Test Bank For Global Business Today, 6th Edition, Charles W. L. Hill, G. Tomas M. Hult, Thomas McKai

Test Bank For Global Business Today, 6th Edition, Charles W. L. Hill, G. Tomas M. Hult, Thomas McKaig, Frank Cotae Chapter 1-16 Answers are at the End of Each Chapter

Test Bank for Customer Service Skills for Success, 8th Edition by Robert Lucas Chapter 1-13 Answer are at the End of Each Chapter

Chapter 1 Student name:__________ 1) The goals of providing customer service are the same in their focus despite the differences

between organizations. ⊚ true ⊚ false

2) Customer service is the ability of knowledgeable and capable employees to deliver products

to their external and internal customers. ⊚ true ⊚ false

3) The ultimate goal of customer relationship management is customer loyalty. ⊚ true ⊚ false

4) Internet service providers are an example of organizations that provide both products and

services. ⊚ true ⊚ false

5) According to the Census Bureau and the Bureau of Labor Statistics, state and local

governments are classified as belonging to the service sector while the federal government is not. ⊚ true ⊚ false

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6) A manufacturer of consumer goods, wanting to reduce costs, relocates its production facility

to a rural location. This is an example of a cottage industry. ⊚ true ⊚ false

7) Organizations such as the International Council of Customer Service Organizations (ICCSO)

work to help develop and promote service and professional excellence standards globally. ⊚ true ⊚ false

8) According to the U.S. Bureau of Labor Statistics, the long-term shift from goods-producing

to service-producing employment is expected to reverse, resulting in fewer service jobs. ⊚ true ⊚ false

9) One trend in job development comes about from the need for employees to be able to have

regular access to personal and professional networks and to engage in collaborative exchanges, which means more jobs are likely to develop in rural areas. ⊚ true ⊚ false

10) Employees who work from their homes or satellite locations are considered to be

telecommuting. ⊚ true ⊚ false

11) The practice of telecommuting does not include people who are self-employed. ⊚ true ⊚ false

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12) Instant messaging refers to a form of Internet communication where users can transmit text

messages or chat in real-time via the Internet to one or more people. ⊚ true ⊚ false

13) COVID-19 resulted in an increase in telecommuting that required companies to adjust to new

operational requirements. ⊚ true ⊚ false

14) ADP Research Institute determined that during the pandemic, companies with more

employees experienced larger declines in total employment than smaller employers. ⊚ true ⊚ false

15) When Maisey moved to Chicago to start a job in customer service, she joined a local group

of people with similar jobs who met monthly to share experiences and discuss the job market.

This is an example of professional networking. ⊚ true ⊚ false

16) One result of the shift to home-based work during the pandemic was a potential increase in

mental health crisis situations. ⊚ true ⊚ false

17) The United Kingdom’s decision to leave the EU (BREXIT) is likely to result in lost revenue

and cuts in services and employment by companies in the UK as well as Europe. ⊚ true ⊚ false

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18) Today’s workforce is expected to grow at a faster pace than in previous decades. ⊚ true ⊚ false

19) The development and increased sophistication of technology has led to an increase in

manufacturing and blue-collar jobs. ⊚ true ⊚ false

20) The U.S. government has not made any effort to upgrade and expand broadband access

nationwide since the late 1990s. ⊚ true ⊚ false

21) Offshoring refers to the practice of contracting with third-party companies outside the

organization. ⊚ true ⊚ false

22) By 2028, the manufacturing sector is expected to recover and account for more than half of

all wage and salary jobs in the U.S. economy and most of the job growth. ⊚ true ⊚ false

23) Customer service professionals need to be abreast of current organizational policies and

procedures. ⊚ true ⊚ false

24) Customer satisfaction refers to the feelings of a person whose needs have been met by an

organization. ⊚ true ⊚ false

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25) External customers are the ones who actively seek out; research; and buy, rent or lease

products or services offered by the organization. ⊚ true ⊚ false

26) Organizational culture impacts employees, not customers. ⊚ true ⊚ false

27) The best way to approach a job interview is from a consumer mentality. ⊚ true ⊚ false

28) Learning organizations are businesses that work in education-related fields. ⊚ true ⊚ false

29) The term used to describe businesses and organizations that are engaged primarily in service

delivery is A) customer service.

B) customer-focused organizations.

C) service sector.

D) service dealers.

30) A multinational software company works to satisfy its clients by identifying their needs and

establishing policies and procedures to support excellence in service delivery. This company could be described as a(n) A) customer-focused organization.

B) offshoring organization.

C) cottage industry.

D) outsourcing organization.

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31) According to the Census Bureau and the Bureau of Labor Statistics, wholesale trade, retail

trade, finance, insurance, and the federal government are examples of the________ sector.

A) service B) primary C) public D) private

32) During the early days of business growth, many sold or bartered products from their homes

in what became known as A) insourcing organizations.

B) cottage industries.

C) service industries.

D) customer-focused organizations.

33) ________ is the term applied to an ongoing trend of information, knowledge, and resource

sharing around the world.

A) Networking B) Telecommuting C) Globalization D) Deregulation

34) Which of these jobs is expected to continue to grow at a rapid pace?

A) assembly line worker B) healthcare worker C) federal government jobs D) transportation and warehousing

35) A company allows its employees to set up home offices and communicate electronically to

its corporate office. This is an example of A) downsizing.

B) outsourcing.

C) telecommuting.

D) offshoring.

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36) The term that applies to the situation in which employees are terminated or empty positions

are left unfilled once someone leaves an organization is A) offshoring.

B) downsizing.

C) networking.

D) outsourcing.

37) Of these countries, which was the least impacted by the COVID-19 pandemic?

A) New Zealand B) South Africa C) France D) Japan

38) In spite of all the problems that businesses encountered during the pandemic, there were a

few positive benefits, including A) employees’ mental health improved as a result of working from home.

B) employees had more interpersonal contact with coworkers because of technology, such as teleconferencing.

C) office expenses went down as less office space was needed.

D) employees had less need for training in communicating with customers.

39) Zach is an economist whose job it is to predict trends or shifts in consumer needs and

expectations. He is likely to use a graphical representation of data called a A) dashboard.

B) supply chart.

C) consumer behavior graph.

D) demand curve.

40) What two recent events caused the most economic challenges globally?

A) the pandemic and BREXIT B) the recession of 2008 and the war in Afghanistan C) the attack on the World Trade Center and the war in Iraq D) the fires and floods caused by climate change and the 2016 presidential election

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41) In what way has the consumer mindset changed in the past few years?

A) Consumers are spending less time shopping online and more time in brick-and-mortar

stores.

B) Older consumers have increased their use of restaurants and retailers.

C) Restaurants and retail stores have lowered expectations of cleanliness and disinfecting.

D) Online browsing has resulted in better informed customers.

42) The U.S. Labor Department released projections on labor force makeup from 2019 to 2029,

including A) the median age of the population will lower due to better health care and immigration.

B) population growth is expected to slow, in part because of slowed growth of the Hispanic population.

C) changing consumer preferences will lead to improvements in employment in the agriculture sector.

D) the manufacturing sector is expected to rebound by the end of the decade.

43) B2B stands for A) back-to-business.

B) brand-to-brand.

C) brokering-to-business.

D) business-to-business.

44) A company needed to lower its expenses, so it decided to move its manufacturing facility

from the U.S. to the Philippines where labor is cheaper. This is an example of A) offshoring.

B) insourcing.

C) deregulation.

D) outsourcing.

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45) ________ occurs when organizations decide to have their own employees assume functions

and perform work instead of contracting out to third parties.

A) Insourcing B) Deregulation C) Outsourcing D) Offshoring

46) Which country is a part of the USMCA trade agreement?

A) Mexico B) Costa Rica C) the UK D) China

47) _______ are basic and fundamental beliefs that help motivate or guide the actions and

attitudes that people have about many given things.

A) Attitudes B) Emotions C) Values D) Ethics

48) How have changing consumer values impacted the automobile industry?

A) Consumers have become less cost-conscious, so the market for luxury vehicles has

grown.

B) Many auto manufacturers have needed to develop vehicles that are more energy efficient.

C) Service has become less of an issue with more reliable technology.

D) As more consumers choose alternate forms of transportation, vehicle sales have slowed.

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49) Which statement best describes the term "e-commerce?"

A) It refers to an entire spectrum of companies that market products and services on the

Internet and through other technology.

B) It is a trade agreement entered into by the United States, Canada, and Mexico to help eliminate barriers to trade.

C) It is a process by which employees are terminated or empty positions are left unfilled once someone leaves an organization.

D) It refers to the group of companies operated by the federal government that sells products free of cost.

50) Service providers invest large amounts of money in training employees because A) they lose business and revenue if they do not meet the service expectations of

customers.

B) they are unaffected by the economic recession and massive job losses.

C) a larger number of consumers are opting to buy rather than rent homes and cars.

