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Exam 4: Nonverbal Communication Skills

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Question 31

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The number of service providers and customers with varied backgrounds has been declining at a rapid pace.

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Question 32

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Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, and grooming are known as ________.

A) verbal fillers
B) pupilometrics
C) paralanguage
D) body language

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Question 33

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Women are likely to be more bilateral in the use of their brain.

Zones or distances in which interpersonal interactions can take place are known as _____.

Your appearance and grooming are an important part of your ________ when dealing with customers.

Playing with hair, pulling at an ear, and other such habits should be minimized because they tend to send negative messages to customers.

In most Western cultures, the typical period of time that is comfortable for holding eye contact is _____ seconds.

The key to reading body language is to realize that your interpretation should be used only as an indicator of the true meaning.

Groupings of nonverbal behavior, such as crossed arms and friendly touching, are called ________.

If you are to understand and serve people who might be different from you, you must first become aware that they are also very similar to you.

Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, and grooming are called body language.

________ is likely to lead to customer relationship breakdowns.

Perception checking is one way to clarify a nonverbal cue by stating the behavior that was observed.

What is the role of gender in nonverbal communication?

What are clusters?