Question 1

Values can also influence your perceptions and actions toward others.

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

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

Question 3

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

Accepted Answer

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 4

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

Accepted Answer

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 5

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

Accepted Answer

A) True 
 B)False

Question 6

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.

Accepted Answer

A) True 
 B)False

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.

Accepted Answer

A) True 
 B)False

Question 8

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:

Accepted Answer

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 9

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

Accepted Answer

A) True 
 B)False

Question 10

Many service providers are wise to take values for granted.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

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?

Accepted Answer

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 15

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 ____.

Accepted Answer

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

Exam 8: Customer Service in a Diverse World

Values can also influence your perceptions and actions toward others.

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

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

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

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

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.

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

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:

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

Many service providers are wise to take values for granted.

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

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

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

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?