What shows the customer how you interpreted the problem and gives them a chance to clear up any confusion so you can take proper action?

• A. Enunciation
• B. Paraphrase
• C. Attention
• D. Listening

Answer: (B)

Restating what the customer has said to confirm understanding shows you interpreted the problem and gives them a chance to clear up any confusion so you can take proper action. Paraphrasing demonstrates you heard the meaning and intent behind their words, not just the surface details, and it invites the customer to correct or add information if something’s off. That clarity helps you tailor the next steps accurately and avoids missteps.

Enunciation focuses on how clearly you speak, which helps convey information but doesn’t prove you understood the issue. Attention is about focusing on the customer, important for catching details, but it doesn’t itself show you’ve interpreted and asked for clarification. Listening means hearing what the customer says, a prerequisite to communication, but paraphrase goes a step further by reflecting understanding and prompting confirmation.