Customer Service Skills for Success 6th Edition Lucas
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Chapter 06
Customer Service and Behavior
True / False Questions
1. Behavioral styles are observable tendencies that you and others exhibit when dealing with tasks or people.
True False
2. A customer service professional needs to be aware that everyone is different.
True False
3. In dealing with customers, when someone is doing something with customers differently from your way, it means that the person is wrong.
True False
4. Adaptability is crucial in customer service for many people do not always act the way you want them to.
True False
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
6-1
5. Carl Jung divided behavior into two attitudes which he called constant and inconstant.
True False
6. Research has given us self-assessment questionnaires and models for explaining personal behavior, such as the Myers-Briggs Type Indicator.
True False
7. The way a person acts or reacts under certain circumstances are the primary behavior patterns that everyone has.
True False
8. An important point to remember is that there is one best behavioral style.
True False
9. People who have a preference for the rational style tend to be impatient.
True False
10. The decisive style is characterized by a no-nonsense approach to people and situations.
True False
11. A service provider should be sure to label a person as being one style.
True False
12. Nonverbal cues of a rational style person include constant eye contact.
True False
13. An inquisitive style uses formal names instead of nicknames.
True False
14. The expressive style exhibits nonverbal cues such as enthusiasm and inflection in voice.
True False
15. A service provider can partner with internal or external customers to solve problems and produce a win-win situation.
True False
16. A win-win situation is one in which the customer and you and your organization succeed.
True False
17. A likely behavior in the inquisitive style is intermittent eye contact.
True False
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
6-2
18. In the decisive behavioral style, a strategy in response to a firm, active handshake is to return a weak, limp handshake.
True False
19. A service provider should strive to provide seamless service that seems effortless and natural to the customer.
True False
20. No matter which style tendencies a customer has, everyone likes to feel appreciated.
True False
21. Everyone has perceptions about the people and events they encounter.
True False
22. Perceptions are how an item, situation or others are viewed.
True False
23. You are stereotyping a person when you make generalizations not based on reality.
True False
24. Stereotyping people affects the service provider-customer relationship.
True False
25. Observing people, listening to them objectively and responding according to the situation helps avoid stereotyping people.
True False Multiple Choice Questions
26. 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
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
6-3
27. In customer service, relationships with customers are built on _____ the characteristics of others.
A. destroying
B. accepting
C. neutralizing
D. rejecting
28. In customer service, many people do not always act the way you want them to. Hence ____.
A. behavior studies are unessential
B. controlling their behavior is necessary
C. isolation from such customers is essential
D. adaptability is crucial
29. The psychiatrist who did much research related to behavioral styles in the early 20th century is ____.
A. Andrea Jung
B. Carl Jung
C. George Boerec
D. Lovie Jung
30. Carl Jung divided behavior into two attitudes known as:
A. decisive and indecisive.
B. introvert and extrovert.
C. Type A and Type B.
D. constant and inconstant.
31. Jung explored human behavior and divided it into functions. One of them is ____.
A. listening
B. talking
C. touching
D. thinking
32. 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
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
6-4
33. Which of the following is a preference attributed to the rational style?
A. Talking more and observing less when in groups
B. Dislike being on a first-name basis with others
C. Avoiding anger and conflict
D. Having formal office spaces
34. _____ style is one of the behavioral groups characterized by being introverted and task focused.
A. Rational
B. Decisive
C. Inquisitive
D. Expressive
35. People whose preferences are the inquisitive style:
A. communicate informally.
B. like to be on a first-name basis.
C. like to be with people even in leisure activities.
D. use cool and brief handshakes, often without a smile.
36. _____ style is one of the behavioral groups, characterized by a direct and no-nonsense approach to people.
A. Rational
B. Decisive
C. Inquisitive
D. Expressive
37. If you display a confident, possibly arrogant demeanor, you are most likely exhibiting a(n) _____ style.
A. rational
B. inquisitive
C. decisive
D. expressive
38. The persons who are most likely to have a functionally decorated office are those of the _____ style.
A. rational
B. inquisitive
C. decisive
D. expressive
6-5
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
39. One of the four behavior groups characterized as people-oriented, fun-loving, upbeat and extroverted is the _____ style.
