A Rhetorical Question

question 40

Multiple Choice

A rhetorical question:

• A)calls for listeners to inwardly contemplate the answer.
• B)elicits an immediate verbal and/or nonverbal response.
• C)is opposed to the topic and is therefore inappropriate.
• D)should be used when audiences aren't paying attention.
• E)usually has a political motivation and should be avoided.

Know the effective strategies for delivering bad news, handling difficult customers, and rewarding those who complain.

Identify and explain the self-esteem trap and its impact on customer service.

Grasp the importance of delivering bad news effectively and the skills involved.

Recognize the basic human needs that drive customer behaviors.

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Definitions:

Alcoholism

A chronic disease characterized by uncontrolled drinking and preoccupation with alcohol, leading to physical, emotional, and social consequences.

Famine

An extreme scarcity of food, leading to widespread hunger, malnutrition, and mortality in a population.

Schizophrenia

Schizophrenia is a chronic and severe mental disorder that affects how a person thinks, feels, and behaves, characterized by delusions, hallucinations, and impaired cognitive function.

Malnourished

A condition resulting from not consuming enough nutrients, leading to health problems.