D) consumers act on impulse and purchase any product or service that they desire to buy.

51) Those who actively seek out, research, and buy, rent, or lease products or services offered by

a business are its A) external customers.

B) internal customers.

C) investors.

D) suppliers.

52) Which of these is an example of external customers?

A) subordinates B) suppliers C) coworkers D) security personnel

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53) Employees of other departments or branches, coworkers, and other people who work within

the same organization are________ customers.

A) external B) internal C) salaried D) current

54) Which of these is an example of internal customers?

A) vendors B) suppliers C) potential clients D) subordinates

55) The________ includes any element of an organization that a customer experiences.

A) service sector B) organizational culture C) service environment D) service recovery

56) An organization undertakes activities such as recruiting, selecting, training, and retaining

qualified people, otherwise known as A) human resources.

B) customer relationship management.

C) service recovery.

D) organizational culture.

57) There are three potential areas of customer satisfaction or dissatisfaction when a company

provides products or services: quality, quantity, and A) price.

B) service effectiveness.

C) prompt feedback.

D) delivery.

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58) The________ is the method by which the product or service is provided to customers.

A) distribution procedure B) transport method C) delivery system D) supply chain

59) ________ is a term that describes an organization that uses knowledge as a basis for

competitive advantage.

A) Learning organization B) Customer-focused organization C) Service industry D) Cottage industry

60) William purchased a vacuum cleaner that stopped working after a month of use. He took it

back to the store and they honored the warranty and gave him a new vacuum. This act of remedying a problem is called A) service recovery.

B) a problem/solution.

C) customer satisfaction.

D) de-escalation.

61) Define the service sector and list a few industries that it covers.

62) Distinguish between offshoring and outsourcing.

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63) Define e-commerce. Give two examples of activities that would be considered e-commerce.

64) Discuss the term “organizational culture.”

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Answer Key Test name: chapter 1 1) FALSE

There have been many attempts to define the term customer service, but depending on an organization’s focus—such as retailing, medical, dental, industry, manufacturing, or repair services—the goals of providing customer service may vary.

2) TRUE

Customer service is defined as the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business. By doing these things, organizations can truly become customer-focused organizations.

3) TRUE

The concept of identifying customer needs, understanding and influencing customer behavior through ongoing communication strategies in an effort to acquire, retain, and satisfy the customer is known as customer relationship management. The ultimate goal is customer loyalty.

4) FALSE

Internet service providers, associations, banks and credit unions, and consulting firms are examples of organizations that specialize in providing only services.

5) FALSE

The term “service sector” as used by the Census Bureau and the Bureau of Labor Statistics in their reports and projections typically includes transportation companies, communication companies, utilities companies, federal government, and state and local governments.

6) FALSE

Cottage industry is the term adopted in the early days of customer service when many people started small businesses in their homes or cottages and bartered products or services with neighbors. Relocating a firm to a rural area is not an example of this.

7) TRUE

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Today, businesses have changed dramatically as the economy has shifted from a dependence on manufacturing to a focus on providing timely quality service. Tied to this trend has been the development of international quality standards by which service effectiveness is measured in many multinational organizations. The International Council of Customer Service Organizations (ICCSO) has contributed to this by setting internationally acceptable standards and certifications to create a global atmosphere of service.

8) FALSE

Service-providing sectors will account for most of the jobs added by 2029. Of the 6.0 million jobs projected to be added to the economy, about half (3.1 million) are expected to be in the healthcare and social assistance sector.

9) FALSE

This trend means that more jobs are likely to develop in major metropolitan areas, where ease of interaction with peers and suppliers, high customer density, and access to the most current business practices exist.

10) TRUE

A trend seen that allows employees to set up home offices and from there electronically communicate and forward information to their corporate offices is called telecommuting.

11) TRUE

To reduce traffic and pollution and save resources (e.g., rent, telephone, and technology systems), many organizations allow employees to set up home offices and from there electronically communicate and forward information to their corporate offices. The practice of telecommuting does not include people who are self-employed.

12) TRUE

Instant messaging refers to a form of Internet communication where users can transmit text messages or chat in real-time via the Internet to one or more people. More advanced forms allow voice calling, video chat, and hyperlinks to various media.

13) TRUE

The importance and impact of working remotely by incorporating technology into the workplace formula was amplified tremendously due to the onset of the COVID-19 pandemic. Many companies, especially small businesses, were not prepared or equipped to adequately deal with the sudden changes in operational requirements that were thrust upon them.

14) FALSE

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The organization’s data showed that during the pandemic, “smaller employers experienced larger declines. The largest decline for any size group was for employers with 20 to 49 employees, with a decline of 21.5 percent. The smallest decline was for employers with 1000 or more employees, with a decline of 13.3 percent.”

15) TRUE

Networking is the active experience of building relationships and sharing resources.

16) TRUE

Mental health professionals point out the long-term impact on the lack of socialization for employees and children outside of their home could have negative impacts on people over time.

This may lead to some societal breakdowns and other issues, such as a spike in mental health crisis situations.

17) TRUE

BREXIT has created numerous challenges for the United Kingdom, European countries, and trading partners and allies around the world. A likely outcome is that businesses will see lost revenue and impose cuts in inventory, services, and employment-related areas.

18) FALSE

Today’s labor force is expected to grow at a slightly slower rate than in previous decades due to the pandemic, an aging workforce, changing consumer preferences, and declines in the manufacturing sector.

19) FALSE

The development and increased sophistication of machines, telephones, service equipment, and computers have caused an increase in production and quality. One result of this trend has been a decrease in manufacturing and blue-collar jobs 20) FALSE

The U.S. government passed the Recovery Act in 2009 with money allocated for expanding nationwide Internet access to rural areas and into schools, libraries, public safety offices, and other community buildings.

21) FALSE

Offshoring refers to the relocation of business services by an organization from one country to another. In doing so, companies often save money on costs such as production, wages, and benefits.

22) FALSE

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By 2028, the service-providing sectors are projected to account for more than 85 percent of all wage and salary jobs in the economy and most of the job growth.

23) TRUE

The expectation of quality service that most consumers have also creates a need for better-trained and better-educated customer service professionals. They need to be abreast of current organizational policies and procedures, what the competition offers, and the latest techniques in customer service and satisfaction.

24) TRUE

Customer satisfaction refers to the feeling of a person whose needs have been met by an organization. With consumers now on the defensive and ready to fight back, all business owners find that they have to continually prove the worth of their products and services. They must provide customer satisfaction or face losing customers to competitors.

25) TRUE

External customers are the ones who actively seek out; research; and buy, rent or lease products or services offered by the organization. This group includes vendors, suppliers, people on the telephone or Internet, and others not from the organization.

26) FALSE

Organizational culture is what the customer experiences. It is made up of a collection of subcomponents, each of which contributes to the overall service environment.

27) TRUE

By doing some advance research and being prepared for a job interview, candidates strengthen their potential employment and success opportunities. By approaching a job interview from a “consumer” mentality where the goal is to get the best from what you end up with, it often saves potential employees time and stress.

28) FALSE

Learning organizations are businesses that use knowledge as a basis for competitive advantage.

This means providing ongoing training and development opportunities to employees so that they can gain and maintain cutting-edge skills and knowledge while projecting a positive can-do customer-focused attitude.

29) C

Service industry, or service sector, describes businesses and organizations that are engaged primarily in service delivery.

30) A 17

A customer-focused organization is a company that spends energy and effort on satisfying internal and external customers by first identifying customer needs, then establishing policies, procedures, and management and reward systems to support excellence in service delivery.

31) A

The term service sector as used by the Census Bureau and the Bureau of Labor Statistics in their reports and projections typically includes wholesale trade, retail trade, finance, insurance, and federal, state, and local governments.

32) B

In the past, many people made and sold or bartered products with their neighbors from their homes or cottages. These businesses came to be known as cottage industries.

33) C

Beginning in the 1960s, when worldwide trade barriers started to come down, a variety of factors have contributed to expanded international cooperation and competition. Globalization is the term applied to an ongoing trend of information, knowledge, and resource sharing around the world.

34) B

Service-providing sectors will account for most of the jobs added by 2029. Of the 6.0 million jobs projected to be added to the economy, about half (3.1 million) are expected to be in the healthcare and social assistance sector.

35) C

Telecommuting is a trend seen in many organizations that allows employees to set up home offices and from there electronically communicate and forward information to their corporate offices.

36) B

Downsizing is the term applied to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization.

37) A

The countries least impacted by COVID-19 were New Zealand, South Korea, and Taiwan.

38) C

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On the plus side for businesses, the need to maintain large office spaces with com-mon areas and parking spaces along with associated maintenance decreases. Additional business expenses (e.g., personal injury liability insurance, security, travel to meetings or training, and maintenance of shipping vehicles) are also reduced.

39) D

A demand curve is a graphic representation that economists use to predict trends or shifts in consumer behavior.