A. rational
B. inquisitive
C. decisive
D. expressive
40. If someone is not time-conscious and may be late for appointments often, they are exhibiting a(n) _____ style.
A. rational
B. decisive
C. inquisitive
D. expressive
41. For someone who has a rational style and keeps communication brief, your strategy will be to:
A. ask open-end questions to obtain information.
B. focus on their need for accuracy.
C. keep sentences brief.
D. focus on their need to be liked.
42. A nonverbal cue of someone who is expressive is a(n):
A. forceful tone.
B. active body language.
C. short attention span.
D. fleeting eye contact.
43. The system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution is known as:
A. problem-solving.
B. win-win situation.
C. disparate treatment.
D. primary behavior pattern.
44. An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is a:
A. disparate treatment.
B. win-win situation.
C. stereotype.
D. seamless service.
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
6-6
45. If a rational style customer has intermittent eye contact, a strategy you may use is to:
A. focus on the negative aspect.
B. avoid making eye contact.
C. avoid smiling.
D. listen actively.
46. If a decisive pattern customer directly places blame on you, the service provider, a strategy you may use is to:
A. be brief in offering solutions.
B. seek reassurance.
C. give a weak handshake.
D. turn the customer over to someone else.
47. Continually evaluating products and services to ensure that maximum effectiveness, efficiency and potential are being obtained from them is called:
A. disparate treatment.
B. win-win situation.
C. process improvement.
D. stereotype.
48. How someone views an item, situation or others is called ____.
A. stereotype
B. perception
C. bias
D. inflection
49. A generalization made about an individual or group that is not based on realty is called a:
A. stereotype.
B. win-win situation.
C. disparate treatment.
D. seamless service.
50. _____ means deliberate discrimination against a person based on his or her age, race, sex, ethnicity, or ability level.
A. Disparate treatment
B. Stereotype
C. Seamless service
D. Process improvement
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
6-7
Short Answer Questions
51. What are behavioral styles? How do they affect service provider-customer relationships?
52. Briefly state and explain the behavioral differences between rational and inquisitive styles.
53. Why is it necessary to recognize different behavior styles and communicate accordingly?
54. What do you mean by seamless service?
6-8
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
55. Discuss how we base our perceptions within a customer service framework.
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
6-9
Chapter 06 Customer Service and Behavior Answer Key
True / False Questions
1. (p. 202) Behavioral styles are observable tendencies that you and others exhibit when dealing with tasks or people.
TRUE
Behavioral styles are observable tendencies (actions that you can see or experience) that you and other people exhibit when dealing with tasks or people.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-01 Explain what behavioral styles are and why you should be concerned with them.
Level of Difficulty: 1 Easy
Topic: What are Behavioral Styles?
2. (p. 203) A customer service professional needs to be aware that everyone is different.
TRUE
As a customer service professional, you need to be aware that everyone is different. Not everyone behaves as you do, yet many still demonstrate behaviors that are similar to yours.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-01 Explain what behavioral styles are and why you should be concerned with them.
Level of Difficulty: 1 Easy
Topic: What are Behavioral Styles?
3. (p. 203)
In dealing with customers, when someone is doing something with customers differently from your way, it means that the person is wrong.
FALSE
When dealing with your customers, you should recognize that someone else doing something or acting differently from the way you do doesn't mean that the person is wrong.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Understand
Learning Objective: 06-01 Explain what behavioral styles are and why you should be concerned with them.
Level of Difficulty: 2 Medium
Topic: What are Behavioral Styles?
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
6-10
4. (p. 203) Adaptability is crucial in customer service for many people do not always act the way you want them to.
TRUE
In customer service, adaptability is crucial, for many people do not always act the way you want them to.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-01 Explain what behavioral styles are and why you should be concerned with them.
Level of Difficulty: 1 Easy
Topic: What are Behavioral Styles?
5. (p. 203) Carl Jung divided behavior into two attitudes which he called constant and inconstant.
