Question 1

Cultural diversity has to do with the broad similarities between groups of people.

Accepted Answer

A) True 
 B)False  False

Question 2

Values are based on deeply held beliefs of a culture or subculture.

Accepted Answer

A) True 
 B)False  True

Question 3

Which of the following strategies should be adopted to effectively help customers with vision disabilities?

Accepted Answer

A)  Give vague information and directions. 
B)  When walking with someone who is blind, offer your arm. 
C)  Raise your voice while dealing with visually impaired customers. 
D)  Avoid introducing or referencing others who are in the room to eliminate confusion. 
A)  Give vague information and directions. 
B)  When walking with someone who is blind, offer your arm. 
C)  Raise your voice while dealing with visually impaired customers. 
D)  Avoid introducing or referencing others who are in the room to eliminate confusion. B

Question 4

Keith, a middle-aged sales representative at a sports apparel store, often encounters customers from Generation Y. Which of the following approaches should Keith adopt to serve these customers better?

Accepted Answer

A)  He must adopt an informal approach and treat them as his own children. 
B)  He must adopt a flippant approach toward them. 
C)  He must strive to become overly familiar with them. 
D)  He must strive to cater to their wants and needs just like any other customer. 
A)  He must adopt an informal approach and treat them as his own children. 
B)  He must adopt a flippant approach toward them. 
C)  He must strive to become overly familiar with them. 
D)  He must strive to cater to their wants and needs just like any other customer.

Question 5

Which of the following strategies should be adopted to communicate most effectively with diverse customers?

Accepted Answer

A)  Use care with nonverbal cues. 
B)  Make sure that your language is exclusive. 
C)  Always address the customer using his or her first name. 
D)  Assume that everyone appreciates a good joke. 
A)  Use care with nonverbal cues. 
B)  Make sure that your language is exclusive. 
C)  Always address the customer using his or her first name. 
D)  Assume that everyone appreciates a good joke.

Question 6

Caution must be used when considering any characteristics that define an individual, since grouping people can lead to stereotyping.

Accepted Answer

A) True 
 B)False

Question 7

Within a given subculture of society, all people choose the same conflict resolution style.

Accepted Answer

A) True 
 B)False

Question 8

To be effective in dealing with others, service providers should ________.

Accepted Answer

A)  ignore the power of values and beliefs and treat everyone alike 
B)  think of their own value system as better than that of someone else 
C)  use negative feedback as needed and strive to adopt the beliefs of others 
D)  be open-minded and accept that someone else may have a different belief system 
A)  ignore the power of values and beliefs and treat everyone alike 
B)  think of their own value system as better than that of someone else 
C)  use negative feedback as needed and strive to adopt the beliefs of others 
D)  be open-minded and accept that someone else may have a different belief system

Question 9

You can always assume familiarity and call someone by his or her first name when addressing them.

Accepted Answer

A) True 
 B)False

Question 10

A person's value system helps him or her determine good from bad.

Accepted Answer

A) True 
 B)False

Question 11

List the basic guidelines for communicating effectively with diverse customers.

Accepted Answer

While dealing with diverse customers, on

Question 12

In most cases, customers who have disabilities want to be treated differently.

Accepted Answer

A) True 
 B)False

Question 13

Many service providers are wise to take values for granted.

Accepted Answer

A) True 
 B)False

Question 14

Values can also influence your perceptions and actions toward others.

Accepted Answer

A) True 
 B)False

Question 15

The title used to address people is known as the form of address.

Accepted Answer

A) True 
 B)False

Question 16

As the world grows smaller economically and technology increases, the chances of having contact on the job with people from other cultures decreases.

Accepted Answer

A) True 
 B)False

Question 17

You should avoid technical terms, contractions, slang, or broken English when talking with non-native speakers.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following strategies should be adopted to effectively handle customers' expectations of privacy?

Accepted Answer

A)  Adopt a gregarious attitude and speak freely to make the customer feel comfortable. 
B)  Avoid controversial topics that might be emotional hot buttons or sensitive. 
C)  Give in to every whim and request of the customer. 
D)  Avoid generating small talk about the weather or traffic. 
A)  Adopt a gregarious attitude and speak freely to make the customer feel comfortable. 
B)  Avoid controversial topics that might be emotional hot buttons or sensitive. 
C)  Give in to every whim and request of the customer. 
D)  Avoid generating small talk about the weather or traffic.

