Question 1

Although changes in voice tone add vocal variety to messages,they do not affect interpretation of meaning.

Accepted Answer

A) True 
 B)False

Question 2

What is the editorial eyebrow?

Accepted Answer

Raising an eyebrow is sometimes called t

Question 3

_____ refers to the factors used to send messages that impact a customer's perception or feelings about a service provider of organization.

Accepted Answer

A)  Perception checking 
B)  Gender communication 
C)  Miscellaneous cues 
D)  Semantics 
A)  Perception checking 
B)  Gender communication 
C)  Miscellaneous cues 
D)  Semantics

Question 4

Time allocation refers to the amount of attention given to a person or project.

Accepted Answer

A) True 
 B)False

Question 5

_____ refers to the manner or clarity in which verbal messages are delivered.

Accepted Answer

A)  Pupilometrics 
B)  Proxemics 
C)  Malapropism 
D)  Articulation 
A)  Pupilometrics 
B)  Proxemics 
C)  Malapropism 
D)  Articulation

Question 6

Playing with hair,pulling at an ear and other such habits should be minimized because they tend to send negative messages to customers.

Accepted Answer

A) True 
 B)False

Question 7

In most Western cultures,the typical period of time that is comfortable for holding eye contact is _____ seconds.

Accepted Answer

A)  5 to 10 
B)  15 to 20 
C)  25 to 30 
D)  35 to 40 
A)  5 to 10 
B)  15 to 20 
C)  25 to 30 
D)  35 to 40

Question 8

Women are likely to be more bilateral in the use of their brain.

Accepted Answer

A) True 
 B)False

Question 9

Nonverbal communication gives no room for misinterpretation of the cues used by different people.

Accepted Answer

A) True 
 B)False

Question 10

Explain the impact of culture in customer interaction and service.

Accepted Answer

Cultural diversity is having a significa

Question 11

The term gender communication is used to refer to communication between males and females.

Accepted Answer

A) True 
 B)False

Question 12

Verbal messages consist of such things as movements,gestures,body positions,vocal qualities,and a variety of unspoken signals sent by people.

Accepted Answer

A) True 
 B)False

Question 13

Nonverbal communication cues that send powerful messages through gestures,vocal qualities,manner of dress and grooming are known as ____.

Accepted Answer

A)  verbal fillers 
B)  pupilometrics 
C)  paralanguage 
D)  body language 
A)  verbal fillers 
B)  pupilometrics 
C)  paralanguage 
D)  body language

Question 14

Which of the following is true of gender communication?

Accepted Answer

A)  Males tend to be more bilateral in the use of their brain. 
B)  Males are most comfortable being in close physical proximity with other males. 
C)  Females tend to learn more nurturing and relationship skills early. 
D)  Females are highly comfortable being in close physical proximity with other females. 
A)  Males tend to be more bilateral in the use of their brain. 
B)  Males are most comfortable being in close physical proximity with other males. 
C)  Females tend to learn more nurturing and relationship skills early. 
D)  Females are highly comfortable being in close physical proximity with other females.

Question 15

The scientific study of relationships between signs,symbols,and words and their meaning is called ____.

Accepted Answer

A)  paralanguage 
B)  proxemics 
C)  semantics 
D)  body language 
A)  paralanguage 
B)  proxemics 
C)  semantics 
D)  body language

Question 16

Nonverbal communication is a scientific method to understand human beings.

Accepted Answer

A) True 
 B)False

Question 17

As a service provider,one way to be nice to customers when they approach is to:

Accepted Answer

A)  stand up if appropriate and offer assistance. 
B)  continue whatever you are doing so you look busy. 
C)  simply point them in the direction they want. 
D)  grab the customer's arm to steer him or her in the right direction. 
A)  stand up if appropriate and offer assistance. 
B)  continue whatever you are doing so you look busy. 
C)  simply point them in the direction they want. 
D)  grab the customer's arm to steer him or her in the right direction.

Question 18

_____ is likely to lead to customer relationship breakdowns.

Accepted Answer

A)  Saying "please" and "thank you" to customers 
B)  Asking permissions and acknowledging contributions 
C)  Organizing and cleaning the work area regularly 
D)  Using pet phrases such as "cool" excessively 
A)  Saying "please" and "thank you" to customers 
B)  Asking permissions and acknowledging contributions 
C)  Organizing and cleaning the work area regularly 
D)  Using pet phrases such as "cool" excessively

Question 19

_____ refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

Accepted Answer

A)  Impact of culture 
B)  Pupilometrics 
C)  Gender communication 
D)  Perception checking 
A)  Impact of culture 
B)  Pupilometrics 
C)  Gender communication 
D)  Perception checking

Question 20

What are clusters?

Accepted Answer

Clusters are groupings of nonverbal beha

Although changes in voice tone add vocal variety to messages,they do not affect interpretation of meaning.

What is the editorial eyebrow?

_____ refers to the factors used to send messages that impact a customer's perception or feelings about a service provider of organization.

Time allocation refers to the amount of attention given to a person or project.

_____ refers to the manner or clarity in which verbal messages are delivered.

Playing with hair,pulling at an ear and other such habits should be minimized because they tend to send negative messages to customers.

In most Western cultures,the typical period of time that is comfortable for holding eye contact is _____ seconds.

Women are likely to be more bilateral in the use of their brain.

Nonverbal communication gives no room for misinterpretation of the cues used by different people.

Explain the impact of culture in customer interaction and service.

The term gender communication is used to refer to communication between males and females.

Verbal messages consist of such things as movements,gestures,body positions,vocal qualities,and a variety of unspoken signals sent by people.

Nonverbal communication cues that send powerful messages through gestures,vocal qualities,manner of dress and grooming are known as ____.

Which of the following is true of gender communication?

The scientific study of relationships between signs,symbols,and words and their meaning is called ____.

Nonverbal communication is a scientific method to understand human beings.

As a service provider,one way to be nice to customers when they approach is to:

_____ is likely to lead to customer relationship breakdowns.

_____ refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

What are clusters?

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Listening Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters

Exam 4: Nonverbal Communication Skills

Although changes in voice tone add vocal variety to messages,they do not affect interpretation of meaning.

What is the editorial eyebrow?

_____ refers to the factors used to send messages that impact a customer's perception or feelings about a service provider of organization.

Time allocation refers to the amount of attention given to a person or project.

_____ refers to the manner or clarity in which verbal messages are delivered.

Playing with hair,pulling at an ear and other such habits should be minimized because they tend to send negative messages to customers.

In most Western cultures,the typical period of time that is comfortable for holding eye contact is _____ seconds.

Women are likely to be more bilateral in the use of their brain.

Nonverbal communication gives no room for misinterpretation of the cues used by different people.

Explain the impact of culture in customer interaction and service.

The term gender communication is used to refer to communication between males and females.

Verbal messages consist of such things as movements,gestures,body positions,vocal qualities,and a variety of unspoken signals sent by people.

Nonverbal communication cues that send powerful messages through gestures,vocal qualities,manner of dress and grooming are known as ____.

Which of the following is true of gender communication?

The scientific study of relationships between signs,symbols,and words and their meaning is called ____.

Nonverbal communication is a scientific method to understand human beings.

As a service provider,one way to be nice to customers when they approach is to:

_____ is likely to lead to customer relationship breakdowns.

_____ refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

What are clusters?

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Listening Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters