Question 1

When serving a person who is accompanied by a service dog, it is advisable to touch the service animal.

Accepted Answer

A) True 
 B)False  False

Question 2

When compared to offshoring or nearshoring, homeshoring is more likely to risk accent fatigue, cultural disconnection, and customer rage.

Accepted Answer

A) True 
 B)False  False

Question 3

Despite generational differences, workers and customers tend to view service in the same way.

Accepted Answer

A) True 
 B)False  False

Question 4

Culture is defined as a system of shared values, beliefs, and rituals that are learned and passed on through generations of families and social groups.

Accepted Answer

A) True 
 B)False

Question 5

Which generation has been highly nurtured by family and others, and uses the Internet as their medium for communicating, entertaining, and learning?

Accepted Answer

A)   Baby Boomers
B)   Generation X
C)   Generation Y
D)   Generation Z

Question 6

A person from Generation Z is more self-directed and processes information at lightening speed.

Accepted Answer

A) True 
 B)False

Question 7

Which term is defined as the pattern of collective character, behavioral, temperamental, emotional, and mental traits of a person?

Accepted Answer

A)   personality
B)   character
C)   attitude
D)   aptitude

Question 8

To communicate effectively with other people, we must know them as individuals--their unique background, personality, preferences, and style.

Accepted Answer

A) True 
 B)False

Question 9

The purchase of labor from a source outside of the company rather than using the company's own staff is called

Accepted Answer

A)   homeshoring.
B)   outsourcing.
C)   nearshoring.
D)   none of the above.

Question 10

Cultural differences in nonverbal behaviors are not a common source of misunderstandings and conflict in the workplace.

Accepted Answer

A) True 
 B)False

Question 11

It is not important for companies to plan ahead to meet the requirements of their customers with disabilities.

Accepted Answer

A) True 
 B)False

Question 12

As business has turned more to an integrated world market to meet its needs, the difficulties of communicating at a global level have become increasingly widespread.

Accepted Answer

A) True 
 B)False

Question 13

It is best not to ask questions when you are unsure of what to do when communicating with a disabled person.

Accepted Answer

A) True 
 B)False

Question 14

Compared to outsourcing, nearshoring offers certain advantages such as similar time zones, cultural and linguistic affinity, geographical proximity, as well as economic, political, or historical linkages.

Accepted Answer

A) True 
 B)False

Question 15

According to the Americans with Disabilities Act, a service animal is any animal that has been individually trained to provide assistance or perform tasks for the benefit of a person with a physical or mental disability.

Accepted Answer

A) True 
 B)False

Question 16

Etiquette considered appropriate when interacting with disabled people is based primarily on respect and courtesy without being condescending.

Accepted Answer

A) True 
 B)False

Question 17

Examples of diversity include race, age, gender, sexual orientation, ethnicity, physical ability, religion, education, and appearance.

Accepted Answer

A) True 
 B)False

Question 18

Repeating back what is said using other words for clarification is called

Accepted Answer

A)   stereotyping.
B)   concept of authority.
C)   paraphrasing.
D)   concept of understanding.

Question 19

A disability is a condition caused by an accident, trauma, genetics, or disease, which may limit a person's mobility, hearing, vision, speech, or mental function.

Accepted Answer

A) True 
 B)False

Question 20

People known for being systematic, well organized, and deliberate are described as which personality type?

Accepted Answer

A)   driver
B)   amiable
C)   expressive
D)   analytical

Exam 2: The Global Customer

When serving a person who is accompanied by a service dog, it is advisable to touch the service animal.

When compared to offshoring or nearshoring, homeshoring is more likely to risk accent fatigue, cultural disconnection, and customer rage.

Despite generational differences, workers and customers tend to view service in the same way.

Culture is defined as a system of shared values, beliefs, and rituals that are learned and passed on through generations of families and social groups.

Which generation has been highly nurtured by family and others, and uses the Internet as their medium for communicating, entertaining, and learning?

A person from Generation Z is more self-directed and processes information at lightening speed.

Which term is defined as the pattern of collective character, behavioral, temperamental, emotional, and mental traits of a person?

To communicate effectively with other people, we must know them as individuals--their unique background, personality, preferences, and style.

The purchase of labor from a source outside of the company rather than using the company's own staff is called

Cultural differences in nonverbal behaviors are not a common source of misunderstandings and conflict in the workplace.

It is not important for companies to plan ahead to meet the requirements of their customers with disabilities.

As business has turned more to an integrated world market to meet its needs, the difficulties of communicating at a global level have become increasingly widespread.

It is best not to ask questions when you are unsure of what to do when communicating with a disabled person.

Compared to outsourcing, nearshoring offers certain advantages such as similar time zones, cultural and linguistic affinity, geographical proximity, as well as economic, political, or historical linkages.

According to the Americans with Disabilities Act, a service animal is any animal that has been individually trained to provide assistance or perform tasks for the benefit of a person with a physical or mental disability.

Etiquette considered appropriate when interacting with disabled people is based primarily on respect and courtesy without being condescending.

Examples of diversity include race, age, gender, sexual orientation, ethnicity, physical ability, religion, education, and appearance.

Repeating back what is said using other words for clarification is called

A disability is a condition caused by an accident, trauma, genetics, or disease, which may limit a person's mobility, hearing, vision, speech, or mental function.

People known for being systematic, well organized, and deliberate are described as which personality type?