40) A

All of these things likely had an impact on the global economy, but the most recent and devastating ones are the pandemic and BREXIT. 41) D

With the proliferation of the Internet, large numbers of customers search websites and do their homework for products and services online before buying.

42) B

“Employment declines are expected in the goods-producing sectors, with the manufacturing sector leading the losses. Increasing automation, combined with international competition, will lead to employment declines in the manufacturing sector and in many of the production occupations concentrated in this sector. Changing consumer preferences and the increase in the use of technology will lead to declines in employment in the postal service, retail trade, agriculture, and several information-related industries.” Additionally, “compared with the prior decade, population growth is expected to slow from 2019 to 2029, in part, because of the slowed growth among the Hispanic population.”

43) D

B2B refers to business-to-business customer service.

44) A

Offshoring refers to the relocation of business services by a company or organization from one country to another. By offshoring, companies often save money on costs such as production, wages, and benefits. This is becoming more and more common in technology-oriented companies.

45) A

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Insourcing occurs when organizations decide to have internal employees assume functions and perform work instead of contracting it out to third parties or outsourcing it. Insourcing is the opposite of outsourcing, and while this has not reversed the offshoring or outsourcing initiatives of some major companies, it does hold potential promise for some skilled unemployed workers seeking new opportunities in the production and service industries on a local level.

46) A

The North American Free Trade Agreement (NAFTA) is a trade agreement between the United States, Canada, and Mexico.

47) C

Values are basic and fundamental beliefs that help motivate or guide the actions and attitudes that people have about many given things. They are internalized and a result of individual life experiences and societal norms.

48) B

Because many consumers are now cost-conscious, ecologically aware, and value sustainability, many automobile manufacturers are developing vehicles that are more energy efficient, use ecologically sensitive fuels and electric power systems, and cost less.

49) A

E-commerce refers to an entire spectrum of companies that market products and services on the Internet and through other technology, and the process of accessing them by consumers.

50) A

Companies recognize that if they do not meet the service expectations of customers, they lose business and revenue. Thus, the superior service providers invest large amounts of money in training employees.

51) A

External customers may be current or potential customers or clients. They are the ones who actively seek out, research, and buy, rent, or lease products or services offered by an organization.

52) B

External customers are the people outside the organization who purchase or lease products and services. This group includes vendors, suppliers, and others not from the organization.

53) B

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Internal customers are coworkers, employees of other departments or branches, and other people who work within the same organization.

54) D

Internal customers include peers, coworkers, bosses, subordinates, and people from other areas of the organization.

55) B

Put simply, organizational culture is what the customer experiences. This culture is made up of a collection of subcomponents, each of which contributes to the overall service environment.

56) A

To make the culture work, an organization must take great care in recruiting, selecting, training, and retaining qualified people. The employees of an organization are its human resources.

57) B

There are three potential areas of customer satisfaction or dissatisfaction—quality, quantity, and service effectiveness.

58) C

The delivery system is the method used by an organization to provide services and products to its customers.

59) A

Basically, a learning organization is one that uses knowledge as a basis for competitive advantage. They learn from their competition, industry trends, and other sources, and they develop systems to support continued growth and development.

60) A

Service recovery is the process of righting a wrong or correcting something that has gone wrong involving provision of a product or service to a customer.

61) Short Answer

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Service sector refers to organizations and individuals involved in delivering service as a primary product. The term service sector as used by the Census Bureau and the Bureau of Labor Statistics in their reports and projections typically includes: Transportation, communication, and utilities Wholesale trade Retail trade Finance, insurance, and real estate Federal government State and local governments In addition, there are people who are self-employed and provide various types of services to their customers and clients.

62) Short Answer

Offshoring refers to the relocation of business services by an organization from one country to another. The work may be kept in another entity of the organization that is located in another country or contracted to a third party. Typically, this is done to cut costs with cheaper worker salaries or tax savings. Outsourcing refers to the practice of contracting with third-party companies or vendors outside the organization to deliver products and services to customers or to produce products.

63) Short Answer

E-commerce refers to the entire spectrum of companies that market products and services on the Internet and through other technology, and the process of accessing them by consumers.

Examples will vary.

64) Short Answer

Organizational culture is what the customer experiences. This culture is made up of a collection of subcomponents, each of which contributes to the overall service environment made up of factors including: the customer, organizational culture, human resources, products or deliverables, delivery systems, and service.

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Chapter 2 Student name:__________ 65) Most organizations do not consider beliefs and rituals as part of their service culture. ⊚ true ⊚ false

66) Policies, procedures, and action or inaction on the part of an organization all contribute to its

service culture. ⊚ true ⊚ false

67) Companies that are customer-centric typically view customers from the standpoint of the

company products or services they use. ⊚ true ⊚ false

68) In the past, a company's primary approach to attract and hold customers was to continually

make changes to its product and service lines. ⊚ true ⊚ false

69) Customer-centric organizations have realized that it is more cost efficient to attract new

customers than to try and retain their current customers. ⊚ true ⊚ false

70) Melissa is the CEO of a corporation. As such, she is the person most likely to drive the

company’s mission. ⊚ true ⊚ false

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71) Mission statements should always tie back to the vision statement and be incorporated into

the infrastructure and service culture of an organization. ⊚ true ⊚ false

72) Employee expectations are perceptions about positive and negative aspects of the workplace. ⊚ true ⊚ false

73) For any goal to be attained, it must be believable to the people who will attempt to reach it

and to the supervisors or team leaders who will monitor it. ⊚ true ⊚ false

74) Employees should share their organization's internal problems with the customers when

appropriate. ⊚ true ⊚ false

75) Georgio owns a small business with three employees. Georgio’s company could be a sole

proprietorship. ⊚ true ⊚ false

76) The return policy of an organization is a gauge customers use to determine where they will

spend their time and money. ⊚ true ⊚ false

77) Wanda dedicates time and effort to befriend and assist new employees in her organization.

Wanda is a protégé. ⊚ true ⊚ false

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78) An organization should periodically conduct an inspection of its systems and practices in

order to better serve customers and to be competitive in a global service economy. ⊚ true ⊚ false

79) The service delivery system of an organization includes having customers deal with the

organization's internal policies, practices, or politics. ⊚ true ⊚ false

80) The type of delivery system used by organizations to serve customers is not important as

long as the customer is happy. ⊚ true ⊚ false

81) A bank teller interacts directly with the bank’s customers. This is an example of a direct

contact environment. ⊚ true ⊚ false

82) By outsourcing jobs to a third party, companies can save money by reducing health benefits

or retirement payments. ⊚ true ⊚ false

83) Employees should focus on taking a one-time service or sales opportunity approach instead

of developing an ongoing relationship with customers. ⊚ true ⊚ false

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84) To demonstrate strong support for their company, frontline employees or supervisors should

always use "they" language when dealing with customers. ⊚ true ⊚ false

85) A service professional should partner with customers to promote a positive service culture. ⊚ true ⊚ false

86) An organization that is committed to providing excellent customer service encourages open

communication between frontline employees and all levels of management. ⊚ true ⊚ false

87) A large marketing organization demonstrates a strong commitment to customer service.

Managers at this company are likely to be comfortable with the status quo. ⊚ true ⊚ false

88) Generally, most customers want the transactions to be quick; hence, they do not expect

pleasantries such as "please" and "thank you." ⊚ true ⊚ false

89) If frontline employees are angry because of a policy, procedure, management, or a customer,

they must always communicate their frustrations or pressures with that customer. ⊚ true ⊚ false

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90) Which statement is true of a top down-oriented organization?

A) Customers are at the top of the organization's structure.

B) It typically focuses on individual needs of customers rather than its products.

C) It typically views the senior management as a final element or afterthought.

D) Upper management is at the top of the hierarchy.

91) Which statement is true of successful organizations?

A) The mission and vision statements of these organizations are completely different.

B) They typically view customers from the standpoint of what company products or

services they use.

C) The members of the upper management make themselves visible to frontline employees.

D) They realize that it is cheaper to continually attract new customers than to retain current customers.

92) In an organization,________ are the task assignments that service providers assume.

A) service delivery systems B) customer expectations C) employee roles D) value chain activities

93) Which characteristic is included in RUMBA? A) Abstract B) Understandable C) Monitored D) Rigid

94) In a purely customer-focused environment, service measurement may be reflected in terms

of________.

A) employee turnover B) the number of products manufactured C) potential sales D) the number of customer complaints

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95) When developing employee goals, managers should ensure that employees________.

A) focus on attracting new customers rather than retaining current customers B) communicate the internal problems of the organization to customers C) are given assignments that tie in directly with the ultimate purpose or mission and

overall values or beliefs of the organization D) are assigned goals which are difficult to obtain in order to ensure maximum productivity

96) Linda is the manager of a small beauty salon. She deals with different kinds of customers and

has to ensure that the customer needs are identified and satisfied. To develop an effective customer service, what should she do?

