1. Define and list the five main methods of communication.
2. Describe customer intelligence by listing the three main components of the customer intelligence process.
3. List the characteristics of a good listener.
4. List five ways to improve listening skills.
5. Describe some of the characteristics that can be revealed by a person's voice.
6. Identify the seven steps to answering a call successfully.
7. Name five rules of e-mail etiquette.

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