Problem:
Cavalier management continues to receive complaints from some of the company's customers. These customers feel that the sales and service personnel have not been listening to their concerns and needs. Management has asked you to construct a memo, addressing the following:
Explain the listening process and its 4 phases.
What are some of the traits of good listeners?
What are the differences between open-ended and closed-ended questions? Provide examples of the types of information gathered from each type of question.