{"introPage":{"showIntroPage":false,"startButtonText":"Start Quiz","introduction":""},"progressType":"textual","passPercentage":100,"questions":[{"params":{"media":{"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

Although this component is right, the answer is incorrect in this instance.<\/div>\n","tip":"","notChosenFeedback":""},"text":"Making eye contact when interacting face-to-face.\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

Although this component is right, the answer is incorrect in this instance.<\/div>\n","tip":"","notChosenFeedback":""},"text":"Using a friendly tone and a smile.\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

Although this component is right, the answer is incorrect in this instance.<\/div>\n","tip":"","notChosenFeedback":""},"text":"Using proper grammar and spelling in written communications.\n"},{"correct":true,"tipsAndFeedback":{"chosenFeedback":"

Congratulations, this is the correct answer.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

All of the answers are correct.<\/div>\n"}],"overallFeedback":[{"from":0,"to":100}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":false,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

Which of the following are important components of good communication as it relates to customer service?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 1"},"subContentId":"cc6e5ac9-8f51-49ad-9dfb-dff29385cfdf"},{"params":{"media":{"disableImageZooming":false},"answers":[{"correct":true,"tipsAndFeedback":{"chosenFeedback":"

Well done, this is the correct answer.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

It helps to maintain an organisation's positive reputation.<\/div>\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

This answer is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"It reduces the need to act on customer feedback. \n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

This answer is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"It encourages customers to ask questions. \n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

This answer is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"It allows the level of authority given to staff to be reduced.\n"}],"overallFeedback":[{"from":0,"to":100}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":false,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

Why is it important to deliver consistently high-quality service to customers?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 2"},"subContentId":"479dc7e5-f5d4-413d-99a5-0aaf5bea623b"},{"params":{"media":{"disableImageZooming":false},"correct":"false","behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false},"l10n":{"trueText":"True","falseText":"False","score":"You got @score of @total points","checkAnswer":"Check","submitAnswer":"Submit","showSolutionButton":"Show solution","tryAgain":"Retry","wrongAnswerMessage":"Wrong answer","correctAnswerMessage":"Correct answer","scoreBarLabel":"You got :num out of :total points","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

It is not important to manage the customers' expectation right from the start.<\/p>\n"},"library":"H5P.TrueFalse 1.8","metadata":{"contentType":"True\/False Question","license":"U","title":"Question 3"},"subContentId":"9caae630-feca-442a-a242-d744d2919f9c"},{"params":{"media":{"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

This answer is incorrect, try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

Empathic body language.<\/div>\n"},{"correct":true,"tipsAndFeedback":{"chosenFeedback":"

Congratulations, this is the correct answer.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

Finishing the customer's sentences.<\/div>\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

This answer is incorrect, try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"Focusing on the customer.\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

This answer is incorrect, try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"No talking, just listening.\n"}],"overallFeedback":[{"from":0,"to":100}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":false,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

Which of the following is NOT a characteristic of active listening? <\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 4"},"subContentId":"5a676d99-bbbf-4388-8ed1-63db41ec832e"},{"params":{"media":{"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

This answer is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"So that they can see my white dentition.\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

This answer is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":"We were told to do so at a training.\n"},{"correct":true,"tipsAndFeedback":{"chosenFeedback":"

Congratulations, this is the correct answer.<\/div>\n","tip":"","notChosenFeedback":""},"text":"

Smiling makes customers feel welcomed.<\/div>\n"},{"correct":false,"tipsAndFeedback":{"chosenFeedback":"

This answer is incorrect. Try again.<\/div>\n","tip":"","notChosenFeedback":""},"text":" So that customers think we're happy to see them.\n"}],"overallFeedback":[{"from":0,"to":100}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":false,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

Which of the following is a reason to give customers a welcoming smile? <\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 5"},"subContentId":"ad7de7f2-c4fc-49a5-849c-951543de701b"}],"disableBackwardsNavigation":false,"randomQuestions":false,"endGame":{"showResultPage":true,"showSolutionButton":true,"showRetryButton":true,"noResultMessage":"Finished","message":"Your result:","scoreBarLabel":"You got @finals out of @totals points","overallFeedback":[{"from":0,"to":100}],"solutionButtonText":"Show solution","retryButtonText":"Retry","finishButtonText":"Finish","submitButtonText":"Submit","showAnimations":false,"skippable":false,"skipButtonText":"Skip video"},"override":{"checkButton":true},"texts":{"prevButton":"Previous question","nextButton":"Next question","finishButton":"Finish","submitButton":"Submit","textualProgress":"Question: @current of @total questions","jumpToQuestion":"Question %d of %total","questionLabel":"Question","readSpeakerProgress":"Question @current of @total","unansweredText":"Unanswered","answeredText":"Answered","currentQuestionText":"Current question","navigationLabel":"Questions"}}

Node_11240_Check_Your_Knowledge