1. Learned skill of interpreting the meaning behind what you hear.2. To restate what someone has said, using your own words, to ensure that you have understood the intended meaning.3. Standard wording that addresses specific concerns4. Questions used to obtain information that require more than a one - word answer5. Expressing acceptance and understanding of another person's feelings and thoughts.6. Questions used to confirm facts that an be answered with one-word response7. Suggesting the purchase of an additional item that will complement the product or service just purchased.8. Putting the focus for a written communication on the recipient.9.Offering a special discount if a customer increases the quantity of his order or upgrades it.10. How can you help your customers feel important, heard, and understood?11. How can you avoid invading a customer's personal space if you don't know how much space that person needs?12. What strategies can you use to keep your attention on your customers?13. What is active listening?14. What are open-ended questions? What are closed questions? When should you use each?15. Why should all telephone calls be answered by the third ring?16. What information should you include in a telephone message you take for a coworker?17. Describe two techniques telephone sales representatives use to increase the company's profit after a sale is made.18. Why is telemarketing a cost effective strategy for many companies?19. What are the standard parts to a business letter?20. How are newsletters different from sales letters?21. List at least five rules of e-mail etiquette.