When a receiver offers a smile when reading a message, the sender can be assured the message has been well received. Select one: True False

Which of the following is an example of the internal conditions necessary for learning?   Multiple Choice   recall of training content   providing trainees opportunities to practice new skills   strong messages provided to trainees from credible sources   verbal persuasion

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A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's friendliness. The dealership should be especially concerned with which determinants of service quality? credibility courtesy security O communication

Using research ideas write an example of an open ended question that would appear on a questionnaire. Write an example of a close-ended ordered question Write example of a closed-end unordered question Write an example of partially close-ended question

is a learning process that involves identifying learned material in long-term memory and using it to influence performance.   Multiple Choice   Retrieval   Gratifying   Generalizing   Semantic encoding

An angry customer rudely blames you for a service failure, even though the problem was caused by the customer's mistake. What is the best way to avoid getting defensive? Realize the customer is mad at something else, avoid taking it personally, and calmly explain to them what they did wrong. Let the customer vent about what they think caused the problem and then tell them the true cause of the issue. Remember "the customer is always right" and continue to treat them with respect. Respond with empathy: Put yourself in the customer's shoes and remember a time you were in a similar situation.

Choose the best answer from the options below: when a speaker indicates that they have special knowledge, ability or status that far exceeds that of the other person, that is a empathetic message O indifferent message O superiority message dogmatic message