Andrea Is a Technical Assistant for a Computer Company

question 14

Multiple Choice

Andrea is a technical assistant for a computer company. After listening to the customer, she asks, "What is it the software will not do?" Andrea is practicing the active listening skill of:

• A)paraphrasing what a prospect says.
• B)listening to the customer's words from the customer's point of view.
• C)asking questions to gain a more complete understanding of what the customer is trying to communicate.
• D)tolerating silence gives the customer time to think.
• E)summarizing provides both the salesperson and the customer with an overview of what has been said.

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Definitions:

Desired Performance

Desired Performance specifies the level of competence or results that an organization, team, or individual aims to achieve.

Intellectual Capital

The intangible value of a business, covering its people (human capital), the value relating to its relationships (relational capital), and everything that is left when the workers go home (structural capital), which includes the proprietary knowledge.

Collective Brainpower

The combined intelligence, creativity, and problem-solving abilities of a group or team.

Workforce

The collective group of employees working in an organization or sector, encompassing various roles, skills, and backgrounds.