Question 19

Which of the following strategies should be adopted to effectively handle customers with language differences?

Accepted Answer

A)  Avoid humor and sarcasm as they could lead to embarrassment. 
B)  Assume that the customer shares your views. 
C)  Alter your tone to enhance understanding. 
D)  Use closed-end questions to encourage customers to share information. 
A)  Avoid humor and sarcasm as they could lead to embarrassment. 
B)  Assume that the customer shares your views. 
C)  Alter your tone to enhance understanding. 
D)  Use closed-end questions to encourage customers to share information.

Question 20

Tom, a sales executive at an electronics store, is helping a Japanese customer who is not fluent in English and wishes to purchase a laptop. While attending to the customer, which of the following strategies should Tom employ?

Accepted Answer

A)  He should speak louder for better clarity. 
B)  He should give the customer a lengthy explanation on the features and specifications of each laptop. 
C)  He should be extremely brisk in his approach to the customer. 
D)  He should continue to sport a smile whenever appropriate. 
A)  He should speak louder for better clarity. 
B)  He should give the customer a lengthy explanation on the features and specifications of each laptop. 
C)  He should be extremely brisk in his approach to the customer. 
D)  He should continue to sport a smile whenever appropriate.

Cultural diversity has to do with the broad similarities between groups of people.

Values are based on deeply held beliefs of a culture or subculture.

Which of the following strategies should be adopted to effectively help customers with vision disabilities?

Keith, a middle-aged sales representative at a sports apparel store, often encounters customers from Generation Y. Which of the following approaches should Keith adopt to serve these customers better?

Which of the following strategies should be adopted to communicate most effectively with diverse customers?

Caution must be used when considering any characteristics that define an individual, since grouping people can lead to stereotyping.

Within a given subculture of society, all people choose the same conflict resolution style.

To be effective in dealing with others, service providers should ________.

You can always assume familiarity and call someone by his or her first name when addressing them.

A person's value system helps him or her determine good from bad.

List the basic guidelines for communicating effectively with diverse customers.

In most cases, customers who have disabilities want to be treated differently.

Many service providers are wise to take values for granted.

Values can also influence your perceptions and actions toward others.

The title used to address people is known as the form of address.

As the world grows smaller economically and technology increases, the chances of having contact on the job with people from other cultures decreases.

You should avoid technical terms, contractions, slang, or broken English when talking with non-native speakers.

Which of the following strategies should be adopted to effectively handle customers' expectations of privacy?

Which of the following strategies should be adopted to effectively handle customers with language differences?

Tom, a sales executive at an electronics store, is helping a Japanese customer who is not fluent in English and wishes to purchase a laptop. While attending to the customer, which of the following strategies should Tom employ?

The Word of Customer Service

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service Via Technology

Encouraging Customer Loyalty

Filters

Exam 8: Customer Service in a Diverse World

Cultural diversity has to do with the broad similarities between groups of people.

Values are based on deeply held beliefs of a culture or subculture.

Which of the following strategies should be adopted to effectively help customers with vision disabilities?

Keith, a middle-aged sales representative at a sports apparel store, often encounters customers from Generation Y. Which of the following approaches should Keith adopt to serve these customers better?

Which of the following strategies should be adopted to communicate most effectively with diverse customers?

Caution must be used when considering any characteristics that define an individual, since grouping people can lead to stereotyping.

Within a given subculture of society, all people choose the same conflict resolution style.

To be effective in dealing with others, service providers should ________.

You can always assume familiarity and call someone by his or her first name when addressing them.

A person's value system helps him or her determine good from bad.

List the basic guidelines for communicating effectively with diverse customers.

In most cases, customers who have disabilities want to be treated differently.

Many service providers are wise to take values for granted.

Values can also influence your perceptions and actions toward others.

The title used to address people is known as the form of address.

As the world grows smaller economically and technology increases, the chances of having contact on the job with people from other cultures decreases.

You should avoid technical terms, contractions, slang, or broken English when talking with non-native speakers.

Which of the following strategies should be adopted to effectively handle customers' expectations of privacy?

Which of the following strategies should be adopted to effectively handle customers with language differences?

Tom, a sales executive at an electronics store, is helping a Japanese customer who is not fluent in English and wishes to purchase a laptop. While attending to the customer, which of the following strategies should Tom employ?

The Word of Customer Service

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service Via Technology

Encouraging Customer Loyalty

Filters