FALSE
Carl Jung divided behavior into two attitudes called introvert and extrovert.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 1 Easy
Topic: Identifying Behavioral Styles
6. (p. 204) Research has given us self-assessment questionnaires and models for explaining personal behavior, such as the Myers-Briggs Type Indicator.
TRUE
Myers-Briggs Type Indicator is an example of behavioral style self-assessment questionnaire and model for explaining personal behavior.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Understand
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 2 Medium
Topic: Identifying Behavioral Styles
7. (p. 204) The way a person acts or reacts under certain circumstances are the primary behavior patterns that everyone has.
TRUE
Primary behavior pattern is the way a person acts or reacts under certain circumstances.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 1 Easy
Topic: Identifying Behavioral Styles
6-11
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
8. (p. 204) An important point to remember is that there is one best behavioral style.
TRUE
An important point to remember about short questionnaires and behavioral surveys is that there is no "best" or "worst" behavioral style.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Understand
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 2 Medium
Topic: Identifying Behavioral Styles
9. (p. 206)
People who have a preference for the rational style tend to be impatient.
FALSE
People who have a preference for the rational style tend to be very patient.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 1 Easy
Topic: Identifying Behavioral Styles
10. (p. 208)
The decisive style is characterized by a no-nonsense approach to people and situations.
TRUE
The decisive style is characterized by a direct, no-nonsense approach to people and situations.
AACSB: Analytic Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 1 Easy
Topic: Identifying Behavioral Styles
11. (p. 210) A service provider should be sure to label a person as being one style.
FALSE
Be careful not to label a person as being one style (for example, Toni is a high "R") since people use all four styles and most people do not appreciate stereotypes and labeling.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Understand
Learning Objective: 06-03 Develop strategies for communicating effectively with each behavioral style.
Level of Difficulty: 2 Medium
Topic: Communicating with Each Style
6-12
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
12. (p. 210)
Nonverbal cues of a rational style person include constant eye contact.
FALSE
Nonverbal cues of the rational style person includes fleeting eye contact.
13. (p. 211)
14. (p. 212)
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Understand
Learning Objective: 06-03 Develop strategies for communicating effectively with each behavioral style.
Level of Difficulty: 2 Medium
Topic: Communicating with Each Style
An inquisitive style uses formal names instead of nicknames.
TRUE
An inquisitive style uses formal names instead of nicknames.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 06-03 Develop strategies for communicating effectively with each behavioral style.
Level of Difficulty: 1 Easy
Topic: Communicating with Each Style
The expressive style exhibits nonverbal cues such as enthusiasm and inflection in voice.
TRUE
The expressive style exhibits nonverbal cues such as enthusiasm and inflection in voice.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-03 Develop strategies for communicating effectively with each behavioral style.
Level of Difficulty: 1 Easy
Topic: Communicating with Each Style
15. (p. 213) A service provider can partner with internal or external customers to solve problems and produce a win-win situation.
TRUE
For a service provider, there are many ways of partnering with either internal or external customers to solve problems and produce a win-win situation.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 06-04 Respond to customer problems effectively while building relationships.
Level of Difficulty: 1 Easy
Topic: Building Stronger Relationships
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
6-13
16. (p. 213)
A win-win situation is one in which the customer and you and your organization succeed.
TRUE
A win-win situation is one in which both the customer and you and your organization succeed and feel good about the outcome.
AACSB: Analytic Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-04 Respond to customer problems effectively while building relationships.
Level of Difficulty: 1 Easy
Topic: Building Stronger Relationships
17. (p. 216)
A likely behavior in the inquisitive style is intermittent eye contact.
TRUE
People behaving in inquisitive style exhibit intermittent eye contact.
AACSB: Analytic Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-04 Respond to customer problems effectively while building relationships.
Level of Difficulty: 1 Easy
Topic: Building Stronger Relationships
18. (p. 216)
In the decisive behavioral style, a strategy in response to a firm, active handshake is to return a weak, limp handshake.
FALSE
In the decisive behavioral style, a strategy in response to a firm, active handshake is to return a firm businesslike handshake.
AACSB: Analytic Accessibility: Keyboard Navigation Blooms: Understand
Learning Objective: 06-04 Respond to customer problems effectively while building relationships.