A) Always use "they" language when dealing with customers and refer to "company policy" when handling customer problems.

B) Continually strive to gain new knowledge and skills and deliver the level of service equal to that offered by established salons.

C) Focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers.

D) Exclude the information collected from customer feedback surveys when measuring the service performance of her salon.

97) Which approach helps companies develop an effective organizational culture?

A) Companies should recognize, appreciate, and regularly reward the performance of

their employees.

B) Companies should always view customers from the standpoint of what company products or services they use.

C) Companies should develop mission statements that are completely different from the vision statement.

D) Companies should ensure that employee roles are contrary to the overall values or beliefs of the organization.

98) ________ is used to describe when lower-level employees in an organization are given

decision-making and problem-resolution authority.

A) Micromanagement B) Empowerment C) Centralization D) Totalitarianism

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99) What is an advantage of empowerment?

A) It provides a morale boost to inexperienced or failing employees.

B) It hides internal problems from the customer.

C) It requires frontline employees in an organization to decrease contact with their

managers.

D) It is an intangible way that service organizations reward employees.

100)

What is the first step an organization should take in creating or redefining its service environment?

A) empowering its employees to better serve customers B) making sure it knows who its customers really are C) conducting an inspection of its systems and practices D) reviewing the manner in which external customer needs are addressed

101)

________ are a method of reviewing the manner in which internal and external customer needs are addressed.

A) Ethical codes B) Vision statements C) Churn rates D) Focus groups

102)

To ensure the success of an organization's customer service, service professionals should________.

A) continually reevaluate what they do when dealing with customers B) communicate the organization's internal policies, practices, or politics to customers C) focus on attracting new customers rather than trying to retain existing customers D) always use "they" language when dealing with customers

103)

________ is defined as a group of processes in an organization that makes service seamless to customers by ensuring that things work properly and the customer is satisfied.

A) Customer-friendly system B) Employee empowerment C) Product development D) Management information system

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104)

The means by which an organization effectively gets its products and services to customers is known as________, A) outsourcing B) service delivery systems C) micromanagement D) service measurement

105)

An indirect delivery system typically involves________.

A) face-to-face interaction between employees and customers B) a hands-off self-service approach to customers C) extensive customer contact throughout the interaction.

D) a more caring customer service approach than a direct delivery system

106)

A benefit for an organization that outsources its noncore positions is________.

A) long-term employee expertise of the organization is retained B) the organization's reputation in the eyes of the local citizens improves significantly C) the loyalty of the remaining employees in the organization increases D) the need to purchase and update computers and related equipment is avoided

107)

What is a disadvantage for a company that outsources jobs?

A) The need to purchase and update computers and related equipment increases substantially.

B) There is less potential to groom and hire from within an enculturated workforce.

C) The work force size within the company increases, thereby increasing its salary budget.

D) The company's contribution to employee health benefits, retirement, and 401(k) payments increases.

108)

Internal employees or external consultants who pose as customers in on-site visits, over the telephone, or online to determine how well customers are being served are known as________.

A) mystery shoppers B) lobbyists C) jobbers D) category captains

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109)

To promote a positive service culture, customer service professionals should always________.

A) view vendors and suppliers as salespeople whose only purpose is to serve them B) focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers C) be well versed in the many facets of their organization and its operation, related industry topics, and the competition D) use "they" language when dealing with customers

110)

Davide, a customer service executive, has received a call from Karen Long, a customer, complaining about a problem with her refrigerator. Ms. Long wants to get the refrigerator fixed at no additional cost. However, the warranty period for the appliance has expired. In this scenario, what will best demonstrate Davide’s commitment to customer service?

A) "Ms. Long, I cannot help you. The company policy states that customers have to bear the cost of repairs after the warranty period has expired."

B) " Ms. Long, let me transfer your call to the sales department. They will brief you about the new products that are being offered this month."

C) " Ms. Long, I've inquired about your request, but the manager has said that the company cannot incur the cost of repairing your refrigerator."

D) " Ms. Long, I am able to offer you a thirty percent discount on the repair costs and a two-year warranty on your appliance."

111)

What is a characteristic of organizations that are highly committed to customer service?

A) They discourage employee empowerment.

B) They readily accept status quo of competitors.

C) They benchmark the successful practices of competitors.

D) They restrict communication between frontline employees and all levels of management.

112)

To meet the expectations of customers, customer service professionals should________.

A) always use "they" language when dealing with customers.

B) involve customers in situations that are out of their control.

C) try to mask their feelings of anger, frustration, and pressure when dealing with customers.

D) focus on attracting new customers rather than trying to retain existing customers.

31

113)

From a customer's perspective, what are the skills and qualifications that service employees in both large and small organizations must possess? What may happen if service employees fail to possess these skills?

114)

Explain how a mentor can assist new employees.

115)

Explain how empowerment helps develop an effective service culture.

116)

What are the two types of delivery systems? Why is there a delicate balance in selecting a service delivery system?

117)

List the eleven strategies for promoting a positive service culture.

32

118)

How does a company’s code of ethics interact with its culture?

119)

Describe four ways in which an excellent company differs from an average company in its customer service.

33

Answer Key Test name: chapter 2 1) FALSE

The service culture is made up of various factors, including the values, beliefs, norms, rituals, and practices of a group or organization, and is different for each organization. No two organizations operate in the same manner, have the same focus, or provide management that accomplishes the same results.

2) TRUE

A service culture includes the values, beliefs, norms, rituals, and practices of a group or organization. Any policy, procedure, action, or inaction on the part of an organization contributes to its service culture.

3) FALSE

Companies that are top-down-oriented (with upper management at the top of their hierarchy and customers as a final element or afterthought) or product-centered view customers from the standpoint of what company products or services they use. On the contrary, organizations that are customer-centered or customer-centric focus on individual needs.

4) TRUE

In the past, organizations were continually making changes to their product and service lines to try to attract and hold customers. Often this has been their primary approach to customer satisfaction. Now, many organizations have become more customer-centric and stress relationships with customers. They realize that it is cheaper, and smarter, to focus efforts on better customer service to keep current customers.

5) FALSE

Many major organizations have become more customer-centric and focused on relationships with customers. They realize that it is cheaper, and smarter, to keep current customers rather than subscribe to a revolving-door approach of continually trying to attract new customers to replace the ones that they lost to competitors.

6) TRUE

Generally, an organization's approach to business, its mission or its service philosophy, is driven from the top of the organization. Upper management, including members of the board of directors, when appropriate, sets the vision or tone and direction of the organization.

7) TRUE

34

Most successful organizations have written mission and vision statements that answer the questions of "What does the organization do?" and "Why does the organization exist?" Mission statements should tie back to the vision statement and should be incorporated into the infrastructure (e.g., HR policies and procedures) and service culture of an organization.

8) TRUE

Employee expectations are perceptions about positive and negative aspects of the workplace.

Depending on your job, the size and type of your organization, and the industry involved, the employee roles and employee expectations may be similar from one organization to another, and yet they may be performed in a variety of different ways.

9) TRUE

For any goal to be attained, it must be believable to the people who will strive to reach it and to the supervisors or team leaders who will monitor it. The biggest issues in developing goals are to make them worthy of belief and faithful to the values of the individual and organization, and to ensure that they make sense and tie in directly with the established overall departmental and organizational goals.

10) FALSE

Employees must ensure that service continues to be delivered to customers seamlessly.

Customers should not hear about internal problems. They should be able to expect that the products and services they paid for are delivered when promised, in the manner agreed upon, and without inconvenience to them.

11) TRUE

A sole proprietorship is a one-owner and more than one is often considered a partnership. The growth of sole proprietorships and small businesses has an upside in that they provide more choices for customers.

12) TRUE

An effective return policy is part of the overall service process. In addition to service received, the return policy of an organization is another gauge customers use to determine where they will spend their time and money.

13) FALSE

This describes a mentor. Mentors are individuals who dedicate time and effort to befriend and assist others. In an organization, they are typically people with a lot of knowledge, experience, skills, and initiative, and have a large personal and professional network established. A protégé is typically a less-experienced recipient of the efforts of the mentor.

14) TRUE 35

An organization should periodically conduct an inspection of its systems and practices to decide where the company is now and where it needs to be to better serve customers and to be competitive in a global service economy. The manner in which internal and external customer needs are addressed also should be reviewed.

15) FALSE

Customers should not have to deal with internal policies, practices, or politics. They should be able to contact the service provider; get the information they need; make a buying decision, where appropriate; and have the products or services they have selected flawlessly delivered in a timely, professional manner.

16) FALSE

The type of delivery system used by organizations to serve customers is important because it affects staffing numbers, costs, technology, scheduling, and many other factors.

17) TRUE

The major difference between the two types of service delivery 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.

