AL- Test

Active Listening Skills
Course Assessment

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Question	Score
1. Active listening skills should be used when... Attending a lecture A short, factual response is required Your feedback or problem solving is required
2. Which of the following is not an Active Listening skill? Acceptance Responses Clarifying Questions Concentrating on the speaker Summarizing
3. Using any of the active listening skills to excess can become annoying. True False
4. Clarifying questions allow us to... Focus a conversation into specific areas Gain understanding when something is unclear Both Neither
5. Summarizing is a method to... Organize and recap key elements of a conversation Demonstrate to the customer that we know more than they do Change the subject when things get uncomfortable All of the above
6. Active listening can help to establish our right to be heard through... Psychic Bonding Active Obligation Psychological Truth Active Communication
7. The difference between paraphrasing and summarizing is in... The number of topics covered The intent The level of formality How well you know the customer
8. Transition sentences... Require that you agree with the customer Refocus the conversation on problem solving Often make the customer look stupid All of the above
9. Which of the following is not an example of an acceptance response? Nodding your head Saying, "I see." Shaking hands Saying, "uh-huh."
10. Of the following, which is the skill best used when the customer gives you his phone number? Repeating Paraphrasing Summarizing Acceptance Response

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