Question 1

People whose preferences are the inquisitive style:

Accepted Answer

A)  communicate informally. 
B)  like to be on a first-name basis. 
C)  like to be with people even in leisure activities. 
D)  use cool and brief handshakes, often without a smile. 
A)  communicate informally. 
B)  like to be on a first-name basis. 
C)  like to be with people even in leisure activities. 
D)  use cool and brief handshakes, often without a smile. D

Question 2

Briefly state and explain the behavioral differences between rational and inquisitive styles.

Accepted Answer

Rational style is one of the four behavioral groups characterized by being quiet,reflective,task focused,and systematic.People who have a preference for the rational style may tend to:
• Listen and observe more than they talk,especially in groups.
• Be very patient.
• Wait or stand in one place for periods of time without complaining,although they may be internally irritated about a breakdown in the system or lack of organization.
• Exhibit congenial eye contact and facial expressions.
Inquisitive style is one of the four behavioral groups,characterized by being introverted,task focused,and detail-oriented.People who have a preference for the inquisitive style may tend to:
• Rarely volunteer feelings freely.
• Ask specific,pertinent questions rather than make statements of their feelings.
• Rely heavily on facts,times,dates,and practical information to make their point.
• Prefer to interact in writing rather than in person or on the phone.

Question 3

_____ means deliberate discrimination against a person based on his or her age,race,sex,ethnicity,or ability level.

Accepted Answer

A)  Disparate treatment 
B)  Stereotype 
C)  Seamless service 
D)  Process improvement 
A)  Disparate treatment 
B)  Stereotype 
C)  Seamless service 
D)  Process improvement A

Question 4

A likely behavior in the inquisitive style is intermittent eye contact.

Accepted Answer

A) True 
 B)False

Question 5

An important point to remember is that there is one best behavioral style.

Accepted Answer

A) True 
 B)False

Question 6

You are stereotyping a person when you make generalizations not based on reality.

Accepted Answer

A) True 
 B)False

Question 7

A service provider should strive to provide seamless service that seems effortless and natural to the customer.

Accepted Answer

A) True 
 B)False

Question 8

The way a person acts or reacts under certain circumstances are the primary behavior patterns that everyone has.

Accepted Answer

A) True 
 B)False

Question 9

Discuss how we base our perceptions within a customer service framework.

Accepted Answer

People's perceptions of events vary grea

Question 10

If you display a confident,possibly arrogant demeanor,you are most likely exhibiting a(n)_____ style.

Accepted Answer

A)  rational 
B)  inquisitive 
C)  decisive 
D)  expressive 
A)  rational 
B)  inquisitive 
C)  decisive 
D)  expressive

Question 11

Adaptability is crucial in customer service for many people do not always act the way you want them to.

Accepted Answer

A) True 
 B)False

Question 12

A service provider should be sure to label a person as being one style.

Accepted Answer

A) True 
 B)False

Question 13

Observable tendencies or descriptive terms that identify categories of human behavior are known as ____.

Accepted Answer

A)  win-win situations 
B)  personal obstacles 
C)  behavioral styles 
D)  faulty assumptions 
A)  win-win situations 
B)  personal obstacles 
C)  behavioral styles 
D)  faulty assumptions

Question 14

Behavioral styles are observable tendencies that you and others exhibit when dealing with tasks or people.

Accepted Answer

A) True 
 B)False

Question 15

Continually evaluating products and services to ensure that maximum effectiveness,efficiency and potential are being obtained from them is called:

Accepted Answer

A)  disparate treatment. 
B)  win-win situation. 
C)  process improvement. 
D)  stereotype. 
A)  disparate treatment. 
B)  win-win situation. 
C)  process improvement. 
D)  stereotype.

Question 16

For someone who has a rational style and keeps communication brief,your strategy will be to:

Accepted Answer

A)  ask open-end questions to obtain information. 
B)  focus on their need for accuracy. 
C)  keep sentences brief. 
D)  focus on their need to be liked. 
A)  ask open-end questions to obtain information. 
B)  focus on their need for accuracy. 
C)  keep sentences brief. 
D)  focus on their need to be liked.

