Question 1

In customer service,relationships with customers are built on _____ the characteristics of others.

Accepted Answer

A)  destroying 
B)  accepting 
C)  neutralizing 
D)  rejecting 
A)  destroying 
B)  accepting 
C)  neutralizing 
D)  rejecting

Question 2

A nonverbal cue of someone who is expressive is a(n):

Accepted Answer

A)  forceful tone. 
B)  active body language. 
C)  short attention span. 
D)  fleeting eye contact. 
A)  forceful tone. 
B)  active body language. 
C)  short attention span. 
D)  fleeting eye contact.

Question 3

If a decisive pattern customer directly places blame on you,the service provider,a strategy you may use is to:

Accepted Answer

A)  be brief in offering solutions. 
B)  seek reassurance. 
C)  give a weak handshake. 
D)  turn the customer over to someone else. 
A)  be brief in offering solutions. 
B)  seek reassurance. 
C)  give a weak handshake. 
D)  turn the customer over to someone else.

Question 4

What do you mean by seamless service?

Accepted Answer

Seamless service is done in a manner tha

Question 5

In the decisive behavioral style,a strategy in response to a firm,active handshake is to return a weak,limp handshake.

Accepted Answer

A) True 
 B)False

Question 6

Observing people,listening to them objectively and responding according to the situation helps avoid stereotyping people.

Accepted Answer

A) True 
 B)False

Question 7

Jung explored human behavior and divided it into functions.One of them is ____.

Accepted Answer

A)  listening 
B)  talking 
C)  touching 
D)  thinking 
A)  listening 
B)  talking 
C)  touching 
D)  thinking

Question 8

An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is a:

Accepted Answer

A)  disparate treatment. 
B)  win-win situation. 
C)  stereotype. 
D)  seamless service. 
A)  disparate treatment. 
B)  win-win situation. 
C)  stereotype. 
D)  seamless service.

Question 9

A customer service professional needs to be aware that everyone is different.

Accepted Answer

A) True 
 B)False

Question 10

An inquisitive style uses formal names instead of nicknames.

Accepted Answer

A) True 
 B)False

Question 11

A service provider can partner with internal or external customers to solve problems and produce a win-win situation.

Accepted Answer

A) True 
 B)False

Question 12

Carl Jung divided behavior into two attitudes known as:

Accepted Answer

A)  decisive and indecisive. 
B)  introvert and extrovert. 
C)  Type A and Type 
D)  constant and inconstant. 
A)  decisive and indecisive. 
B)  introvert and extrovert. 
C)  Type A and Type 
D)  constant and inconstant.

Question 13

Perceptions are how an item,situation or others are viewed.

Accepted Answer

A) True 
 B)False

Question 14

What are behavioral styles? How do they affect service provider-customer relationships?

Accepted Answer

Behavioral styles are observable tendenc

Question 15

If a rational style customer has intermittent eye contact,a strategy you may use is to:

Accepted Answer

A)  focus on the negative aspect. 
B)  avoid making eye contact. 
C)  avoid smiling. 
D)  listen actively. 
A)  focus on the negative aspect. 
B)  avoid making eye contact. 
C)  avoid smiling. 
D)  listen actively.

In customer service,relationships with customers are built on _____ the characteristics of others.

A nonverbal cue of someone who is expressive is a(n):

If a decisive pattern customer directly places blame on you,the service provider,a strategy you may use is to:

What do you mean by seamless service?

In the decisive behavioral style,a strategy in response to a firm,active handshake is to return a weak,limp handshake.

Observing people,listening to them objectively and responding according to the situation helps avoid stereotyping people.

Jung explored human behavior and divided it into functions.One of them is ____.

An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is a:

A customer service professional needs to be aware that everyone is different.

An inquisitive style uses formal names instead of nicknames.

A service provider can partner with internal or external customers to solve problems and produce a win-win situation.

Carl Jung divided behavior into two attitudes known as:

Perceptions are how an item,situation or others are viewed.

What are behavioral styles? How do they affect service provider-customer relationships?

If a rational style customer has intermittent eye contact,a strategy you may use is to:

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

In customer service,relationships with customers are built on _____ the characteristics of others.

A nonverbal cue of someone who is expressive is a(n):

If a decisive pattern customer directly places blame on you,the service provider,a strategy you may use is to:

What do you mean by seamless service?

In the decisive behavioral style,a strategy in response to a firm,active handshake is to return a weak,limp handshake.

Observing people,listening to them objectively and responding according to the situation helps avoid stereotyping people.

Jung explored human behavior and divided it into functions.One of them is ____.

An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is a:

A customer service professional needs to be aware that everyone is different.

An inquisitive style uses formal names instead of nicknames.

A service provider can partner with internal or external customers to solve problems and produce a win-win situation.

Carl Jung divided behavior into two attitudes known as:

Perceptions are how an item,situation or others are viewed.

What are behavioral styles? How do they affect service provider-customer relationships?

If a rational style customer has intermittent eye contact,a strategy you may use is to:

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