Level of Difficulty: 2 Medium
Topic: Building Stronger Relationships
19. (p. 218) A service provider should strive to provide seamless service that seems effortless and natural to the customer.
TRUE
A service provider should strive to provide seamless service, an effortless and natural one, to customers.
AACSB: Analytic Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-04 Respond to customer problems effectively while building relationships.
Level of Difficulty: 1 Easy
Topic: Building Stronger Relationships
6-14
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
20. (p. 218)
No matter which style tendencies a customer has, everyone likes to feel appreciated.
TRUE
To build a strong relationship with customers, it is necessary to make a customer feel special as most people like to feel special and appreciated.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Understand
Learning Objective: 06-04 Respond to customer problems effectively while building relationships.
Level of Difficulty: 2 Medium
Topic: Building Stronger Relationships
21. (p. 222)
Everyone has perceptions about the people and events they encounter.
TRUE
Everyone has perceptions about the people and events he or she encounters.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-05 Use knowledge of behavioral styles to help manage perceptions of others.
Level of Difficulty: 1 Easy
Topic: Dealing with Perceptions
22. (p. 222)
Perceptions are how an item, situation or others are viewed.
TRUE
Perceptions explain how someone views an item, situation, or others.
AACSB: Analytic Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-05 Use knowledge of behavioral styles to help manage perceptions of others.
Level of Difficulty: 1 Easy
Topic: Dealing with Perceptions
23. (p. 223) You are stereotyping a person when you make generalizations not based on reality.
TRUE
Stereotyping refers to generalization made about an individual or group and not based on reality.
AACSB: Analytic Accessibility: Keyboard Navigation Blooms: Understand
Learning Objective: 06-05 Use knowledge of behavioral styles to help manage perceptions of others.
Level of Difficulty: 2 Medium
Topic: Dealing with Perceptions
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
6-15
24. (p. 224)
Stereotyping people affects the service provider-customer relationship.
TRUE
Stereotyping people affects service providers' relationships with customers and could even lead to legal charges of disparate treatment and liability for service providers and their organization.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-05 Use knowledge of behavioral styles to help manage perceptions of others.
Level of Difficulty: 1 Easy
Topic: Dealing with Perceptions
25. (p. 225)
Observing people, listening to them objectively and responding according to the situation helps avoid stereotyping people.
TRUE
To avoid categorizing or stereotyping people, spend time observing them, listen to them objectively, and respond according to each situation and person.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Understand
Learning Objective: 06-05 Use knowledge of behavioral styles to help manage perceptions of others.
Level of Difficulty: 2 Medium
Topic: Dealing with Perceptions
Multiple Choice Questions
26. (p. 202)
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
Behavioral styles are observable tendencies and descriptive terms that identify categories of human behavior identified by behavioral researchers.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-01 Explain what behavioral styles are and why you should be concerned with them.
Level of Difficulty: 1 Easy
Topic: What are Behavioral Styles?
6-16
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
27. (p. 203) In customer service, relationships with customers are built on _____ the characteristics of others.
A. destroying
B. accepting
C. neutralizing
D. rejecting
In customer service, relationships are built on accepting the characteristics of others.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Understand
Learning Objective: 06-01 Explain what behavioral styles are and why you should be concerned with them.
Level of Difficulty: 2 Medium
Topic: What are Behavioral Styles?
28. (p. 203) In customer service, many people do not always act the way you want them to. Hence ____.
A. behavior studies are unessential
B. controlling their behavior is necessary
C. isolation from such customers is essential
D. adaptability is crucial
In customer service, adaptability is crucial, for many people do not always act the way you want them to.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Understand
Learning Objective: 06-01 Explain what behavioral styles are and why you should be concerned with them.
Level of Difficulty: 2 Medium
Topic: What are Behavioral Styles?
29. (p. 203) The psychiatrist who did much research related to behavioral styles in the early 20th century is ____.
