Question 1

Disclosing personal information about oneself is often a cultural factor.

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

Which of the following strategies should be adopted to effectively handle customers with language differences?

Accepted Answer

A)  Avoid humor and sarcasm as they could lead to embarrassment. 
B)  Assume that the customer shares your views. 
C)  Raising your tone is essential to enhance understanding. 
D)  Use closed-end questions to encourage customers to share information. 
A)  Avoid humor and sarcasm as they could lead to embarrassment. 
B)  Assume that the customer shares your views. 
C)  Raising your tone is essential to enhance understanding. 
D)  Use closed-end questions to encourage customers to share information.

Question 4

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

Accepted Answer

A)  individualistic relationship 
B)  interpersonal relationship 
C)  monochronic relationship 
D)  polychromic relationship 
A)  individualistic relationship 
B)  interpersonal relationship 
C)  monochronic relationship 
D)  polychromic relationship

Question 5

You should avoid technical terms,contractions,slang or broken English when talking with customers who speak a little English.

Accepted Answer

A) True 
 B)False

Question 6

Tom,a sales executive at Gadgizmo,an electronics store attends to a Japanese customer who wishes to purchase a laptop.While attending to the customer,which of the following strategies should Tom adopt?

Accepted Answer

A)  He must ask closed-end questions to the customer for better clarity. 
B)  He must give him a lengthy explanation on the features and specifications. 
C)  He must be extremely brisk in his approach to the customer. 
D)  He must always sport a smile on his face whenever appropriate. 
A)  He must ask closed-end questions to the customer for better clarity. 
B)  He must give him a lengthy explanation on the features and specifications. 
C)  He must be extremely brisk in his approach to the customer. 
D)  He must always sport a smile on his face whenever appropriate.

Question 7

List any five strategies for servicing customers with hearing disabilities.

Accepted Answer

In interactions with such customers,a va

Question 8

It is your perception,not the customer's,that is the deciding factor of your actions.

Accepted Answer

A) True 
 B)False

Question 9

You can assume familiarity and call someone by his or her first name when addressing them.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following statements best define gender roles?

Accepted Answer

A)  They refer to long-term appraisals of the worth of an idea, person, place, thing, or practice held by individuals, groups, or cultures. 
B)  They refer to perceptions or assumptions that individuals or cultures maintain. 
C)  They refer to behaviors attributed to or assigned by societal norms. 
D)  They refer to perceptions based on past experiences, memories, and interpretations and influence how people act and interact with certain individuals or groups. 
A)  They refer to long-term appraisals of the worth of an idea, person, place, thing, or practice held by individuals, groups, or cultures. 
B)  They refer to perceptions or assumptions that individuals or cultures maintain. 
C)  They refer to behaviors attributed to or assigned by societal norms. 
D)  They refer to perceptions based on past experiences, memories, and interpretations and influence how people act and interact with certain individuals or groups.

Question 11

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

Accepted Answer

To effectively handle customer

Question 12

List the basic guidelines for communicating effectively with diverse customers.

Accepted Answer

While dealing with diverse customers one

Question 13

To be effective in dealing with others,service providers should:

Accepted Answer

A)  ignore the power of values and beliefs 
B)  think their value system is better than that of someone else 
C)  use negative feedback as needed and strive to adopt the beliefs of others 
D)  be open-minded and accept that someone else has a different belief system 
A)  ignore the power of values and beliefs 
B)  think their value system is better than that of someone else 
C)  use negative feedback as needed and strive to adopt the beliefs of others 
D)  be open-minded and accept that someone else has a different belief system

Question 14

Which of the following strategies should be adopted to effectively handle customers having expectations of privacy?

Accepted Answer

A)  Adopt a gregarious attitude to make the customer feel comfortable. 
B)  Avoid controversial topics that might be emotional hot buttons or sensitive. 
C)  Give in to every whim and request of the customer. 
D)  Avoid talking about any interpersonal topic like the weather or traffic. 
A)  Adopt a gregarious attitude to make the customer feel comfortable. 
B)  Avoid controversial topics that might be emotional hot buttons or sensitive. 
C)  Give in to every whim and request of the customer. 
D)  Avoid talking about any interpersonal topic like the weather or traffic.

Question 15

_____ 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)  Monochronic rule 
B)  Polychronic rule 
C)  Platinum Rule 
D)  Conflict resolution rule 
A)  Monochronic rule 
B)  Polychronic rule 
C)  Platinum Rule 
D)  Conflict resolution rule

Question 16

Which of the following strategies should be adopted to effectively handle people 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)  Speak normally and avoid speaking louder as it might hurt the customer's sentiments. 
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)  Speak normally and avoid speaking louder as it might hurt the customer's sentiments.

Question 17

_____ are groups in which members are separate from their group and are responsible for their 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 18

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 19

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 20

Caution must be used when considering any characteristics,since grouping people can lead to stereotyping.

Accepted Answer

A) True 
 B)False

Disclosing personal information about oneself is often a cultural factor.

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

Which of the following strategies should be adopted to effectively handle customers with language differences?

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

You should avoid technical terms,contractions,slang or broken English when talking with customers who speak a little English.

Tom,a sales executive at Gadgizmo,an electronics store attends to a Japanese customer who wishes to purchase a laptop.While attending to the customer,which of the following strategies should Tom adopt?

List any five strategies for servicing customers with hearing disabilities.

It is your perception,not the customer's,that is the deciding factor of your actions.

You can assume familiarity and call someone by his or her first name when addressing them.

Which of the following statements best define gender roles?

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

List the basic guidelines for communicating effectively with diverse customers.

To be effective in dealing with others,service providers should:

Which of the following strategies should be adopted to effectively handle customers having expectations of privacy?

_____ 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.

Which of the following strategies should be adopted to effectively handle people with hearing disabilities?

_____ are groups in which members are separate from their group and are responsible for their destiny.

Which of the following best defines diversity?

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

Caution must be used when considering any characteristics,since grouping people can lead to stereotyping.

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

Disclosing personal information about oneself is often a cultural factor.

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

Which of the following strategies should be adopted to effectively handle customers with language differences?

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

You should avoid technical terms,contractions,slang or broken English when talking with customers who speak a little English.

Tom,a sales executive at Gadgizmo,an electronics store attends to a Japanese customer who wishes to purchase a laptop.While attending to the customer,which of the following strategies should Tom adopt?

List any five strategies for servicing customers with hearing disabilities.

It is your perception,not the customer's,that is the deciding factor of your actions.

You can assume familiarity and call someone by his or her first name when addressing them.

Which of the following statements best define gender roles?

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

List the basic guidelines for communicating effectively with diverse customers.

To be effective in dealing with others,service providers should:

Which of the following strategies should be adopted to effectively handle customers having expectations of privacy?

_____ 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.

Which of the following strategies should be adopted to effectively handle people with hearing disabilities?

_____ are groups in which members are separate from their group and are responsible for their destiny.

Which of the following best defines diversity?

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

Caution must be used when considering any characteristics,since grouping people can lead to stereotyping.

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