Question 6 (1 point) Using encouraging and reassuring words to create a pleasant experience is an example of: Expectation Management b Active Listening Positive Language d Downselling

## Step 1<br />The question is asking us to identify the correct term that describes the act of using encouraging and reassuring words to create a pleasant experience. <br /><br />## Step 2<br />Let's analyze each option:<br />- Expectation Management: This involves managing the expectations of the customer, which may include setting realistic expectations and managing the customer's expectations about the product or service.<br />- Active Listening: This involves fully focusing, understanding, responding, and remembering what the other person is saying.<br />- Positive Language: This involves using words that are encouraging and reassuring, which can create a pleasant experience.<br />- Downselling: This involves selling a product or service that is less expensive than the original product or service.<br /><br />## Step 3<br />Based on the definitions, the act of using encouraging and reassuring words to create a pleasant experience aligns with the definition of Positive Language.