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OPEN QUESTIONS - A question that is asked to encourage the listener to respond with more details, CLOSED QUESTIONS - A question that is asked to get a yes or a no response, PROBING QUESTIONS - A question that is asked to gain further information on a particular matter, often a follow-up question, PHONETIC ALPHABET - An alphabet of characters intended to represent specific sounds of speech., RAPPORT - To develop a good relationship with a customer, CUSTOMER SATISFACTION - A measurement that determines how happy customers are with a company's products, services,

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