Question 1

A(n) ________ focuses on the need for service providers to build strong bonds with customers.

Accepted Answer

A)  intimate relationship 
B)  interpersonal relationship 
C)  familial relationship 
D)  polychronic relationship 
A)  intimate relationship 
B)  interpersonal relationship 
C)  familial relationship 
D)  polychronic relationship

Question 2

Polychronic refers to the perception of time as a central focus with deadlines being a crucial element of societal norms.

Accepted Answer

A) True 
 B)False

Question 3

A key to customer service success is to be open-minded and accept that someone else has a different belief system that determines his or her needs.

Accepted Answer

A) True 
 B)False

Question 4

According to the text discussion, which of the following is the most likely result of applying your own cultural practices and beliefs to a situation involving someone from another culture?

Accepted Answer

A)  Effective communication 
B)  Business growth 
C)  Customer satisfaction 
D)  Poor service 
A)  Effective communication 
B)  Business growth 
C)  Customer satisfaction 
D)  Poor service

Question 5

Closed-end questions encourage customers to share information.

Accepted Answer

A) True 
 B)False

Question 6

A ________ is a form of server software that allows nontechnical personnel to create and edit website pages using any web browser and without complex programming knowledge.

Accepted Answer

A)  wiki 
B)  podcast 
C)  blog 
D)  cache 
A)  wiki 
B)  podcast 
C)  blog 
D)  cache

Question 7

Daniel, a customer care executive at an e-commerce site, receives a complaint from an elderly customer regarding a mismatch in the product delivered to him. While dealing with this customer, Daniel should ________.

Accepted Answer

A)  adopt a flippant approach if the customer is a bit arrogant, disoriented, or disrespectful. 
B)  be careful not to let biases about older people interfere with good service. 
C)  try to sound patronizing while addressing the customer's grievances. 
D)  treat the customer as if he or she is confused or disoriented 
A)  adopt a flippant approach if the customer is a bit arrogant, disoriented, or disrespectful. 
B)  be careful not to let biases about older people interfere with good service. 
C)  try to sound patronizing while addressing the customer's grievances. 
D)  treat the customer as if he or she is confused or disoriented

Question 8

Which of the following best defines modesty?

Accepted Answer

A)  It refers to the important concept of esteem in many Asian cultures. 
B)  It refers to the title used to address people. 
C)  It refers to how people of a given culture view property. 
D)  It refers to the way that cultures view propriety of dress and conduct. 
A)  It refers to the important concept of esteem in many Asian cultures. 
B)  It refers to the title used to address people. 
C)  It refers to how people of a given culture view property. 
D)  It refers to the way that cultures view propriety of dress and conduct.

Question 9

Disclosing personal information about oneself is often a cultural factor.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following strategies is suggested to help build strong interpersonal business relationships?

Accepted Answer

A)  Assume a quicker familiarity with people from different cultures. 
B)  When you will be having ongoing contact or doing repeat business, follow the customer's lead. 
C)  Spend time in conversations strictly pertaining to business concerns or topics and avoid personal discourse. 
D)  Share confidential information about the organization in order to build trust and respect. 
A)  Assume a quicker familiarity with people from different cultures. 
B)  When you will be having ongoing contact or doing repeat business, follow the customer's lead. 
C)  Spend time in conversations strictly pertaining to business concerns or topics and avoid personal discourse. 
D)  Share confidential information about the organization in order to build trust and respect.

Question 11

People from polychronic societies tend to ________.

Accepted Answer

A)  work toward long-term deadlines 
B)  take commitments seriously 
C)  adhere closely to plans 
D)  do one thing at a time 
A)  work toward long-term deadlines 
B)  take commitments seriously 
C)  adhere closely to plans 
D)  do one thing at a time

Question 12

Which of the following strategies should be used to effectively help customers with hearing disabilities?

Accepted Answer

A)  Ensure you over exaggerate your mouth's movements so that the customer can see your mouth form words. 
B)  Interact with the customers by asking them closed-end questions for which the customer must provide descriptive answers. 
C)  Use facial expressions and gestures to emphasize key words or express thoughts. 
D)  Avoid speaking louder or reducing background noise as it might hurt the customer's feelings. 
A)  Ensure you over exaggerate your mouth's movements so that the customer can see your mouth form words. 
B)  Interact with the customers by asking them closed-end questions for which the customer must provide descriptive answers. 
C)  Use facial expressions and gestures to emphasize key words or express thoughts. 
D)  Avoid speaking louder or reducing background noise as it might hurt the customer's feelings.

Question 13

The ________ refers to a term coined by Tony Alessandra related to going beyond the step of treating customers the way you want to be treated, to the next level of treating them the way they would like to be treated.

Accepted Answer

A)  Golden Rule 
B)  Polychronic Rule 
C)  Platinum Rule 
D)  Conflict Resolution Rule 
A)  Golden Rule 
B)  Polychronic Rule 
C)  Platinum Rule 
D)  Conflict Resolution Rule

Question 14

When communicating with diverse customers, which of the following is a suggested strategy?

