OLD Clear

Question 1 of 21

Paradigm

Is made up of our past experiences, values, needs, goals and fears
A barrier that distorts how we see and hear things
Causes us to react in ways that might hurt relationships
Prevents us from hearing things the way they were intended
All of the above

Question 2 of 21

CLEAR

Is the embodiment of good communication skills
Is an objection handling tool
Is a methodology for improving listening skills
Helps calm angry customers
All of the above

Question 3 of 21

CLEAR

Can be used in all relationships
Deepens understanding and mutual interest
Is non-manipulative and therefore not regarded as a slick “sales” technique
Will not overcome all problems
All of the above

Question 4 of 21

The “C” in CLEAR stands for

Conscious
Curious
Continue
Communication
All of the above

Question 5 of 21

Consciousness is

An awareness of external environment
An awareness of the fact that words have different meanings to different people
An awareness of paradigm and the impact it has on communication
A sign of an active mind that remains focused
All of the above

Question 6 of 21

Consciousness

Leads to greater understanding and subsequently better relationships
Is a willingness to seek understanding
Is the ability to distinguish facts from interpretations
Is being receptive and open to new information
All of the above

Question 7 of 21

The “L” in CLEAR stands for

Listening
Learn
Like
Love
Lifelong

Question 8 of 21

Conscious Listening

Is the ability to listen without becoming distracted
Is the ability to listen without becoming preoccupied with a response
Is the willingness to never interrupt someone else
Is the ability to think about listening even as we are listening
All of the above

Question 9 of 21

The “E” in CLEAR stands for

Eager
Empathize
Ensure
Energy
Efficiency

Question 10 of 21

Empathy is

The same thing as sympathy
Agreeing with the customer
Understanding and letting the customer you know you understand
A way to manipulate someone else
All of the above

Question 11 of 21

The “A” in CLEAR stands for

Articulate
Answer
Ask Clarifying Questions
Ask Questions
Acknowledge

Question 12 of 21

It is important to ask “clarifying” questions because

Some questions may anger the customer
It is important to understand before responding
Customers may not be completely clear when talking to service personnel
All of the above
None of the above

Question 13 of 21

The “R” in CLEAR stands for

Reacting
Recommend or Respond
Refer
All of the above
None of the above

Question 14 of 21

The difference in reacting and responding is

There is no difference
The intention of the speaker
Reacting is impulsive, responding is patient and mindful of paradigm
Reacting is confident, responding is timid
All of the above

Question 15 of 21

CLEAR

Works both with customers and in personal relationships
Should be practiced on a daily basis
Is both a communication style and a methodology for managing objections
Is a demonstration of respect
All of the above

Question 16 of 21

In communicating with others it is important to

Balance all of the behaviors that make up CLEAR
Listen to understand
Be conscious of the impact of paradigm
Be conscious of not dominating the conversation
All of the above

Question 17 of 21

Paradigm

Typically changes with more information
Is something that we all have but most people are not aware of
Causes miscommunication and misunderstanding
Is something that we can never really escape from
All of the above

Question 18 of 21

CLEAR can be used to

Diffuse objections
Demonstrate patience and interest
Demonstrate a willingness to learn
Enhance the relationship
All of the above

Question 19 of 21

Customers will

React negatively to CLEAR
Not care how you respond as long as you solve their problem
Respond positively to CLEAR if they think you are being sincere
Always become frustrated if you do not have an immediate answer.
All of the above

Question 20 of 21

According to a survey, the most important area of improvement from service personnel is

Better technical skills
Better on-time performance
Better professional appearance
Better interpersonal skills
None of the above

Question 21 of 21

Please share some additional thoughts on Module Two that can make the content more effective for you or your team.

This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.

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