Items:

Sensing
1. I am sensitive to what my customers are not saying.
2. I am aware of what my customers imply but do not say.
3. I understand how my customer feels.
4. I listen for more than just the spoken words

Processing
5. I assure my customers that I will remember what they say by taking notes when appropriate.
6. I summarize points of agreement and disagreement when appropriate.
7. I keep track of points my customers make.

Responding
8. I assure my customers that I am listening by using verbal acknowledgments.
9. I assure my customers that I am receptive to their ideas.
10. I ask questions that show my understanding of my customers' positions.
11. I show my customers that I am listening by my body language (e.g., head nods).

Response Options:
Never or almost never true – 1
Usually not true – 2
Sometimes but infrequently true – 3
Occasionally true – 4
Often true – 5
Usually true – 6
Always or almost always true – 7