Your Listening Quotient

The following 20 statements make up a questionnaire that will help you discover your listening effectiveness profile. Read each statement and decide how often it applies to your behavior. Your answer should describe what you actually do on the job — not what you think you should do. When you submit your answers you’ll receive feedback that will help you identify what you're currently doing well in terms of listening and what you can do to improve.

1	Q:	If I know what a customer is starting to ask, I just go ahead and answer to save time.	A:
2	Q:	When I listen to a customer, I plan ahead and think about how I'm going to respond.	A:
3	Q:	I focus on what a customer is saying rather than how the customer is saying it.	A:
4	Q:	While I'm listening, I say things like "uh-huh" or "okay" to let the customer know I'm paying attention.	A:
5	Q:	My customers don't mind being interrupted as long as I help them with their problems.	A:
6	Q:	My mind wanders when I listen to customers who have a hard time getting to the point.	A:
7	Q:	If customers are really angry, then I just tune them out.	A:
8	Q:	If I don't understand what a customer is saying, I ask questions until I do.	A:
9	Q:	I only argue with a customer when I know for sure that I'm right.	A:
10	Q:	Since I’ve heard most of the same problems and requests so many times, I can do something else while I’m listening.	A:
11	Q:	The tone of a customer's voice tells me more than what the customer is saying.	A:
12	Q:	If a customer is having trouble saying something, I offer a little coaxing or encouragement.	A:
13	Q:	If I don’t interrupt my customers, my average handling time is too high.	A:
14	Q:	It's all right to daydream while a customer is talking as long as I can follow what's being said.	A:
15	Q:	If customers are really angry or upset, I listen and let them blow off steam.	A:
16	Q:	If I understand what a customer is trying to say, then I don't paraphrase it.	A:
17	Q:	When a customer is mistaken about something, I interrupt and set the record straight right away.	A:
18	Q:	If I have a particularly difficult contact, I keep thinking about it even when I talk to the next customer.	A:
19	Q:	If I understand how a customer feels, it changes the way I respond.	A:
20	Q:	If customers can't explain what they want, I just sit and wait until they can.	A: