Question 1

When in doubt about your message meaning,people tend to believe the words spoken.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is a behavioral difference between men and women?

Accepted Answer

A)  Women claim small areas of personal space, whereas men claim large areas. 
B)  Men focus more on facial details, whereas women focus less on it. 
C)  Women speak at a slower rate, whereas men speak at a faster rate. 
D)  Men are tolerant of interruptions, whereas women are intolerant of interruptions. 
A)  Women claim small areas of personal space, whereas men claim large areas. 
B)  Men focus more on facial details, whereas women focus less on it. 
C)  Women speak at a slower rate, whereas men speak at a faster rate. 
D)  Men are tolerant of interruptions, whereas women are intolerant of interruptions.

Question 3

Which of the following is likely to damage the customer-provider relationship?

Accepted Answer

A)  Using paralanguage 
B)  Performing perception checking 
C)  Using a lot of jargon 
D)  Communicating nonverbally 
A)  Using paralanguage 
B)  Performing perception checking 
C)  Using a lot of jargon 
D)  Communicating nonverbally

Question 4

A service provider must get back to a customer and renegotiate if the deadlines or agreed-upon terms can't be met.

Accepted Answer

A) True 
 B)False

Question 5

Nonverbal messages ____.

Accepted Answer

A)  are likely to be highly ineffective in customer interaction 
B)  clearly indicate that words have little relevance 
C)  are likely to contradict or override verbal messages 
D)  replace written communication in business 
A)  are likely to be highly ineffective in customer interaction 
B)  clearly indicate that words have little relevance 
C)  are likely to contradict or override verbal messages 
D)  replace written communication in business

Question 6

If a service provider is to understand and serve people who might be different,they must first become aware ____.

Accepted Answer

A)  that they are also very similar 
B)  that conducting business with them is always unsuccessful 
C)  that culture does not play a role in it 
D)  that the Internet is a good source of information 
A)  that they are also very similar 
B)  that conducting business with them is always unsuccessful 
C)  that culture does not play a role in it 
D)  that the Internet is a good source of information

Question 7

Maintaining eye contact and smiling frequently are behaviors more often associated with females.

Accepted Answer

A) True 
 B)False

Question 8

Males learn nurturing and relationship skills early,whereas females approach life from a more aggressive and competitive stance.

Accepted Answer

A) True 
 B)False

Question 9

In a board meeting,the chairman says "John is the pineapple of hard work".He obviously meant the word pinnacle and not pineapple.This is an example of ____.

Accepted Answer

A)  verbal filler 
B)  malapropism 
C)  paralanguage 
D)  voice quality 
A)  verbal filler 
B)  malapropism 
C)  paralanguage 
D)  voice quality

Question 10

Explain the four spatial cues in which interpersonal interactions take place?

Accepted Answer

Each culture has its own proxemics or sp

Question 11

If service is going to be delayed or take longer than planned,____.

Accepted Answer

A)  hurry up so the customer does not wait longer than necessary 
B)  just send the customer over for a free cup of coffee at the coffee shop 
C)  remember the customer can always use some extra time to shop 
D)  notify the customer the reasons for delay and offer alternatives available 
A)  hurry up so the customer does not wait longer than necessary 
B)  just send the customer over for a free cup of coffee at the coffee shop 
C)  remember the customer can always use some extra time to shop 
D)  notify the customer the reasons for delay and offer alternatives available

Question 12

Which of the following is a problem associated with nonverbal cues?

Accepted Answer

A)  They are highly ineffective in customer interactions. 
B)  They are incapable of carrying powerful messages. 
C)  They are likely to be misinterpreted. 
D)  They are overridden by verbal messages. 
A)  They are highly ineffective in customer interactions. 
B)  They are incapable of carrying powerful messages. 
C)  They are likely to be misinterpreted. 
D)  They are overridden by verbal messages.

Question 13

In most western cultures,the typical period of time that is comfortable for holding eye contact is 25 to 30 seconds.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is an example of negative nonverbal behavior?

Accepted Answer

A)  Eyes wide open 
B)  Gesturing with open hand 
C)  Pointing a finger 
D)  Brief eye contact 
A)  Eyes wide open 
B)  Gesturing with open hand 
C)  Pointing a finger 
D)  Brief eye contact

Question 15

Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another.

Accepted Answer

A) True 
 B)False

When in doubt about your message meaning,people tend to believe the words spoken.

Which of the following is a behavioral difference between men and women?

Which of the following is likely to damage the customer-provider relationship?

A service provider must get back to a customer and renegotiate if the deadlines or agreed-upon terms can't be met.

Nonverbal messages ____.

If a service provider is to understand and serve people who might be different,they must first become aware ____.

Maintaining eye contact and smiling frequently are behaviors more often associated with females.

Males learn nurturing and relationship skills early,whereas females approach life from a more aggressive and competitive stance.

In a board meeting,the chairman says "John is the pineapple of hard work".He obviously meant the word pinnacle and not pineapple.This is an example of ____.

Explain the four spatial cues in which interpersonal interactions take place?

If service is going to be delayed or take longer than planned,____.

Which of the following is a problem associated with nonverbal cues?

In most western cultures,the typical period of time that is comfortable for holding eye contact is 25 to 30 seconds.

Which of the following is an example of negative nonverbal behavior?

Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another.

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

When in doubt about your message meaning,people tend to believe the words spoken.

Which of the following is a behavioral difference between men and women?

Which of the following is likely to damage the customer-provider relationship?

A service provider must get back to a customer and renegotiate if the deadlines or agreed-upon terms can't be met.

Nonverbal messages ____.

If a service provider is to understand and serve people who might be different,they must first become aware ____.

Maintaining eye contact and smiling frequently are behaviors more often associated with females.

Males learn nurturing and relationship skills early,whereas females approach life from a more aggressive and competitive stance.

In a board meeting,the chairman says "John is the pineapple of hard work".He obviously meant the word pinnacle and not pineapple.This is an example of ____.

Explain the four spatial cues in which interpersonal interactions take place?

If service is going to be delayed or take longer than planned,____.

Which of the following is a problem associated with nonverbal cues?

In most western cultures,the typical period of time that is comfortable for holding eye contact is 25 to 30 seconds.

Which of the following is an example of negative nonverbal behavior?

Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another.

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