18) TRUE

By outsourcing jobs to a third party, companies can save money by eliminating large ongoing salaries; reducing health benefits, retirement, and 401(k) payments; avoiding the need to purchase and update computers and related equipment and a myriad of other equipment; increasing workforce size without necessarily doing likewise to the budget; and bringing in new, fresh expertise, ideas, and perspectives from outside the organization.

19) FALSE

An important strategy for an organization to adopt to create a positive customer-centric service culture is to form a solid relationship with its customers. Employees should focus on developing an ongoing relationship with customers instead of taking a one-time service or sales opportunity approach.

20) FALSE

One mistake that many frontline employees and supervisors make in communications with customers is to intentionally or unintentionally demonstrate a lack of commitment or support for their company and a sense of powerlessness. A common way in which this occurs is with the use of "they" language when dealing with customers.

21) TRUE 36

To promote a positive service culture, a service professional should partner with customers, treat vendors and suppliers as customers, share resources, and demonstrate commitment, among other strategies.

22) TRUE

An organization that is committed to providing excellent customer service encourages open communication between frontline employees and all levels of management. This openness in communication sets excellent companies apart from average ones.

23) FALSE

Typically, in organizations that demonstrate a strong commitment to customer service, the status quo is not acceptable. Excellent companies work to challenge the status quo.

24) FALSE

Most customers expect certain intangible things during a service encounter, such as personal recognition, courtesy (pleasantries such as "please" and "thank you"), timely service, and professionalism.

25) FALSE

If frontline employees are angry because of a policy, procedure, management, or the customer, they must strive to mask that feeling. Customers should not have to deal with the employees' frustrations or pressures.

26) D

Organizations that are top-down-oriented have upper management at the top of their hierarchy and customers as a final element or afterthought.

27) C

In successful organizations, members of upper management make themselves visible to frontline employees and are in tune with customer needs, wants and expectations. They also “walk the talk” and continually drive and communicate the mission and vision of the organization through their words, actions, and decisions.

28) C

Employee roles are the task assignments that service providers assume. Depending on the job, the size and type of organization, and the industry involved, the employee roles and employee expectations may be similar from one organization to another, and yet they may be performed in a variety of different ways.

29) B

37

For an organization to be successful in providing superior service to its external and internal customers, its roles and expectations must be defined and communicated in terms of the following characteristics, sometimes referred to as RUMBA (Realistic, Understandable, Measurable, Believable, Attainable).

30) D

In a purely customer-focused environment, service measurement can be in terms of factors such as talk time on the telephone, the number of customers effectively served, customer feedback surveys and satisfaction cards, and letters or other written correspondence or—on the negative side—by customer complaints.

31) C

When developing employee goals, it is important to ensure that they make sense and tie in directly with the established overall departmental and organizational goals. Too often, employees are given assignments that are contrary to the ultimate purpose or mission and overall values or beliefs of the organization.

32) B

To stave off failure and help ensure that customer needs are identified and satisfied, Emma must continually strive to gain new knowledge and skills while working hard to deliver a level of service equal to that offered by the bigger organizations.

33) A

In any employee environment, people work more effectively and productively when their performance is recognized and adequately rewarded. Many organizations use public recognition, contests, games, employee activities (sporting or other events), financial rewards, incentives (gifts or trips), employee-of-the-month or -year awards, and a variety of other techniques to show appreciation for employee efforts.

34) B

Empowerment is the word used to describe the giving of decision-making and problemresolution authority to lower-level employees in an organization. This precludes having to get permission from higher levels to take action or serve a customer.

35) D

Empowerment is the word used to describe the giving of decision-making and problemresolution authority to lower-level employees in an organization. Empowerment is also an intangible way that successful service organizations reward employees. Often someone who has decision-making authority feels better about himself or herself and the organization.

36) B 38

The first step a company should take in creating or redefining its service environment is to make sure it knows who its customers really are and how it plans to attract and hold those customers.

37) D

The manner in which internal and external customer needs are addressed should be regularly reviewed by means such as surveys, focus groups, or customer–provider meetings/forums.

38) A

It is not just an organization's responsibility to ensure the success of customer service. Service professionals also have to be familiar with the organization's goals and work toward helping make them successful. A simple way to accomplish this is to give thought to their role in the service process and continually reevaluate what they do on a daily basis when dealing with customers.

39) A

Customer-friendly systems refer to the processes in an organization that make service seamless to customers by ensuring that things work properly and the customer is satisfied.

40) B

Service delivery systems are a combination of people, technology, and other internal and external elements that make up your organization’s method of getting its products and services to customers.

41) B

The major difference between the two types of service delivery systems is that in a direct contact environment, customers interact directly with people, whereas an indirect system offers a handsoff self-service approach through technology (possibly integrated with the human factor in customer contact/call centers) integrated with Internet services.

42) D

By outsourcing jobs, companies can save money by eliminating large ongoing salaries; reducing health benefits, retirement, and 401(k) payments; avoiding the need to purchase and update computers and related equipment and a myriad of other equipment; increasing workforce size without necessarily doing likewise to the budget; and bringing in new, fresh expertise, ideas, and perspectives from outside the organization.

43) B

39

The practice of outsourcing jobs to a third party provides multiple benefits to companies while also bringing with it some downsides. On the negative side, long-term employee expertise is lost, employee loyalty to the organization suffers, succession planning opportunities and the potential to groom and hire from within an enculturated workforce is reduced, and the organization's reputation in the eyes of local citizens is potentially tarnished due to sending jobs away.

44) A

Mystery shoppers are internal employees or external consultants who pose as customers in onsite visits, over the telephone, or online to determine how well customers are being served. The use of mystery shoppers is a strategy for gathering customer feedback and analyzing organizational effectiveness.

45) C

The frontline contact person is likely to receive a variety of questions related to the organization.

By being well versed in the many facets of the organization and its operation, related industry topics, and competition, the employee can project a more knowledgeable, helpful, and confident image that contributes to total customer satisfaction.

46) D

A common way in which employees express a lack of commitment is with the use of "they" language when dealing with customers. This can be in reference to management or policies or procedures; for example, "Mrs. Howard, I'd like to help, but our policy (they) says." or "Mrs. Howard, I've checked on your request, but my manager (they) said we can't." An alternative to using "they" language is to take ownership or responsibility for a situation by telling the customer what you can do, not what you cannot do.

47) C

The following factors can demonstrate an organization's level of service commitment: Executives spend time with the customers; executives spend time talking to frontline service providers; innovation and creativity are encouraged and rewarded; benchmarking (identifying successful practices of others) is done with similar organizations; open communication exists between frontline employees and all levels of management; the status quo is not acceptable.

48) C

Customers should not have to deal with the frustrations or pressures of service professionals. If an employee is angry because of a policy, procedure, management, or the customer, he/she must strive to mask that feeling.

49) Short Answer

40

Customers expect service employees to have a broad general knowledge of products and service; interpersonal communication skills; technical expertise related to products sold and serviced; customer-focused "can do" attitude; initiative; motivation; integrity; loyalty to the organization, products, and customers; team spirit; creativity; sound ethics; time management skills; problemsolving capability; and conflict resolution skills. If the service employee fails to possess or exhibit any or all of these factors, the result could be a breakdown in the relationship between the employee and the customer, with ultimately negative repercussions.

50) Short Answer

Mentors are people who are well acquainted with the organization and its policies, politics, and processes. They are well connected (inside and outside the organization), communicate well, have the ability and desire to assist new employees (the protégé), and are capable and experienced. Therefore, through mentoring programs, they can assist new and young employees by sharing their knowledge and experiences with them.

51) Short Answer

Employee empowerment is one way for a supervisor to help ensure that service providers can respond quickly to customer needs or requests. The intent of empowerment is a delegation of authority where a frontline service provider can take action without having to call a supervisor or ask permission. Such authority allows on-the-spot responsiveness to the customer while making service representatives feel trusted, respected, and like an important part of the organization.

Empowerment is also an intangible way that successful service organizations reward employees.

Often someone who has decision-making authority feels better about himself or herself and the organization.

52) Short 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 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.

53) Short Answer

41

The following are strategies for promoting a positive service culture: Partner with customers Explore your organization's vision Help communicate the culture and organizational vision to customers—daily Demonstrate ethical behavior; Identify and improve your service skills Become an expert on your organization Demonstrate commitment Treat vendors and suppliers as customers Share resources Work with, not against, your customers Provide service follow-up.

54) Short Answer

The code of ethics is the moral standard that guides actions and defines right from wrong.

Positive ethics drive decision making within the organization and in interac-tions with customers.

Ethics also provide the criteria by which customers judge a service provider and his or her organization. By acting in an ethical manner and “doing the right thing,” you and your organization can thrive and beat the competi-tion.

55) Short Answer

In an excellent company: Executives spend time with the customers.

Executives spend time talking to frontline service providers.

Customer feedback is regularly solicited and acted upon.

Innovation and creativity are encouraged and rewarded.

Benchmarking (identifying successful practices of others) is done with similar organizations.

