1. Self-listening enables you to ensure that you are presenting yourself in a ________ manner. 2. Interrupting is genera

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1. Self-listening enables you to ensure that you are presentingyourself in a ________ manner.
2. Interrupting is generally considered rude and sends a signalto the speaker that you are unwilling to ________.
3. True or False: The most common way to build rapport is tolisten for the customer’s name and use it respectfully during theremainder of your conversation.
4. True or False: Silence can typically be viewed asacceptance.
5. True or False: The words you choose to use can greatlyinfluence the response you receive from customers.
6. When you have to deliver bad news to customers, present it ina ________ way.
7. True or False: Slowing down your breathing enables you tolower the pitch of your voice and create a calmer tone.
8. True or False: People read meaning into nonverbal cues. 9.You determine a customer’s communication style by ________ to theinformation they provide and to the responses they give when youask questions.