What is active listening?

Question

Options

• AUnderstanding the total message being sent
• BAnalyzing the customer needs
• CThinking about how the solution fits within the environment
• DHearing every word the customer is saying

• A
  94% (15)
• C
  6% (1)

Explanation

Active listening means comprehending the complete message - not just the words, but also tone, intent, and emotion - making option A correct. Option B (analyzing customer needs) is a result of active listening, not its definition. Option C (thinking about solution fit) describes problem-solving, which happens after listening. Option D is the most tempting distractor, but hearing every word is passive reception - you can hear someone without truly understanding them.

Memory tip: Think of the word "active" - it implies engagement and full comprehension, not just physical hearing. If the choice mentions understanding or total message, that's your active listening answer.

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