Technology is widespread, frequently updated, and used effectively.

Employees receive training to keep current on industry trends, organizational issues, skills, and technology.

Open communication exists between frontline employees and all levels of man-agement.

Employees are provided with guidelines and empowered (in certain instances, authorized to act without management intervention) to do whatever is necessary to satisfy the customer.

Partnerships with customers and suppliers are common.

The status quo is not acceptable.

42

Chapter 3 Student name:__________ 120)

Service providers have little control over the emotional state of their customers. ⊚ true ⊚ false

121)

Communication is a key element to successful customer interactions. ⊚ true ⊚ false

122)

The environment does not impact interpersonal communication. ⊚ true ⊚ false

123)

You take on the role of decoder when you initiate a message with your customer. ⊚ true ⊚ false

124)

A channel is the method through which people communicate messages. ⊚ true ⊚ false

125)

Doreen read the email about the meeting and replied with her ideas. When Doreen replied, she became the sender. ⊚ true ⊚ false

126)

"You" messages confer to customers that they are the most important element. ⊚ true ⊚ false

43

127)

Small talk with a customer is yet another way to impose a sale on a customer and should always be avoided. ⊚ true ⊚ false

128)

Paraphrasing is one technique to help ensure that you have accurately received your customer’s message. ⊚ true ⊚ false

129)

The specific practice of a message receiver giving back in his or her own words what he or she believes a sender said is called feedback. ⊚ true ⊚ false

130)

Defusing a situation with a customer by acknowledgment can be used in every unhappy situation with any customer. ⊚ true ⊚ false

131)

By asking questions, you can make customers feel as if they are a part of the conversation and get them involved as you build rapport through ongoing dialogue. ⊚ true ⊚ false

132)

Feedback is transmitted either verbally or nonverbally. ⊚ true ⊚ false

133)

Before providing feedback, it is important to take into consideration the knowledge and skill level of the customer as part of encoding. ⊚ true ⊚ false

44

134)

The appearance of your work area can send a powerful verbal message to customers. ⊚ true ⊚ false

135)

When providing verbal feedback, if the customer's body language or nonverbal cues or words indicate misunderstanding, you should pause and take corrective action. ⊚ true ⊚ false

136)

Messages sent to someone through other than spoken means are called nonverbal feedback. ⊚ true ⊚ false

137)

Eye contact with a customer should be made frequently and held for at least 30 seconds. ⊚ true ⊚ false

138)

In reality, customers want to hear what you can do, not what you can't do. ⊚ true ⊚ false

139)

Efron told the customer that they never give refunds on open products. As used, the word “never” is an example of a global term. ⊚ true ⊚ false

140)

Global terms are an effective way to build credibility with your customers. ⊚ true ⊚ false

45

141)

Aggressive assertiveness is appropriate in customer service situations. ⊚ true ⊚ false

142)

Aggressive communication aims at expressing dissatisfaction in a manner that does not create breakdown in the relationship. ⊚ true ⊚ false

143)

Use "you" statements to foster understanding and cooperation with customers. ⊚ true ⊚ false

144)

Good customer service requires learning to never say no, even to an unreasonable request. ⊚ true ⊚ false

145)

The business of customer service is all about A) one-way communication.

B) achieving profits.

C) people.

D) product.

146)

As a service provider, one key element in making your customer interactions successful

is A) to realize that you are the most important element in the situation.

B) to communicate only with those who know you best.

C) to recognize how you tend to communicate by asking those who know you best for

feedback.

D) to realize that everyone you know is uncomfortable with giving you feedback and may not have a different perspective.

46

147)

The best channel for communicating to avoid misunderstandings is A) over the phone.

B) face-to-face.

C) in an email.

D) through a third person.

148)

A communication delivered through speech, signals, or in writing is known as A) noise.

B) a message.

C) a channel.

D) filters.

149)

After Nan resolved the customers’ complaints, she asked them if they had any other needs. They responded that they were still unhappy with the store’s solution to their problem.

Which element of the interpersonal communication process is occurring?

A) noise B) filters C) small talk D) feedback

150)

Which statement about the problems associated with channels of communication is accurate?

A) Nonverbal cues like inflection and tone are unidentifiable in telephone conversations.

B) Face-to-face conversation denies the opportunity to supplement words with nonverbal cues.

C) Written communication has the potential feeling of the message being too impersonal.

D) It is typically best to avoid face-to-face communication in an ideal world.

47

151)

When Dalena was helping a customer, she smiled often and kept up a light banter to relax the customer. The customer was offended because he felt Dalena wasn’t taking his complaint seriously. This illustrates a problem in A) the channel.

B) recoding.

C) feedback.

D) decoding.

152)

Which statement best describes noise?

A) It refers to the dialogues used in customer interactions to enhance relationships, show civility, and build rapport.

B) It is the idea or concept that you or your customer wishes to convey.

C) It is a term that describes the method through which people communicate messages.

D) It refers to the physiological or psychological factors that interfere with the accurate reception of information.

153)

Which element is part of the interpersonal communication model?

A) conflict B) aggressive service C) noise D) negative communication

154)

Which element is part of the PLAN guide to effective communication?

A) Acquire new relationships.

B) Nurture a continuing relationship.

C) Diffuse customer expectations.

D) Prevent small talk.

155)

In customer service, pet peeves or hot buttons are behaviors such as A) putting someone's call on hold without permission.

B) demonstrating knowledge or authority.

C) answering the telephone promptly.

D) exhibiting a professional appearance.

48

156)

To deliver quality service effectively, a service provider must A) deal with the needs of the business first.

B) deal with your own concerns first.

C) rush in to solve the problem quickly.

D) deal with the customer as an individual.

157)

When something goes wrong, a service provider should A) look for someone else to blame.

B) hide quickly so you do not have to solve the problem.

C) explain the company policies.

D) take responsibility and take appropriate action.

158)

Which statement illustrates a customer-centered approach to dealing with a customer?

A) I will take care of that as soon as I have a minute.

B) I need you to fill out this form.

C) I will take care of that right away.

D) I can take care of that as soon as you find your receipt.

159)

Dialogue that is used to enhance relationships, show civility, and build rapport is called A) paraphrasing.

B) small talk.

C) global speech.

D) pet peeves.

160)

The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called A) channeling.

B) decoding.

C) encoding.

D) paraphrasing.

49

161)

The silent bond built between two people as a result of sharing common interests is called A) rapport.

B) conflict.

C) noise.

D) feedback.

162)

Which statement about feedback is accurate?

A) It is always transmitted verbally.

B) It elicits negative effects if given nonverbally.

C) It can be used only on relationships that are strong.

D) It has both positive and negative effects.

163)

________ is the response to a sender's message that allows both the sender and receiver to know that a message was received correctly.

A) Jargon B) Small talk C) Verbal feedback D) Rapport

164)

Why is nonverbal feedback sometimes more powerful than spoken or written feedback?

A) It is often subject to interpretation based on customer’s culture.

B) It is the most assertive form of feedback.

C) It prohibits negative feedback.

D) It considers distortion.

165)

Which phrase is most likely to lead to a communication breakdown?

A) “Please…”

B) “I appreciate…”

C) “Listen to me…”

D) “You're right…”

50

166)

Projecting a presence that is assured, confident, and capable without appearing arrogant is demonstrates your level of A) rapport.

B) indignation.

C) aggressiveness.

D) assertiveness.

167)

Which type of behavior sustains customer relationships rather than harming them?

A) judgmental behavior B) hot button behavior C) aggressive behavior D) assertive behavior

168)

One way to demonstrate assertiveness while interacting with a customer is to A) ask for feedback from the customer.

B) avoid direct eye contact.

C) use “you” statements.

D) keep arms crossed and hands on your hips.

169)

Which scenario is the most aggressive solution for handling customer problems or service breakdowns?

A) “You lose and I win” B) “You win and I lose” C) “You lose and I lose” D) “You win and I win”

170)

What are filters? Give 2 examples of filters that you have experienced in your own communication and explain why they distorted the message.

51

171)

Explain the PLAN acronym and its relevance to positive communication.

172)

Describe nonverbal feedback. What are some examples of this type of feedback?

173)

Why is it important to use positive words or phrases, rather than emphasizing the negative in a customer service environment?

174)

What is the difference between assertive and aggressive behavior?

52

Answer Key Test name: chapter 3 1) TRUE

One variable over which you have little control as a service provider is the emotional state of your customers. When you first encounter someone, you have no idea if he or she is happy, sad, optimistic, angry, vindictive, or in some other frame of mind.

2) TRUE

Two key elements in making interactions with customers successful are to recognize how one tends to communicate and understanding how the communication process works. You must be able to effectively communicate verbally and to ask appropriate questions, listen, and analyze customer needs, wants, and expectations.

3) FALSE

The environment (office, call center, store, and group or individual setting) in which you send or receive messages affects the effectiveness of your message and is a component of the interpersonal communication model.