Question 17

People who have a preference for the rational style tend to be impatient.

Accepted Answer

A) True 
 B)False

Question 18

_____ style is one of the behavioral groups,characterized by a direct and no-nonsense approach to people.

Accepted Answer

A)  Rational 
B)  Decisive 
C)  Inquisitive 
D)  Expressive 
A)  Rational 
B)  Decisive 
C)  Inquisitive 
D)  Expressive

Question 19

In customer service,many people do not always act the way you want them to.Hence ____.

Accepted Answer

A)  behavior studies are unessential 
B)  controlling their behavior is necessary 
C)  isolation from such customers is essential 
D)  adaptability is crucial 
A)  behavior studies are unessential 
B)  controlling their behavior is necessary 
C)  isolation from such customers is essential 
D)  adaptability is crucial

Question 20

In dealing with customers,when someone is doing something with customers differently from your way,it means that the person is wrong.

Accepted Answer

A) True 
 B)False

People whose preferences are the inquisitive style:

Briefly state and explain the behavioral differences between rational and inquisitive styles.

_____ means deliberate discrimination against a person based on his or her age,race,sex,ethnicity,or ability level.

A likely behavior in the inquisitive style is intermittent eye contact.

An important point to remember is that there is one best behavioral style.

You are stereotyping a person when you make generalizations not based on reality.

A service provider should strive to provide seamless service that seems effortless and natural to the customer.

The way a person acts or reacts under certain circumstances are the primary behavior patterns that everyone has.

Discuss how we base our perceptions within a customer service framework.

If you display a confident,possibly arrogant demeanor,you are most likely exhibiting a(n)_____ style.

Adaptability is crucial in customer service for many people do not always act the way you want them to.

A service provider should be sure to label a person as being one style.

Observable tendencies or descriptive terms that identify categories of human behavior are known as ____.

Behavioral styles are observable tendencies that you and others exhibit when dealing with tasks or people.

Continually evaluating products and services to ensure that maximum effectiveness,efficiency and potential are being obtained from them is called:

For someone who has a rational style and keeps communication brief,your strategy will be to:

People who have a preference for the rational style tend to be impatient.

_____ style is one of the behavioral groups,characterized by a direct and no-nonsense approach to people.

In customer service,many people do not always act the way you want them to.Hence ____.

In dealing with customers,when someone is doing something with customers differently from your way,it means that the person is wrong.

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters

Exam 6: Customer Service and Behavior

People whose preferences are the inquisitive style:

Briefly state and explain the behavioral differences between rational and inquisitive styles.

_____ means deliberate discrimination against a person based on his or her age,race,sex,ethnicity,or ability level.

A likely behavior in the inquisitive style is intermittent eye contact.

An important point to remember is that there is one best behavioral style.

You are stereotyping a person when you make generalizations not based on reality.

A service provider should strive to provide seamless service that seems effortless and natural to the customer.

The way a person acts or reacts under certain circumstances are the primary behavior patterns that everyone has.

Discuss how we base our perceptions within a customer service framework.

If you display a confident,possibly arrogant demeanor,you are most likely exhibiting a(n)_____ style.

Adaptability is crucial in customer service for many people do not always act the way you want them to.

A service provider should be sure to label a person as being one style.

Observable tendencies or descriptive terms that identify categories of human behavior are known as ____.

Behavioral styles are observable tendencies that you and others exhibit when dealing with tasks or people.

Continually evaluating products and services to ensure that maximum effectiveness,efficiency and potential are being obtained from them is called:

For someone who has a rational style and keeps communication brief,your strategy will be to:

People who have a preference for the rational style tend to be impatient.

_____ style is one of the behavioral groups,characterized by a direct and no-nonsense approach to people.

In customer service,many people do not always act the way you want them to.Hence ____.

In dealing with customers,when someone is doing something with customers differently from your way,it means that the person is wrong.

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters