Professional Development Exam Review
Course Introduction
Professional Development is a course designed to equip students with the essential skills, knowledge, and strategies required for personal and career growth in a dynamic professional environment. Emphasizing effective communication, teamwork, leadership, ethical behavior, and workplace adaptability, the course guides students through self-assessment, goal setting, and the creation of actionable development plans. Students will also explore current industry trends, build critical networking abilities, and engage in activities such as resume writing, interview preparation, and presentations, all aimed at enhancing their readiness for success in their chosen professions.
Recommended Textbook
Customer Service Skills for Success 6th Edition by Robert W. Lucas
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10 Chapters
550 Verified Questions
550 Flashcards
Source URL: https://quizplus.com/study-set/3121
Page 2
Chapter 1: The Customer Service Profession
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61868
Sample Questions
Q1) Explain the term service recovery.
Answer: If a service breakdown does occur,managers in truly customer-focused organizations should empower employees at all levels to do whatever is necessary to satisfy the customer.For this to happen,management must educate and train staff members on the techniques and policies available to help serve the customer.They must then give employees the authority to act without asking first for management intervention in order to resolve customer issues.This concept is known as service recovery.
Q2) Employees of other departments or branches,co-workers and other people who work within the same organization are ____.
A) external customers
B) internal customers
C) online customers
D) current customers
Answer: B
Q3) Deregulation is the removal of government restrictions on an industry.
A)True
B)False
Answer: True
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Page 3
Chapter 2: Contributing to the Service Culture
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61867
Sample Questions
Q1) What are the two types of delivery systems? Why is there a delicate balance in selecting a service delivery system?
Answer: The major difference between the two types of systems is that in a direct contact environment,customers interact directly with people,whereas in an indirect system their needs are met primarily with self-service through technology (possibly integrated with the human factor in customer contact/call centers)integrated with Internet services.There is a delicate balance in selecting a service delivery system.This is because each customer is unique and has personal preferences.While many prefer a hands-off self-service approach,others resent it and often view it as a loss of caring.
Q2) The first step a company should take in creating or redefining its service environment is to:
A) decide where the company is now and where it needs to be in order to better serve customers.
B) review the manner in which the internal and external customer needs are addressed. C) create a plan to attract and hold its potential customers.
D) conduct an inspection of its service and product delivery mechanisms.
Answer: C
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Page 4
Chapter 3: Verbal Communication Skills
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61866
Sample Questions
Q1) In reality,customers want to hear what you can,not what you can't do.
A)True
B)False
Answer: True
Q2) It is necessary to avoid using negative-sounding "you" messages as a primary means of addressing customers.
A)True
B)False
Answer: True
Q3) Which of the following is an example of nonassertive behavior?
A) Grasping a table or chair while talking.
B) Giving a limp and weak handshake.
C) Folding the hands while talking.
D) Apologizing for mistakes and moving on with the conversation.
Answer: B
Q4) The variable over which service providers have little control is the emotional state of their customers.
A)True
B)False Answer: True
Page 5
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Chapter 4: Nonverbal Communication Skills
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61865
Sample Questions
Q1) Ensuring trash cans are emptied and keeping office environment neat and tidy projects a professional image.
A)True
B)False
Q2) Nonverbal communication is a scientific method to understand human beings.
A)True
B)False
Q3) _____ refers to the manner or clarity in which verbal messages are delivered.
A) Pupilometrics
B) Proxemics
C) Malapropism
D) Articulation
Q4) 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 ____.
A) verbal filler
B) malapropism
C) paralanguage
D) voice quality
Q5) What is the role of gender in nonverbal communication?
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Chapter 5: Listening Skills
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61864
Sample Questions
Q1) _____ is often displayed through nonverbal cues (nodding or cocking of the head to one side or the other,smiling,or using paralanguage).
A) Empathy
B) Patience
C) Attentiveness
D) Objectivity
Q2) _____ requires putting yourself in the customer's place and trying to relate to the customer's needs,wants,and concerns.
