Exam 6: Customer Service and Behavior

________ refers to continually evaluating products and services to ensure that maximum effectiveness, efficiency, and potential are being obtained from them.

A service provider can partner with internal or external customers to solve problems and produce a win-win situation.

No matter which behavior style tendencies a customer demonstrates, everyone likes to feel appreciated.

Observable tendencies, or descriptive terms that identify categories of human behavior, are known as ________.

When interacting with a customer who has a rational style and keeps communication brief, your best strategy is to ________.

You are stereotyping a person when you make generalizations not based on reality.

Carl Jung divided behavior into two attitudes known as ________.

The way a person typically acts or reacts under certain circumstances is referred to as that person's primary behavior pattern.

If someone is not time-conscious and may be late for appointments often, they are likely exhibiting a(n) ________ style.

Nonverbal cues of a rational style person include intense and constant eye contact.

The psychiatrist who conducted research related to behavioral styles in the early twentieth century is ________.

________ style is the behavioral group most characterized by being introverted and task focused.

Briefly state and explain the behavioral differences between rational and inquisitive styles.

An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is ________.

A likely behavior of a customer with inquisitive style is intermittent eye contact.