

Down:

2.	Shaking hands, touching or holding are examples of ___ contact.
4.	Spoken words, stress and tone of voice are used in ___ communication.
6.	To show that you are interested in listening to the customer, maintain eye ___.
7.	Questions that encourage the customer to provide extra information are known as ___ questions.

8.	When using the same product or service, customers may be influenced by ___ experiences.
11.	To show that you are listening, ___ occasionally.
13.	Confirming questions are ___ questions.

© 2014 PuzzleFast.com, Noncommercial Use Only