A. Andrea Jung
B. Carl Jung
C. George Boerec
D. Lovie Jung
Many self-assessment questionnaires and much of the research related to behavioral styles are based on the work begun by psychiatrist Carl Jung and others in the earlier part of the twentieth century.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 1 Easy
6-17
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
Topic: Identifying Behavioral Styles
30. (p. 203) Carl Jung divided behavior into two attitudes known as:
A. decisive and indecisive.
B. introvert and extrovert.
C. Type A and Type B.
D. constant and inconstant.
Jung explored human personality and behavior. He divided behavior into two attitudes: introvert and extrovert.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 1 Easy
Topic: Identifying Behavioral Styles
31. (p. 203)
Jung explored human behavior and divided it into functions. One of them is ____.
A. listening
B. talking
C. touching
D. thinking
Jung explored human behavior and divided it into four functions: thinking, feeling, sensing, and intuitive.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 1 Easy
Topic: Identifying Behavioral Styles
32. (p. 204) 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
Primary behavior pattern refers to the way a person acts or reacts under certain circumstances.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 1 Easy
Topic: Identifying Behavioral Styles
6-18
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
33. (p. 207)
Which of the following is a preference attributed to the rational style?
A. Talking more and observing less when in groups
B. Dislike being on a first-name basis with others
C. Avoiding anger and conflict
D. Having formal office spaces
Avoiding anger and conflict is a preference attributed to the rational behavior style.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Understand
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 2 Medium
Topic: Identifying Behavioral Styles
34. (p. 207)
_____ style is one of the behavioral groups characterized by being introverted and task focused.
A. Rational
B. Decisive
C. Inquisitive
D. Expressive
Inquisitive style is one of the four behavioral groups, characterized by being introverted, task focused, and detail-oriented.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 1 Easy
Topic: Identifying Behavioral Styles
35.
People whose preferences are the inquisitive style:
A. communicate informally.
B. like to be on a first-name basis.
C. like to be with people even in leisure activities.
D. use cool and brief handshakes, often without a smile.
People preferring inquisitive style tend to have cool and brief handshakes, often without a smile.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Understand
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 2 Medium
Topic: Identifying Behavioral Styles
6-19
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
(p. 207)
36. (p. 208)
_____ style is one of the behavioral groups, characterized by a direct and no-nonsense approach to people.
A. Rational
B. Decisive
C. Inquisitive
D. Expressive
Decisive style is one of the four behavior styles, characterized by a direct, no-nonsense approach to people and situations.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Understand
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 2 Medium
Topic: Identifying Behavioral Styles
37. (p. 208) If you display a confident, possibly arrogant demeanor, you are most likely exhibiting a(n) _____ style.
A. rational
B. inquisitive
C. decisive
D. expressive
Decisive style people exhibit a confident, possibly an arrogant demeanor.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Understand
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 2 Medium
Topic: Identifying Behavioral Styles
38. (p. 209) The persons who are most likely to have a functionally decorated office are those of the _____ style.
A. rational
B. inquisitive
C. decisive
D. expressive
Decisive style people have functionally decorated offices (all items have a purpose and are not there to make the environment more attractive).
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Understand
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 2 Medium
6-20
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
Topic: Identifying Behavioral Styles
39. (p. 209) One of the four behavior groups characterized as people-oriented, fun-loving, upbeat and extroverted is the _____ style.
A. rational
B. inquisitive
C. decisive
D. expressive
Expressive style is one of the four behavior groups characterized as being people-oriented, fun-loving, upbeat, and extroverted.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 1 Easy
Topic: E: Expressive
40. (p. 209)
If someone is not time-conscious and may be late for appointments often, they are exhibiting a(n) _____ style
A. rational
B. decisive
C. inquisitive
D. expressive
Expressive style people are not time-conscious and may often be late for appointments.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Understand
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 3 Hard
Topic: E: Expressive
41. (p. 210)
For someone who has a rational style and keeps communication brief, your strategy will be to:
A. ask open-end questions to obtain information.
B. focus on their need for accuracy.
C. keep sentences brief.
D. focus on their need to be liked.
A rational style behavior is characterized by brief communication and the strategy in response to this behavior is to ask open-ended questions to draw out sufficient information.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Understand
Learning Objective: 06-03 Develop strategies for communicating effectively with each behavioral style.
