Which active listening technique involves restating what the customer said in your own words?

• A. Restating the exact words verbatim
• B. Paraphrasing or reflective listening
• C. Dismissing the concern
• D. Interrupting to correct mistakes

Answer: (B)

Paraphrasing or reflective listening is the active listening technique at work here. It means restating what the customer said in your own words to confirm you understand the message. This shows you’re really listening, helps verify you captured the right meaning, and invites the customer to clarify any details if needed. It also demonstrates empathy by reflecting both the content and the intent behind their words, which can calm frustration and keep the conversation productive.

For example, you might say, “So you’re saying the shipment arrived late and damaged, and you need a replacement today.” That captures the core concerns and signals you’re focused on resolving them, without just repeating their exact words.

Restating exact words verbatim isn’t the same as paraphrasing; it can feel robotic and fail to demonstrate understanding. Dismissing the concern or interrupting to correct mistakes undermines the conversation, breaks rapport, and prevents you from accurately grasping the customer’s real issue.