A) Responsiveness
B) Empathy
C) Congruence
D) Convergence
Q3) When you are ill,fatigued,in poor physical condition,or not feeling well,listening can suffer.
A)True
B)False
Q4) Hearing is usually a simple process.
A)True
B)False
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Chapter 6: Customer Service and Behavior
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61863
Sample Questions
Q1) How someone views an item,situation or others is called ____.
A) stereotype
B) perception
C) bias
D) inflection
Q2) The way a person acts or reacts under certain circumstances is known as ____.
A) primary behavior pattern
B) service recovery
C) thought speed
D) disparate treatment
Q3) Observable tendencies or descriptive terms that identify categories of human behavior are known as ____.
A) win-win situations
B) personal obstacles
C) behavioral styles
D) faulty assumptions
Q4) A service provider should be sure to label a person as being one style.
A)True
B)False
Q5) What do you mean by seamless service?
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Chapter 7: Service Breakdowns and Service Recovery
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61862
Sample Questions
Q1) Which of the strategies should be adopted when a customer takes time to share a concern,complaint,or question?
A) Redirect the complaint, concern, or query to your boss.
B) Pretend to address the customer's grievances by giving them utmost importance.
C) Take necessary actions to resolve the problem at your own convenience.
D) Ensure that necessary follow-up actions begin once the transaction is completed.
Q2) Once a customer transaction is completed,make sure any necessary follow-up action is begun.
A)True
B)False
Q3) A demanding customer may feel a need to be or stay in control,especially if he or she has felt out of control in the past.
A)True
B)False
Q4) What are the five phases to the service recovery process?
Q5) List any five possible strategies to effectively handle dissatisfied customers.
Q6) What are the six steps in the problem-solving model?
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Page 9
Chapter 8: Customer Service in a Diverse World
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61861
Sample Questions
Q1) Closed-end questions encourage customers to share information.
A)True
B)False
Q2) Cultural diversity has to do with the similarities between groups of people.
A)True
B)False
Q3) Which of the following strategies should be adopted to communicate effectively with diverse customers?
A) Use care with nonverbal cues
B) Make sure that your language is exclusive
C) Address the customer using his or her first name
D) Assume familiarity when addressing others
Q4) The key to effectively serving all customers,and particularly people from different cultures,is flexibility.
A)True
B)False
Q5) You can assume familiarity and call someone by his or her first name when addressing them.
A)True
B)False
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Chapter 9: Customer Service Via Technology
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55 Flashcards
Source URL: https://quizplus.com/quiz/61860
Sample Questions
Q1) Explain the usage of e-mail in today's context comparing against what it was originally designed for.
Q2) While sending an e-mail,use the blind courtesy copies liberally.
A)True
B)False
Q3) _____ is an electronic form of messaging between mobile,portable,or fixed devices over a telephone network.
A) Cloud computing
B) Texting
C) Media blending
D) Predictive dialing
Q4) _____ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminant bulk messages.
A) Robocalling
B) Blogging
C) Spamming
D) Media blending
Q5) List any five functions performed by the customer relationship management software.
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Chapter 10: Encouraging Customer Loyalty
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61859
Sample Questions
Q1) One of the most common mistakes service providers make in dealing with customers who have a complaint or problem is to nonverbally send a message of skepticism.
A)True
B)False
Q2) Which of the following strategies should be adopted to successfully build trust?
A) Refrain from accepting any mistake as it projects poor performance of the organization.
B) Refrain from making any eye contract while attending to the customer.
C) Offer special incentives to attract new customers than focusing on current customers.
D) While communicating with the customer, project positivity and enthusiasm.
Q3) Which of the following is an easy way to show respect to customers?
A) When addressing a customer, use his or her first name.
B) Stop talking when the customer begins to speak.
C) Return calls or e-mail messages at your own convenience.
D) Avoid eye-contact with the customer lest he or she is offended.
Q4) Customer relationship management is a crucial element of customer loyalty.
A)True
B)False
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