Deck 8: Customer Service in a Diverse World

Question 1

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

Answer 1

True
Explanation: Caution must be used when considering any characteristics, since grouping people can lead to stereotyping and possible discrimination.

Question 2

The title used to address people is known as the form of address.

Answer 2

True
Explanation: The title used to address people is known as the form of address.

Question 3

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

Answer 3

True
Explanation: Although diversity presents challenges in making us think of differences and similarities, it also enriches our lives-each encounter we have with another person gives us an opportunity to expand our knowledge of others and build relationships, while growing personally.

Question 4

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

Question 5

Disclosing personal information about oneself is often a cultural factor.

Question 6

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

Question 7

As the world grows smaller economically and technology increases,the chances of you having contact on the job with people from other cultures decrease.

Question 8

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

Question 9

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

Question 10

Values are based on deeply held beliefs of a culture or subculture.

Question 11

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

Question 12

Cultural diversity has to do with the similarities between groups of people.

Question 13

Many service providers are wise to take values for granted.

Question 14

People choose different conflict resolution styles with regard to a culture or group.

Question 15

Closed-end questions encourage customers to share information.

Question 16

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

Question 17

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

Question 18

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

Question 19

The key to service success is to be open-minded and accept that someone else has a different belief system that determines his or her needs.

Question 20

Values can also influence your perceptions and actions toward others.

Question 21

Which of the following may be a result of applying your own cultural practices and beliefs to a situation involving someone from another culture?

A) Effective communication
B) Business growth
C) Poor decision making
D) Poor service

Question 22

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

Question 23

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

Question 24

Which of the following best defines diversity?

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 25

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

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 26

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

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

Question 27

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

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

Question 28

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

Question 29

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

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 30

People from polychronic societies are used to:

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

Question 31

Which of the following statements best define gender roles?

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 32

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

Question 33

Which of the following best defines modesty?

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 34

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

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 35

Instead of singling a customer out or focusing on exceptions in a group,describe people in general terms.

Question 36

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

A) Collectivist cultures
B) Individualistic cultures
C) Ethnocentric culture
D) Polycentric cultures

Question 37

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

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 38

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 with English,enquiring on holiday packages.To serve the customer's needs better,John should:

A) assume that everyone has the same experiences and treat them accordingly.
B) let the customer guide the conversation.
C) raise his tone to enhance better understanding and lay emphasis.
D) ask closed-end questions.

Question 39

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

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.

Question 40

_____ 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.

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

Question 41

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

Question 42

Which of the following strategies should be adopted to effectively handle customers with vision disabilities?

A) Talk to a visually impaired person according to the extent of his disability.
B) When walking with someone who is blind, offer your arm.
C) Raise your voice while dealing with visually impaired customers.
D) Leave doors partially open in order to make the customer feel comfortable.

Question 43

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

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 44

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?

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 45

List the basic guidelines for communicating effectively with diverse customers.

Question 46

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

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

Question 47

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

Question 48

James,a sales executive at Shop Stop,an apparel store encounters a German customer who is not familiar with English.The customer tries to communicate his requirements to James who tries to interpret what the customer expects.After interpreting the customer's needs,James seeks clarity to help understand the customer better.James is ____.

A) adopting a flippant approach
B) paraphrasing the customer's message
C) using closed-end questions
D) pretending to address the customer's needs

Question 49

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

Question 50

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

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

Question 51

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.

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

Question 52

Which of the following strategies should be adopted to communicate effectively with diverse customers?

A) Use care with nonverbal cues
B) Make sure that your language is exclusive
C) Address the customer using his or her first name
D) Assume familiarity when addressing others

Question 53

Keith,a middle-aged sales representative at NewGen,a sports apparel store often encounters customers from Generation Y.Which of the following approaches should Keith adopt to serve these customers better?

A) He must adopt an informal approach and treat them as his own children.
B) He must adopt a flippant approach toward them.
C) He must strive to get overly familiar with them.
D) He must strive to cater to their wants and needs just like any other customer.

Question 54

List any five strategies for servicing customers with hearing disabilities.

Question 55

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:

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.