Question 1

Which of the following statements best reflects the behaviors of people from monochronic societies?

Accepted Answer

A)  They base promptness on relationships. 
B)  They tend to do one thing at a time. 
C)  They consider time as a guide and flexible commodity. 
D)  They juggle multiple things without feeling stressed. 
A)  They base promptness on relationships. 
B)  They tend to do one thing at a time. 
C)  They consider time as a guide and flexible commodity. 
D)  They juggle multiple things without feeling stressed.

Question 2

Diversity presents challenges but enriches our lives as we grow professionally.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following statements about gender roles is true?

Accepted Answer

A)  Decision-making and authority are clearly established as female prerogatives within most cultures. 
B)  Gender roles are no longer evolving around the world. 
C)  Culturally and individually, people view the role of men and women differently. 
D)  When people leave a country, they also leave behind their cultural values and attitudes on gender norms. 
A)  Decision-making and authority are clearly established as female prerogatives within most cultures. 
B)  Gender roles are no longer evolving around the world. 
C)  Culturally and individually, people view the role of men and women differently. 
D)  When people leave a country, they also leave behind their cultural values and attitudes on gender norms.

Question 4

List any five strategies for servicing customers with hearing disabilities.

Accepted Answer

In interactions with such customers, a v

Question 5

List any three strategies to effectively serve customers with mobility or motion impairments.

Accepted Answer

Customers who have mobility or motion im

Question 6

The key to effectively serving all customers, and particularly people from different cultures, is flexibility.

Accepted Answer

A) True 
 B)False

Question 7

When communicating with diverse customers, it is better to describe people in general terms than to single a customer out or focus on exceptions in a group

Accepted Answer

A) True 
 B)False

Question 8

James, a sales executive at an apparel store, encounters a German customer who does not speak English. The customer tries to communicate his needs to James. After interpreting the customer's needs, James is still seeking clarity to help understand the customer better. James should next try to ________.

Accepted Answer

A)  adopt a flippant approach 
B)  paraphrase the customer's message 
C)  use humor and sarcasm 
D)  pretend to address the customer's needs 
A)  adopt a flippant approach 
B)  paraphrase the customer's message 
C)  use humor and sarcasm 
D)  pretend to address the customer's needs

Question 9

John works as a sales representative for Traveldesire.com, an online travel portal. He receives a call from a Russian customer, who is not fluent in English, inquiring about holiday packages. To best serve the customer's needs, John should ________.

Accepted Answer

A)  assume that everyone has the same experiences and treat them accordingly. 
B)  listen patiently and try to understand the customer's meaning. 
C)  raise his voice to enhance better understanding and lay emphasis. 
D)  ask closed-end questions. 
A)  assume that everyone has the same experiences and treat them accordingly. 
B)  listen patiently and try to understand the customer's meaning. 
C)  raise his voice to enhance better understanding and lay emphasis. 
D)  ask closed-end questions.

Question 10

Which of the following best defines diversity?

Accepted Answer

A)  It refers to the perceptions or assumptions that individuals or cultures maintain. 
B)  It refers to the characteristics, values, beliefs, and factors that make people different, yet similar. 
C)  It refers to the long-term appraisals of the worth of an idea, person, place, thing, or practice held by individuals, groups, or cultures. 
D)  It refers to the way that cultures view propriety of dress and conduct. 
A)  It refers to the perceptions or assumptions that individuals or cultures maintain. 
B)  It refers to the characteristics, values, beliefs, and factors that make people different, yet similar. 
C)  It refers to the long-term appraisals of the worth of an idea, person, place, thing, or practice held by individuals, groups, or cultures. 
D)  It refers to the way that cultures view propriety of dress and conduct.

Question 11

Some differences between people, such as height and weight, are innate.

Accepted Answer

A) True 
 B)False

Question 12

Applying your own cultural practices and beliefs to a situation involving someone from another culture is highly recommended.

Accepted Answer

A) True 
 B)False

Question 13

What is the significance and purpose of the Americans with Disabilities Act of 1990 (ADA)?

Accepted Answer

A U.S. federal act signed into law in Ju

Question 14

If you use a term such as "honey" or "sugar" to address someone, it is your perception, not the customer's, which is the deciding factor of your actions.

Accepted Answer

A) True 
 B)False

Question 15

List any five strategies to effectively handle customers with language differences.

Accepted Answer

To effectively handle customers with lan

Which of the following statements best reflects the behaviors of people from monochronic societies?

Diversity presents challenges but enriches our lives as we grow professionally.

Which of the following statements about gender roles is true?

List any five strategies for servicing customers with hearing disabilities.

List any three strategies to effectively serve customers with mobility or motion impairments.

The key to effectively serving all customers, and particularly people from different cultures, is flexibility.

When communicating with diverse customers, it is better to describe people in general terms than to single a customer out or focus on exceptions in a group

John works as a sales representative for Traveldesire.com, an online travel portal. He receives a call from a Russian customer, who is not fluent in English, inquiring about holiday packages. To best serve the customer's needs, John should ________.

Which of the following best defines diversity?

Some differences between people, such as height and weight, are innate.

Applying your own cultural practices and beliefs to a situation involving someone from another culture is highly recommended.

What is the significance and purpose of the Americans with Disabilities Act of 1990 (ADA)?

If you use a term such as "honey" or "sugar" to address someone, it is your perception, not the customer's, which is the deciding factor of your actions.

List any five strategies to effectively handle customers with language differences.

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

Which of the following statements best reflects the behaviors of people from monochronic societies?

Diversity presents challenges but enriches our lives as we grow professionally.

Which of the following statements about gender roles is true?

List any five strategies for servicing customers with hearing disabilities.

List any three strategies to effectively serve customers with mobility or motion impairments.

The key to effectively serving all customers, and particularly people from different cultures, is flexibility.

When communicating with diverse customers, it is better to describe people in general terms than to single a customer out or focus on exceptions in a group

John works as a sales representative for Traveldesire.com, an online travel portal. He receives a call from a Russian customer, who is not fluent in English, inquiring about holiday packages. To best serve the customer's needs, John should ________.

Which of the following best defines diversity?

Some differences between people, such as height and weight, are innate.

Applying your own cultural practices and beliefs to a situation involving someone from another culture is highly recommended.

What is the significance and purpose of the Americans with Disabilities Act of 1990 (ADA)?

If you use a term such as "honey" or "sugar" to address someone, it is your perception, not the customer's, which is the deciding factor of your actions.

List any five strategies to effectively handle customers with language differences.

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