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:

Stereotypes

Broad and oversimplified generalizations about a group of people or things, often based on limited information.

SES

Socioeconomic status, a measure of an individual's or family's economic and social position relative to others, based on income, education, and occupation.

Confounding Variable

An external influence that can affect the results of a research study and is not controlled or accounted for by the researchers.

Intelligence Scores

Quantitative measures obtained from cognitive tests that aim to assess an individual's intellectual abilities compared to the general population.