Accepted Answer

A)  Add in lots of remarks and jokes 
B)  As a rule, use male-oriented personal pronouns 
C)  Verbally identify customers as "handicapped" or "disabled" 
D)  Be very careful when using gestures 
A)  Add in lots of remarks and jokes 
B)  As a rule, use male-oriented personal pronouns 
C)  Verbally identify customers as "handicapped" or "disabled" 
D)  Be very careful when using gestures

Question 15

________ are groups in which members value themselves as separate from their group and responsible for their own destiny.

Accepted Answer

A)  Collectivist cultures 
B)  Individualistic cultures 
C)  Ethnocentric culture 
D)  Polycentric cultures 
A)  Collectivist cultures 
B)  Individualistic cultures 
C)  Ethnocentric culture 
D)  Polycentric cultures

Question 16

A ________ is an online journal or diary that allows people to add content.

Accepted Answer

A)  podcast 
B)  cache 
C)  blog 
D)  wiki 
A)  podcast 
B)  cache 
C)  blog 
D)  wiki

Question 17

"Diversity" only refers to race or the color of skin.

Accepted Answer

A) True 
 B)False

Question 18

In some cultures, conservative dress by women is one manifestation of modesty.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following factors is learned or gained through our environment and life experiences?

Accepted Answer

A)  Beliefs 
B)  Sibling birth order 
C)  Hair color 
D)  Physical condition 
A)  Beliefs 
B)  Sibling birth order 
C)  Hair color 
D)  Physical condition

Question 20

Adopting or accepting the beliefs of others is essential to accomplish the goal of providing excellent service to the customer.

Accepted Answer

A) True 
 B)False

A(n) ________ focuses on the need for service providers to build strong bonds with customers.

Polychronic refers to the perception of time as a central focus with deadlines being a crucial element of societal norms.

A key to customer service success is to be open-minded and accept that someone else has a different belief system that determines his or her needs.

According to the text discussion, which of the following is the most likely result of applying your own cultural practices and beliefs to a situation involving someone from another culture?

Closed-end questions encourage customers to share information.

A ________ is a form of server software that allows nontechnical personnel to create and edit website pages using any web browser and without complex programming knowledge.

Daniel, a customer care executive at an e-commerce site, receives a complaint from an elderly customer regarding a mismatch in the product delivered to him. While dealing with this customer, Daniel should ________.

Which of the following best defines modesty?

Disclosing personal information about oneself is often a cultural factor.

Which of the following strategies is suggested to help build strong interpersonal business relationships?

People from polychronic societies tend to ________.

Which of the following strategies should be used to effectively help customers with hearing disabilities?

The ________ refers to a term coined by Tony Alessandra related to going beyond the step of treating customers the way you want to be treated, to the next level of treating them the way they would like to be treated.

When communicating with diverse customers, which of the following is a suggested strategy?

________ are groups in which members value themselves as separate from their group and responsible for their own destiny.

A ________ is an online journal or diary that allows people to add content.

"Diversity" only refers to race or the color of skin.

In some cultures, conservative dress by women is one manifestation of modesty.

Which of the following factors is learned or gained through our environment and life experiences?

Adopting or accepting the beliefs of others is essential to accomplish the goal of providing excellent service to the customer.

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

A(n) ________ focuses on the need for service providers to build strong bonds with customers.

Polychronic refers to the perception of time as a central focus with deadlines being a crucial element of societal norms.

A key to customer service success is to be open-minded and accept that someone else has a different belief system that determines his or her needs.

According to the text discussion, which of the following is the most likely result of applying your own cultural practices and beliefs to a situation involving someone from another culture?

Closed-end questions encourage customers to share information.

A ________ is a form of server software that allows nontechnical personnel to create and edit website pages using any web browser and without complex programming knowledge.

Daniel, a customer care executive at an e-commerce site, receives a complaint from an elderly customer regarding a mismatch in the product delivered to him. While dealing with this customer, Daniel should ________.

Which of the following best defines modesty?

Disclosing personal information about oneself is often a cultural factor.

Which of the following strategies is suggested to help build strong interpersonal business relationships?

People from polychronic societies tend to ________.

Which of the following strategies should be used to effectively help customers with hearing disabilities?

The ________ refers to a term coined by Tony Alessandra related to going beyond the step of treating customers the way you want to be treated, to the next level of treating them the way they would like to be treated.

When communicating with diverse customers, which of the following is a suggested strategy?

________ are groups in which members value themselves as separate from their group and responsible for their own destiny.

A ________ is an online journal or diary that allows people to add content.

"Diversity" only refers to race or the color of skin.

In some cultures, conservative dress by women is one manifestation of modesty.

Which of the following factors is learned or gained through our environment and life experiences?

Adopting or accepting the beliefs of others is essential to accomplish the goal of providing excellent service to the customer.

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