Which statement best defines active listening?

Which statement best defines active listening?

• A. A quick response to satisfy the customer
• B. Repeating back the customer's words without interpretation
• C. Hearing to understand, a sincere effort to find out what is bothering the customer by hearing what the customer has to say and learning about what the customer is feeling.
• D. Ignoring nonverbal cues

Answer: (C)

Active listening is hearing with the purpose of understanding the customer, making a sincere effort to uncover what’s bothering them, and learning what they’re feeling. It means giving your full attention, not rushing to reply, and often reflecting or paraphrasing what you heard to show you understand and to grasp both the message and the emotions behind it. This approach helps you identify the real issue and respond appropriately. A quick reply to satisfy the customer can miss the deeper problem. Repeating back words without interpretation isn’t enough, because it doesn’t show you’ve captured meaning or emotion. Ignoring nonverbal cues misses important signals that reveal how the customer feels.

Active listening is hearing with the purpose of understanding the customer, making a sincere effort to uncover what’s bothering them, and learning what they’re feeling. It means giving your full attention, not rushing to reply, and often reflecting or paraphrasing what you heard to show you understand and to grasp both the message and the emotions behind it. This approach helps you identify the real issue and respond appropriately.

A quick reply to satisfy the customer can miss the deeper problem. Repeating back words without interpretation isn’t enough, because it doesn’t show you’ve captured meaning or emotion. Ignoring nonverbal cues misses important signals that reveal how the customer feels.