4) FALSE

The sender selects a communication channel and then creates and encodes the intended message to the receiver. This starts the communication process. You take on the role of sender as you initiate a message with your customer.

5) TRUE

The channel is the method chosen to transmit a message. Examples of channels include face-toface, telephone, e-mail, chats, Twitter, and written correspondence.

6) TRUE

Depending on how well the message was encoded or whether personal filters (e.g., gender, background, age, language, or cultural differences) interfere, the received message may not be the one you originally intended.

7) FALSE

Try to avoid using negative-sounding "you" messages as a primary means of addressing your customer. To help enhance your service delivery, get to know your customer’s name when possible and use it in greeting him or her. You can focus on what “I” or “we” can do for or with the customer.

8) FALSE 53

Small talk is a dialogue used to enhance relationships, show civility, and build rapport. By bonding with the customer through small talk, you show that you recognize the customer as more than a nameless face or a prospective sale.

9) TRUE

To ensure that you got the message that your customer intended to communicate, take time to ask him or her for feedback. Do this by repeating to the customer the message you thought you heard, but in your own words—paraphrase.

10) FALSE

Paraphrasing is a technique that helps ensure you have received your customer’s message. The practice of a message receiver giving back in his or her own words what he or she believes a sender said is a process called paraphrasing.

11) FALSE

Although defusing by acknowledgement can help diffuse some tense situations, it tends to become patronizing and insincere when someone is really angry.

12) TRUE

Eliciting customer feedback and participation makes customers feel as if they are a part of the conversation and builds a good rapport. This will foster a feeling that the two of you are working together to solve a problem while putting the customer in psychological control of the situation.

13) TRUE

Feedback is a response to messages a listener receives. This response may be transmitted verbally (with words) or nonverbally (through actions or inaction).

14) TRUE

Before providing feedback, you should take into consideration the knowledge and skill level of your customer(s). This is part of the encoding, an element in an interpersonal communication model. Failure to consider the customer could result in comprehension breakdowns.

15) FALSE

Factors related to you, such as the appearance of your work area, clothing, jewelry, body art, hairstyle, or makeup, can send powerful nonverbal messages.

16) TRUE

When providing verbal feedback, you should be conscious of how your customer is receiving your information. If the customer's body language indicates misunderstanding, you should pause and take any corrective action necessary to clear up the confusion.

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17) TRUE

Messages sent to someone through other than spoken means are called nonverbal feedback.

Examples are gestures, appearance, and facial expressions.

18) FALSE

Maintain intermittent eye contact as you smile (no longer than 3 to 5 seconds at a time). Avoid squinting or glaring.

19) TRUE

Customers do not want to hear what you can't do; they want to hear how you're going to help satisfy their needs or expectations. It is better to say “Let me get that answer for you” or “I can do . . ..”

20) TRUE

Global terms are potentially inflammatory words or phrases used in conversation. They tend to inappropriately generalize behavior or group people or incidents together (e.g., always, never, everyone, everything, all the time).

21) FALSE

Global terms such as, “We return all calls within four hours” can undermine your credibility if your customer can give just one example for which your statement is not true. Instead of global terms, phrase statements to indicate possible variances such as, “Our objective is to return calls within four hours.”

22) FALSE

Assertiveness involves projecting a presence that is assured, confident, and capable without seeming to be aggressive or arrogant. It is important to be able to recognize the style of assertiveness to call upon in various situations. Hostile aggressive behavior can lead to relationship failure. Do not confuse assertive with aggressive service.

23) FALSE

Aggression involves hostile or offensive behavior. Aggressive behavior often manifests itself in the form of either a verbal or physical attack. On the contrary, assertive communication aims to disagree or express dissatisfaction in a manner that does not create a breakdown in the relationship.

24) FALSE

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Blaming statements, such as "you" statements, are like verbal finger pointing and can irritate and escalate emotions. Use "I" statements, where you let customers know how you feel about the situation or something the customer said.

25) FALSE

Learn to say no to unreasonable requests in a confident, yet nonthreatening manner. Use the word “no” and offer an explanation if you choose to. In general, strive for win-win solutions.

Work toward mutual understanding and the attainment of resolutions that allow the organization and the customer to succeed.

26) C

All customer experiences are a combination of people coming together for a common purpose.

The business of customer service is all about people, and organizations must take a proactive approach to ensuring that frontline employees have the requisite communication skills to interact with a diverse customer base.

27) C

Two key elements in making your interactions with customers successful are to recognize how you tend to communicate and understanding how the communication process works. The easiest way to find out how you communicate is to ask those who know you best. Ask a variety of people for their feedback because each person will likely have a different perspective based on experience with you.

28) B

In an ideal world, it is typically best to communicate face-to-face, with a secondary preference being over the telephone. Through these two channels, you and your customer can hear words, inflections, tone, and other voice qualities that impact message meaning.

29) B

A message is a communication delivered through speech or signals, or in writing. This means the idea or concept that you or your customer wishes to convey.

30) D

The customer’s response is feedback.

31) C

When you revert to written communication through any channel, there is the potential for misunderstanding of meaning, lost opportunity to supplement the words with verbal and nonverbal cues, and the potential feeling of the message being impersonal.

32) D 56

Decoding is the stage in the interpersonal communication process in which a receiver analyzes the messages received in an effort to determine the sender’s intent. Depending on how well the message was encoded or whether personal filters interfere, the received message may not be the one you originally intended.

33) D

Noise consists of the factors such as health, physical characteristics, level of attention, and emotional condition that interfere with the accurate reception of information. It can also include environmental factors such as external sounds or room acoustics that inhibit communication and listening.

34) C

The elements of the interpersonal communication model are environment, sender, receiver, message, channel, encoder, decoder, feedback, filter, and noise.

35) B

The PLAN model stands forPrepare for positive customer interactions,Let your customers know they are important,Address your customer's expectations positively, andNurture a continuing relationship.

36) A

Pet peeves are potential irritants related to how someone communicates or behaves and are likely to bother customers. They can easily lead to customer relationship breakdowns. One such example is abruptly putting someone on telephone hold without their permission.

37) D

To deliver quality service effectively, strive to let customers know that you recognize them as individuals and appreciate their time, effort, patience, trust, and business. By making contact on an emotional level during interactions, you help ensure a more positive outcome by demonstrating a friendly level of service.

38) D

Take responsibility for what you do or say and, if necessary, for actions taken by someone else that failed to satisfy the customer. When something goes wrong, a service provider has to take responsibility and work to resolve the problem positively and quickly.

39) C

The only customer-centered approach is “I will take care of that right away.” The rest are provider-centered.

40) B 57

Look for opportunities to communicate on a personal level or to compliment your customer.

Small talk is a dialogue used to enhance relationships, show civility, and build rapport.

41) D

One way to ensure that you got the message that your customer intended to communicate is taking time to ask him or her for feedback. You can do this by paraphrasing: repeating to the customer the message you thought you heard, but in your own words.

42) A

Rapport is the silent bond built between two people as a result of sharing common interests and issues and demonstrating a win-win, I care attitude. Small talk helps build rapport with the customer.

43) D

Feedback can be verbal or nonverbal in nature. The effect of feedback may be positive or negative, depending on the content and delivery.

44) C

Verbal feedback includes paraphrasing. It lets both senders and receivers of messages know that a message was correctly received by giving an appropriate response.

45) A

Nonverbal feedback can be more powerful than the spoken or written word because it is often subject to interpretation based on the customer’s background, culture, gender, age, and many other factors. Examples are gestures, appearance, and facial expressions.

46) C

“Listen to me…” is a phrase that can damage customer relationships. People are likely to react powerfully and negatively to this type of phrase.

47) D

Assertiveness involves projecting a presence that is assured, confident, and capable without seeming to be aggressive or arrogant. Your assertiveness level relates directly to behavioral style preferences and culture.

48) D

Assertive behavior sustains customer relationships while aggressive behavior can destroy them.

Asserting yourself means that you project an image of confidence, are self-assured, and state what you believe to be true in a self-confident manner.

49) A 58

Asking for feedback can indicate that you are open to dialogue and invite the customer’s views or thoughts rather than trying to control the situation or conversation. Through discussion, you can correct any misperceptions either of you have.

50) A

A “you lose and I win” solution is an aggressive solution where you ignore the customer’s needs in order to get your way. Your goal should be to achieve an assertive “you win and I win” solution where both you and the customer retain respect for one another and both parties gain something from the compromise.

51) Short Answer

Filters are factors that distort or affect the messages one receives. They include, among other things, attitude, interests, biases, expectations, experiences, education, beliefs and values, background, culture, and gender. These factors can cloud our perception and judgment and can sometimes result in communication and service breakdowns.

52) Short Answer

To maximize the potential and create a positive outcome with customers, a service provider must use the PLAN acronym as a guide to effective communication. The model stands for: Prepare for positive customer interactions, Let your customers know they are important, Address your customer's expectations positively and, Nurture a continuing relationship.

