Exam 6: Customer Service and Behavior

________ style is one of the behavioral groups, characterized by a direct and no-nonsense approach to people, and a desire for immediate gratification of needs or results

(Multiple Choice)

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Question 21

Carl Jung divided behavior into two attitudes which he called constant and inconstant.

(True/False)

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Question 22

In dealing with customers, when someone is doing something with customers differently from your way, it means that the person is wrong.

(True/False)

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Question 23

If you display a confident, possibly arrogant demeanor, you are most likely exhibiting a(n) ________ style.

(Multiple Choice)

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Question 24

A service provider should be sure to label a person as being one behavior style.

(True/False)

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Question 25

Discuss how we base our perceptions within a customer service framework.

(Essay)

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Question 26

In customer service, relationships with customers are built on ________ the characteristics of others.

(Multiple Choice)

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Question 27

A win-win situation is one in which the customer and you and your organization succeed.

(True/False)

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Question 28

What are behavioral styles? How do they affect service provider-customer relationships?

(Essay)

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Question 29

A person with a decisive style would be characterized by a direct, no-nonsense approach to people and situations.

(True/False)

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Question 30

Perceptions refer to how an item, situation, or people are viewed by others.

(True/False)

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Question 31

A service provider should strive to provide seamless service that seems effortless and natural to the customer.

(True/False)

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Question 32

People who have a preference for the inquisitive style may tend to ________.

(Multiple Choice)

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Question 33

The system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution is known as ________.

(Multiple Choice)

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Question 34

Of the four behavioral styles, which is most characterized as people-oriented, fun-loving, upbeat, and extroverted?

(Multiple Choice)

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Question 35

Why is it necessary to recognize different behavior styles and communicate accordingly?

(Essay)

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Question 36

Research has given us self-assessment questionnaires and models for explaining personal behavior, such as the Myers-Briggs Type Indicator.

(True/False)

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Question 37

A(n) ________ is an example of a nonverbal cue from someone who is expressive.

(Multiple Choice)

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Question 38

A customer service professional needs to be aware that everyone is different.

(True/False)

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Question 39

Everyone has perceptions about the people and events they encounter.

(True/False)

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Question 40

Showing 21 - 40 of 55

________ style is one of the behavioral groups, characterized by a direct and no-nonsense approach to people, and a desire for immediate gratification of needs or results

Carl Jung divided behavior into two attitudes which he called constant and inconstant.

In dealing with customers, when someone is doing something with customers differently from your way, it means that the person is wrong.

If you display a confident, possibly arrogant demeanor, you are most likely exhibiting a(n) ________ style.

A service provider should be sure to label a person as being one behavior style.

Discuss how we base our perceptions within a customer service framework.

In customer service, relationships with customers are built on ________ the characteristics of others.

A win-win situation is one in which the customer and you and your organization succeed.

What are behavioral styles? How do they affect service provider-customer relationships?

A person with a decisive style would be characterized by a direct, no-nonsense approach to people and situations.

Perceptions refer to how an item, situation, or people are viewed by others.

A service provider should strive to provide seamless service that seems effortless and natural to the customer.

People who have a preference for the inquisitive style may tend to ________.

The system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution is known as ________.

Of the four behavioral styles, which is most characterized as people-oriented, fun-loving, upbeat, and extroverted?

Why is it necessary to recognize different behavior styles and communicate accordingly?

Research has given us self-assessment questionnaires and models for explaining personal behavior, such as the Myers-Briggs Type Indicator.

A(n) ________ is an example of a nonverbal cue from someone who is expressive.

A customer service professional needs to be aware that everyone is different.

Everyone has perceptions about the people and events they encounter.

The Word of Customer Service

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

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