Final answer:
Asha overlooked the strategy of congruence in her interaction, where her external behaviors should match her internal feelings to communicate effectively and build rapport with the customer. Therefore, the correct option is c.
Step-by-step explanation:
Asha overlooked the strategy of congruence when she interacted with her first customer. Congruence is when your external behaviors, such as your expressions and words, match your internal feelings. In Asha's case, her frowning face did not align with her verbal expression of being happy to help, which could cause miscommunication and a lack of rapport with the customer. Being an effective listener means aligning your verbal and non-verbal communication to truly engage with the other person and show that you are paying attention and understanding their perspective. It's important to express empathy and manage body language and tone to create a positive interaction, especially in a customer service setting.
To improve one's listening skills, it is helpful to participate actively in conversations, seek clarification, offer ideas, and ensure that non-verbal cues such as facial expressions and gestures indicate understanding and interest. During conflicts, it is beneficial to focus on bridge-building conversations and to express feelings while also taking in what the other person is conveying.
Therefore, the correct option is c.