Please refer to the following information to answer the questions on the right. Lucille has issues with her Apple device and takes it to an Apple Service Provider where Baron, a technician, assists…

Question

Options

• ARemain silent until Lucille is done.
• BTry to prove that Lucille is wrong about the issue.
• CReflect what Lucille says.
• DImmediately suggest a solution to Lucille.
• EUse appropriate body language to acknowledge Lucille's issue.

• A
  5% (3)
• B
  85% (56)
• C
  2% (1)
• E
  9% (6)

Explanation

B and D are correct because both behaviors actively prevent Baron from gathering the information he needs. Trying to prove Lucille wrong (B) is confrontational and shuts down communication - a customer who feels challenged will stop sharing details. Immediately suggesting a solution (D) is premature; without fully understanding the problem, Baron risks solving the wrong issue entirely, wasting both their time.

The other options (A, C, E) all support understanding: Staying silent (A) lets Lucille finish her thought without interruption, a core active listening technique. Reflecting what she says (C) confirms Baron understood correctly and encourages her to elaborate. Appropriate body language (E) - like nodding - signals engagement and makes Lucille feel heard, prompting her to share more.

Memory tip: Remember the two "skip-the-listening" traps - Argue (B) and Rush (D). Both bypass the essential step of fully understanding the customer before responding. In any support scenario, listen first, respond second.

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