Situation Analysis: Customer Complaint

After reading the scenario, answer the questions that follow.

One of the most challenging aspects of Vikram's job as a manager at an electronics store is dealing with disgruntled customers. In one of those situations, a customer accused Sam, one of Vikram's most valued employees, of treating the customer poorly and refusing to take back defective merchandise. When dealing with the complaint, Vikram started by asking the customer to explain what happened. While the customer talked, Vikram watched for Sam's reaction, gauged the customer's sincerity$,$ and examined the merchandise. When the customer finished, Vikram paraphrased the customer's concerns to make sure that he understood the complaint. He then explained that as a customer himself, he dislikes it when he feels disrespected. Vikram finally asked Sam to explain why the merchandise could not be returned.

Vikram watched his employee while the customer spoke, and he examined the merchandise to see if the customer's message was accurate. What type of listening was Vikram using?

Multiple Choice

critical listening

empathic listening

active listening

listening for enjoyment