Which term refers to the ability to restate what people say in a way that indicates you understand them?

Which of the following contributed most to making the items listed in the box

When another customer complains about the hair salon where georgeanna is a loyal customer, she defends it because she feels responsible for the continued success of the hair salon. this behavior suggests she has reached the rung of the loyalty ladder.

Calculate the iq of a 20 year old who has the mental age of 25