Question 11

1 pts

The desire for a specific result or the determination to do something in a particular way creates a psychological barrier to providing customer service.

O False

True

Question 12

1 pts

The basic principles of customer service do not apply to companies doing business on the Web.

False

True

Question 13

1 pts

In telephone communication, what percentage of a message is conveyed through tone of voice?

More than 75%.

.O Between 50-75%.

Between 25-50%.

.Less than 25%.

Question 14

One method of determining a customer's needs and wants is by asking questions of the customer.

O False

True

Question 15

When speaking with a business person in Thailand, maintaining eye contact is considered

polite

a sign of respect

rude

a sign of embarrassment