Dissatisfaction May Occur Shortly After a Purchase; This Is Called

question 49

True/False

Dissatisfaction may occur shortly after a purchase; this is called cognitive dissatisfaction.

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Definitions:

Closed-ended Question

A type of question formulated to receive a specific, often "yes" or "no", answer.

Active Listening

The act of listening attentively to the speaker’s message and responding by giving appropriate feedback to show that you understand what the speaker is saying. Restating the speaker’s message in your own words to confirm that you accurately interpreted what was said.

Passive Listening

The act of listening attentively to the speaker's message and responding to the speaker by providing verbal or nonverbal cues that encourage the speaker to continue. In effect, saying “I'm listening, please go on.”

Reflective Listening

A communication technique involving actively listening to a speaker, then repeating back what was said to confirm understanding and empathy.