Question 1

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

Accepted Answer

A) True 
 B)False  True

Question 2

Which of the following strategies should be adopted to build strong interpersonal relationships?

Accepted Answer

A)  Assume a quicker familiarity with people from different cultures. 
B)  Present gifts to persuade various people in the organization that you are a friend of. 
C)  Spend time in conversations strictly pertaining to business concerns or topics. 
D)  Sharing information about the organization should be avoided for privacy concerns. 
A)  Assume a quicker familiarity with people from different cultures. 
B)  Present gifts to persuade various people in the organization that you are a friend of. 
C)  Spend time in conversations strictly pertaining to business concerns or topics. 
D)  Sharing information about the organization should be avoided for privacy concerns. B

Question 3

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

Accepted Answer

Customers who have mobility or motion impairments often use specially designed equipment and have had extensive training in how to best use assistive devices to compensate for the loss of the use of some part of their body.Such customers can be better assisted by the following strategies:-
Do not assume that someone who has such an impairment cannot perform certain tasks.As mentioned earlier,people who have disabilities are often given extensive training.
Make sure that you place information or materials at a level that makes it possible for the person to see without undue strain.
Do not push or lean on someone's wheelchair without his or her permission.

Question 4

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 5

Which of the following statements is true 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 6

Which of the following factors that are learned or gained through our environment and life experiences are responsible for making a person unique?

Accepted Answer

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

Question 7

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 8

Daniel,a customer care executive at Shopahol.com,an E-commerce site,receives a complaint from an elderly customer regarding a mismatch in the product delivered to him.While dealing with such a 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)  adopt a condescending attitude and treat the customer accordingly. 
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)  adopt a condescending attitude and treat the customer accordingly.

Question 9

People's awareness of differences and of their own preferences is crucial in determining the success they will have in each instance.

Accepted Answer

A) True 
 B)False

Question 10

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 Jul

Question 11

While addressing younger customers,it is essential to adopt a flippant approach.

Accepted Answer

A) True 
 B)False

Question 12

People from polychronic societies are used to:

Accepted Answer

A)  working toward long-term deadlines. 
B)  taking time commitments seriously. 
C)  adhering closely to plans. 
D)  doing one thing at a time. 
A)  working toward long-term deadlines. 
B)  taking time commitments seriously. 
C)  adhering closely to plans. 
D)  doing one thing at a time.

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

A _____ enables websites to offer direct download or streaming of their content to customers or website users.

Accepted Answer

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

Question 15

Closed-end questions encourage customers to share information.

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

Diversity is a simple matter and difficult to deal with if you are fair to people and keep an open mind.

Accepted Answer

A) True 
 B)False

Question 18

Values are the beliefs that people use to evaluate issues or situations,make decisions,interact with others,and deal with conflict.

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

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

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

Which of the following strategies should be adopted to build strong interpersonal relationships?

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

Which of the following best defines modesty?

Which of the following statements is true of people from monochronic societies?

Which of the following factors that are learned or gained through our environment and life experiences are responsible for making a person unique?

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

Daniel,a customer care executive at Shopahol.com,an E-commerce site,receives a complaint from an elderly customer regarding a mismatch in the product delivered to him.While dealing with such a customer,Daniel should:

People's awareness of differences and of their own preferences is crucial in determining the success they will have in each instance.

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

While addressing younger customers,it is essential to adopt a flippant approach.

People from polychronic societies are used to:

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

A _____ enables websites to offer direct download or streaming of their content to customers or website users.

Closed-end questions encourage customers to share information.

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

Diversity is a simple matter and difficult to deal with if you are fair to people and keep an open mind.

Values are the beliefs that people use to evaluate issues or situations,make decisions,interact with others,and deal with conflict.

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

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.

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

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

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

Which of the following strategies should be adopted to build strong interpersonal relationships?

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

Which of the following best defines modesty?

Which of the following statements is true of people from monochronic societies?

Which of the following factors that are learned or gained through our environment and life experiences are responsible for making a person unique?

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

Daniel,a customer care executive at Shopahol.com,an E-commerce site,receives a complaint from an elderly customer regarding a mismatch in the product delivered to him.While dealing with such a customer,Daniel should:

People's awareness of differences and of their own preferences is crucial in determining the success they will have in each instance.

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

While addressing younger customers,it is essential to adopt a flippant approach.

People from polychronic societies are used to:

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

A _____ enables websites to offer direct download or streaming of their content to customers or website users.

Closed-end questions encourage customers to share information.

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

Diversity is a simple matter and difficult to deal with if you are fair to people and keep an open mind.

Values are the beliefs that people use to evaluate issues or situations,make decisions,interact with others,and deal with conflict.

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

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.

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service Via Technology

Encouraging Customer Loyalty

Filters