Level of Difficulty: 3 Hard
6-21
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
Topic: Communicating with Each Style
42. (p. 212) A nonverbal cue of someone who is expressive is a(n):
A. forceful tone.
B. active body language.
C. short attention span.
D. fleeting eye contact.
An expressive person is characterized by an active body language as his or her nonverbal cue.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Understand
Learning Objective: 06-03 Develop strategies for communicating effectively with each behavioral style.
Level of Difficulty: 2 Medium
Topic: Communicating with Each Style
43. (p. 213)
The system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution is known as:
A. problem-solving.
B. win-win situation.
C. disparate treatment.
D. primary behavior pattern.
The system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution is called problem solving.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 06-04 Respond to customer problems effectively while building relationships.
Level of Difficulty: 1 Easy
Topic: Building Stronger Relationships
44. (p. 213)
An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is a:
A. disparate treatment.
B. win-win situation.
C. stereotype.
D. seamless service.
An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is a win-win situation.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Remember
6-22
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
Learning Objective: 06-04 Respond to customer problems effectively while building relationships.
Level of Difficulty: 1 Easy
Topic: Building Stronger Relationships
45. (p. 216) If a rational style customer has intermittent eye contact, a strategy you may use is to:
A. focus on the negative aspect.
B. avoid making eye contact.
C. avoid smiling.
D. listen actively.
If a rational customer has intermittent eye contact, the service provider's response strategy must be to listen actively to the customer by making eye contact.
AACSB: Analytic Accessibility: Keyboard Navigation Blooms: Apply
Learning Objective: 06-04 Respond to customer problems effectively while building relationships.
Level of Difficulty: 3 Hard
Topic: Seek Opportunities for Service
46. (p. 216) If a decisive pattern customer directly places blame on you, the service provider, a strategy you may use is to:
A. be brief in offering solutions.
B. seek reassurance.
C. give a weak handshake.
D. turn the customer over to someone else.
When a decisive style customer directly places blame on a service provider, the strategy to be used by the provider is to be brief and explain the customer what can be done and offering solutions.
AACSB: Analytic Accessibility: Keyboard Navigation Blooms: Apply
Learning Objective: 06-04 Respond to customer problems effectively while building relationships.
Level of Difficulty: 3 Hard
Topic: Seek Opportunities for Service
6-23
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
47. (p. 218)
Continually evaluating products and services to ensure that maximum effectiveness, efficiency and potential are being obtained from them is called:
A. disparate treatment.
B. win-win situation.
C. process improvement.
D. stereotype.
Process improvement refers to the process of continually evaluating products and services to ensure that maximum effectiveness, efficiency, and potential are being obtained from them.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-04 Respond to customer problems effectively while building relationships.
Level of Difficulty: 1 Easy
Topic: Focus on Process Improvement
48. (p. 222)
How someone views an item, situation or others is called ____.
A. stereotype
B. perception
C. bias
D. inflection
How someone views an item, situation, or others is called perception.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-05 Use knowledge of behavioral styles to help manage perceptions of others.
Level of Difficulty: 1 Easy
Topic: Dealing with Perceptions
49. (p. 223) A generalization made about an individual or group that is not based on realty is called a:
A. stereotype.
B. win-win situation.
C. disparate treatment.
D. seamless service.
Generalization made about an individual or group and not based on reality is called stereotype.
AACSB: Analytic
Accessibility: Keyboard Navigation
Blooms: Remember
Learning Objective: 06-05 Use knowledge of behavioral styles to help manage perceptions of others.
Level of Difficulty: 1 Easy
Topic: Perceptions and Stereotypes
6-24
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
50. (p. 224)
_____ means deliberate discrimination against a person based on his or her age, race, sex, ethnicity, or ability level.
A. Disparate treatment
B. Stereotype
C. Seamless service
D. Process improvement
Disparate treatment means deliberate discrimination against a person based on his or her age, race, ethnicity, or ability level.
AACSB: Analytic
Accessibility: Keyboard Navigation Blooms: Remember
Learning Objective: 06-05 Use knowledge of behavioral styles to help manage perceptions of others.
