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- 1. Multiple Choice
Which of the following is an example of verbal communication?
Hand gesture
Physical distance
Conversation
Voice tone
- 2. Multiple Choice
Which of the following is NOT an element of successful verbal communication?
Engaging motivated people
Letting the process moving at its own pace
Allowing time to get to know each other
Focusing on developing an end product
- 3. Multiple Choice
Which of the following is an example of effective oral communication?
Avoid asking questions
Talking without paying attention to feedback
Avoiding difficult conversations
Ensuring the tone used is open and non-confrontational
- 4. Multiple Choice
Which of the following is NOT a shortcoming of e-mails?
Instant delivery
Information overload
Computer viruses
Ineffectiveness to communicate emotion
- 5. Multiple Choice
What percentage of non-verbal cues contribute to the communication process?
40 percent
55 percent
60 percent
75 percent
- 6. Multiple Choice
Which of the following is the study of an individual’s perception and use of space?
Paralanguage
Kinesics
Proxemics
Facial behavior
- 7. Multiple Choice
Which of the following is NOT an example of kinetics?
Drumming fingers
Pacing
Smiling
Rubbing temples
- 8. Multiple Choice
What percentage of the communication meaning is delivered through paralanguage?
23 percent
38 percent
44 percent
51 percent
- 9. Multiple Choice
How many consumers would pay a higher price for good customer service?
Three out of ten
Five out of ten
Seven out of ten
Nine out of ten
- 10. Multiple Choice
Which of the following is a sign of good customer service?
Avoiding eye contact
Properly greeting customers upon the first contact
Showing signs of impatience
Leaving the customer waiting too long
- 11. Multiple Choice
Which of the following is an appropriate nonverbal behavior with a customer?
Crossing arms
Touching the customer on his or her shoulder
Looking at other people while talking to the customer
Dressing properly with clothes in good condition
- 12. Multiple Choice
What percentage of consumers end a relationship with a business due to poor service?
53 percent
61 percent
78 percent
89 percent
- 13. Multiple Choice
Which of the following is NOT a barrier to effective communication?
A room which is too noisy
A salesperson who has good listening skills
A customer representative who avoids eye contact with the customer
Not enough time to communicate the message fully
- 14. Multiple Choice
Which of the following makes written communication effective?
Using complex and hard to understand sentences
Using long and rambling sentences
Using slang
Using correct spelling, grammar and tone
- 15. Multiple Choice
Which of the following is NOT involved in accepting constructive feedback?
Listening attentively
Avoiding eye contact to close communication
Offering explanations if necessary
Seeking ways to improve work based on suggestions made
- 16. Multiple Choice
Which of the following is NOT true about workplace communication?
Improves productivity
Increases employee job satisfaction
Improves product quality
Has a positive effect on absenteeism
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