Exam 6: Customer Service and Behavior

One of the four behavior groups characterized as people-oriented,fun-loving,upbeat and extroverted is the _____ style.

Carl Jung divided behavior into two attitudes which he called constant and inconstant.

How someone views an item,situation or others is called ____.

Research has given us self-assessment questionnaires and models for explaining personal behavior,such as the Myers-Briggs Type Indicator.

If someone is not time-conscious and may be late for appointments often,they are exhibiting a(n)_____ style.

The expressive style exhibits nonverbal cues such as enthusiasm and inflection in voice.

A generalization made about an individual or group that is not based on realty is called a:

A win-win situation is one in which the customer and you and your organization succeed.

Why is it necessary to recognize different behavior styles and communicate accordingly?

The system of identifying issues,determining alternatives for dealing with them,then selecting and monitoring a strategy for resolution is known as:

Nonverbal cues of a rational style person include constant eye contact.

Which of the following is a preference attributed to the rational style?

No matter which style tendencies a customer has,everyone likes to feel appreciated.

Stereotyping people affects the service provider-customer relationship.

The persons who are most likely to have a functionally decorated office are those of the _____ style.

Everyone has perceptions about the people and events they encounter.

The way a person acts or reacts under certain circumstances is known as ____.

_____ style is one of the behavioral groups characterized by being introverted and task focused.

The psychiatrist who did much research related to behavioral styles in the early 20^th century is ____.

The decisive style is characterized by a no-nonsense approach to people and situations.