1) Within a conversation, the purpose of using alternative question is... a) ...to provide a systematic decision support for the conversation partner. b) ...To force the other to make a clear decision. c) ...To steer the conversation towards a defined direction. d) ...To put the answer in the counterpart's mouth. 2) Which information on different communication channels is true? a) Verbal communication plays only a minor role in the overall context. b) Visual communication, also knows as body language, has the main impact on how the communication is perceived by others. c) Tonality accounts for approx. 55% of the perceived communication. d) Communication can be classified in three major elements: Verbal, Visual, and Tonality. 3) What are the most important challenges of communicating via telephone? a) You don't have the opportunity to make a good first impression. b) Communication takes place solely by voice and language. c) You cannot read the facial expressions and the body language of the person you are talking to. d) Applying the appropriate conversation management. 4) By paraphrasing, you... a) ...repeat an emotional message with your own words. b) ...are focused on the main topic. c) ...signal you have understood the main message. d) ...actively listen to a message.

CRM Multiple Choice Questions

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