Level of Difficulty: 1 Easy
Topic: Perceptions and Stereotypes
Short Answer Questions
51. (p. 202203)
What are behavioral styles? How do they affect service provider-customer relationships?
Behavioral styles are observable tendencies or actions that people exhibit when dealing with tasks or other people. A customer service professional should strive to provide service in a manner that addresses not only the behaviors preferred by them, but also those that fulfill the needs and desires of others as well. A customer service professional must understand human behavioral style characteristics to be better at establishing and maintaining positive relationships with customers. When dealing with your customers, it is essential to recognize that someone else doing something or acting differently from the way you do doesn't mean that the person is wrong. It simply means that they approach situations differently. Relationships are built on accepting the characteristics of others. In customer service, adaptability is crucial, for many people do not always act the way you want them to.
AACSB: Analytic Blooms: Understand
Learning Objective: 06-01 Explain what behavioral styles are and why you should be concerned with them.
Level of Difficulty: 2 Medium
Topic: What are Behavioral Styles?
6-25
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
52. (p. 206207)
Briefly state and explain the behavioral differences between rational and inquisitive styles.
Rational style is one of the four behavioral groups characterized by being quiet, reflective, task focused, and systematic. People who have a preference for the rational style may tend to:
• Listen and observe more than they talk, especially in groups.
• Be very patient.
• Wait or stand in one place for periods of time without complaining, although they may be internally irritated about a breakdown in the system or lack of organization.
• Exhibit congenial eye contact and facial expressions.
Inquisitive style is one of the four behavioral groups, characterized by being introverted, task focused, and detail-oriented. People who have a preference for the inquisitive style may tend to:
• Rarely volunteer feelings freely.
• Ask specific, pertinent questions rather than make statements of their feelings.
• Rely heavily on facts, times, dates, and practical information to make their point.
• Prefer to interact in writing rather than in person or on the phone.
AACSB: Analytic Blooms: Understand
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer service.
Level of Difficulty: 2 Medium
Topic: Identifying Behavioral Styles
53. (p. 210) Why is it necessary to recognize different behavior styles and communicate accordingly?
Each behavior style features various indicators of the style in practice. Remember, these cues are indicators, not absolutes, as you begin to use them to interact appropriately with others.
Once recognize people's style tendencies are recognized, it gives scope for improving relationships and chances of success by tailoring communication strategies according to the style exhibited by people.
Everyone is a mixture of all four styles and can change to a different style to address a variety of situations. It is essential to be careful not to label a person as being one style (for example, Toni is a high "R") since people use all four styles and most people do not appreciate stereotypes and labeling.
AACSB: Analytic Blooms: Understand
Learning Objective: 06-03 Develop strategies for communicating effectively with each behavioral style.
Level of Difficulty: 2 Medium
Topic: Communicating with Each Style
6-26
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
54.
(p. 218)
What do you mean by seamless service?
55. (p. 222223)
Seamless service is done in a manner that seems effortless and natural to the customer. Processes and systems are fully functional, effective, and efficient. Service representatives are well-trained and proficient in delivering service, and there is no inconvenience to the customer.
AACSB: Analytic Blooms: Understand
Learning Objective: 06-04 Respond to customer problems effectively while building relationships.
Level of Difficulty: 2 Medium
Topic: Focus on Process Improvement
Discuss how we base our perceptions within a customer service framework.
People's perceptions of events vary greatly, as do their perceptions of each other. As a customer service provider, you should be aware of how you perceive your customers and, in turn, how they perceive you. In some cases, you may stereotype people and, in doing so, adversely affect delivery of services. In some instances, the factors that you might be tempted to project onto an individual such as age, gender, race, or ethnic background, might actually stem from the person's behavioral style preference. You need to be very careful that your perceptions about any group of people are not influenced by stereotypes because this clearly works against treating each customer as an individual.
AACSB: Analytic Blooms: Understand
Learning Objective: 06-05 Use knowledge of behavioral styles to help manage perceptions of others.
Level of Difficulty: 2 Medium
Topic: Dealing with Perceptions
6-27
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
