Which of the following summarizes a customer's concerns without simply repeating what the customer said?

Question

Options

• Aevaluating
• Blistening
• Creflecting
• Dparroting

• A
  6% (2)
• B
  6% (2)
• C
  85% (28)
• D
  3% (1)

Explanation

Reflecting (C) is the active communication technique of paraphrasing or summarizing a customer's concerns in your own words, demonstrating understanding without simply echoing them back verbatim. Evaluating (A) is wrong because it involves judging or assessing a situation, not summarizing - it implies forming an opinion rather than restating understanding. Listening (B) is wrong because it describes the act of hearing and attending to the customer, not the act of summarizing what was said. Parroting (D) is the deliberate distractor - it means repeating something word-for-word, which is the opposite of reflecting.

Memory tip: Think of a mirror: reflecting gives back a clear image that isn't an exact copy - it shows what you understood, not just what you heard. Parroting is the parrot that repeats exactly; reflecting is the mirror that shows meaning.

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