53) Short Answer

Nonverbal feedback refers to the messages sent to someone through other than spoken means.

Examples are gestures, appearance, and facial expressions. Nonverbal feedback can be more powerful than the spoken or written word because it is often subject to interpretation based on the customer's background, culture, gender, age, and many other factors.

54) Short Answer

You can squelch customer loyalty and raise customer frustration in a number of ways when communicating. Your choice of words or phrasing can often lead either to satisfaction or to confrontation, or it can destroy a customer–provider relationship. Customers do not want to hear what you can't do; they want to hear how you're going to help satisfy their needs or expectations.

It is essential to avoid using vague or weak terminology.

55) Short Answer

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Assertiveness can assist in solving problems; aggressiveness can escalate and cause relationship breakdowns. Asserting projects an image of confidence and self-assurance. For example, an assertive customer service professional interacts in a mature manner with customers who may be offensive, aggressive, or unreceptive to what you are trying to explain to them. They avoid becoming defensive or confrontational and maintain appropriate intermittent eye contact while smiling.

Chapter 4 Student name:__________ 175)

Verbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals. ⊚ true ⊚ false

176)

When messages are transmitted between two people during communication, verbal messages are likely to contradict or override nonverbal signals. ⊚ true ⊚ false

177)

As Roger explained why his manager didn’t give him a bonus, he said that it was for the best because it would make him better at his job, but as he spoke he had tears in his eyes.

Most likely, the listener will believe the verbal message over the nonverbal message. ⊚ true ⊚ false

178)

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

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179)

Before her interview for store manager, Winter took care to dress professionally and wear a minimum of makeup. Winter understood the power of the nonverbal communication cue body language. ⊚ true ⊚ false

180)

The key to reading body language is to realize that your interpretation should be used only as an indicator of the true meaning. ⊚ true ⊚ false

181)

In most Western cultures, the typical period of time that is comfortable for holding eye contact is about 25 to 30 seconds. ⊚ true ⊚ false

182)

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

183)

The average rate of speech for most adults in a workplace setting in Western cultures is 125 to 150 words per minute. ⊚ true ⊚ false

184)

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

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185)

A service provider must get back to a customer and renegotiate if the deadlines or agreedupon terms can't be met. ⊚ true ⊚ false

186)

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

187)

Generally speaking, males learn nurturing and relationship skills early, whereas females approach life from a more aggressive and competitive stance. ⊚ true ⊚ false

188)

Women are likely able to switch between the analytical, logical part of their brain to the emotional, creative part more easily than can men. ⊚ true ⊚ false

189)

If you are to understand and serve people who might be different from you, you must first become aware that they are also very similar to you. ⊚ true ⊚ false

190)

The number of service providers and customers with varied backgrounds has been declining over the past decade. ⊚ true ⊚ false

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191)

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

192)

Hundreds of years ago, a handshake was used in many cultures to determine whether a person was holding a weapon. ⊚ true ⊚ false

193)

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

194)

Displaying an editorial eyebrow is most likely to be viewed as questioning a customer's honesty. ⊚ true ⊚ false

195)

Nonverbal communication is a scientific method to understand human beings. ⊚ true ⊚ false

196)

When they are not attentive, service providers miss important vocal and visual clues related to customer feelings. ⊚ true ⊚ false

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197)

Perception checking is one way to clarify a nonverbal cue by stating the behavior that was observed. ⊚ true ⊚ false

198)

Standing up when customers arrive or approach is an indicator of a customer-focused behavior. ⊚ true ⊚ false

199)

Offering customers something to drink when they come to your office, or if they are attending lengthy meetings, is customer-focused behavior. ⊚ true ⊚ false

200)

Which statement is true about nonverbal messages?

A) They are likely to be highly ineffective in customer interactions.

B) They clearly indicate that words have little relevance.

C) They are likely to contradict or override verbal messages.

D) They replace most written communication in business.

201)

What is a potential problem associated with nonverbal cues?

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.

202)

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

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

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203)

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

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

204)

Pitch, volume, rate, quality, articulation, and other attributes are known as________.

A) vocal cues B) spatial cues C) verbal fillers D) proxemics

205)

Your appearance and grooming are an important part of your________ when dealing with customers.

A) customer preferences B) nonverbal behavior C) spatial perception D) verbal behavior

206)

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

A) Voice quality B) Proxemics C) Inflection D) Articulation

207)

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

A) paralanguage B) proxemics C) semantics D) vocalics

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208)

Using jargon when communicating can cause a problem related to________.

A) paralanguage B) proxemics C) semantics D) vocalics

209)

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

210)

Which action is most likely to damage the customer-provider relationship?

A) using paralanguage B) performing perception checking C) using jargon D) communicating nonverbally

211)

Zones or distances in which interpersonal interactions can take place are known as________.

A) spatial cues B) semantics C) environmental cues D) hygiene cues

212)

Intimate distance, which is typically reserved for family and intimate relationships, is usually________.

A) 4 to 12 feet B) 18 inches to 4 feet C) 0 to 18 inches D) 12 or more feet

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213)

Nonverbal factors that also influence a customer’s perception, such as________, are examples of miscellaneous cues.

A) perception checking B) semantics C) etiquette and manners D) paraphrasing

214)

________ is likely to lead to customer relationship breakdowns.

A) saying "please" and "thank you" to customers B) asking permission and acknowledging contributions C) organizing and cleaning the work area regularly D) using pet phrases such as "cool" excessively

215)

Acceptable rules, manners, and ceremonies for an organization, profession, or society are part of________.

A) proxemics B) etiquette and manners C) personal habits D) semantics

216)

What is true of the differences between men and women?

A) Males tend to be more bilateral in the use of their brain.

B) Females are most comfortable being in close physical proximity with other males.

C) Females tend to search for more “relationship” messages during an interaction.

D) Females approach life from a more aggressive, competitive stance.

217)

In order to be the most successful in a customer service environment, service providers must________.

A) develop the skills necessary to interact with both men and women B) learn to focus on the behaviors of women, because they make up the largest customer base C) learn to focus on the behaviors of men, as they are more often the decision-makers D) ignore any gender differences and treat every customer the same

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218)

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

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

219)

Sonja travels all over the world for her job and comes into contact with people from many cultures, which increases the potential for misunderstandings or communication breakdowns. This illustrates________.

A) impact of culture B) semantics C) gender communication D) perception checking

220)

What is an example of negative nonverbal behavior in a business situation?

A) greeting with a firm handshake B) gesturing with open hand C) giving a “high five” D) maintaining eye contact

221)

Holding hands near or over the mouth may present problems for those who________.

A) rely on reading lips to understand messages B) have a vision impairment C) communicate well with you D) recognize your message is one of certainty

222)

Groupings of nonverbal behavior, such as smiling and friendly touching, are called________.

A) inferences B) clusters C) verbal fillers D) pauses

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223)

The process of clarifying a nonverbal cue that was received by stating what behavior was observed, giving one or two possible interpretations, and then asking the message sender for clarification is called________.

A) time allocation B) semantics C) proxemics D) perception checking

224)

As a service provider, one way to show that you respect customers and are eager to assist as they approach is to________.

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) take the customer's arm to steer him or her in the right direction

225)

If service is going to be delayed or take longer than planned, it is best to________.

A) hurry up so the customer does not wait longer than necessary B) 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

226)

Explain the four spatial cues in which interpersonal interactions occur, and when they are most appropriate.

227)

Why is the role of gender important in nonverbal communication?

69

228)

Explain the impact of culture in customer interaction and service.

229)

What is the editorial eyebrow, and how does it impact communication?

230)

What are clusters?

70

Answer Key Test name: chapter 4 1) FALSE

Nonverbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals sent by people, often in conjunction with verbal messages.

2) FALSE

A significant fact to remember is that when messages are transmitted between two people during communication, nonverbal signals can contradict or override verbal messages. That does not mean that your words are unimportant. When in doubt about your message’s meaning, people tend to believe the nonverbal (facial, body, and vocal) parts.

3) FALSE

In messages between two people, nonverbal signals can contradict or override words. When in doubt about your message's meaning, people tend to believe the nonverbal parts.

4) FALSE

Although nonverbal cues carry powerful messages, there is considerable room for misinterpretation of the cues used by different people involved in it. Other people may send and receive nonverbal cues differently from the way you would.

5) TRUE

Body language refers to nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, and grooming. By recognizing, understanding, and reacting appropriately to the body language of your customers, as well as using positive body language yourself, you will communicate with them more effectively.

6) TRUE

Placing too much importance on nonverbal cues could lead to miscommunication and possibly a service breakdown. The key to reading body language is to realize that your interpretations should be used only as an indicator of the customer's true message meaning.

7) FALSE

In most Western cultures, the typical period of time that is comfortable for holding eye contact is 5 to 10 seconds. Then, an occasional glance away is normal and expected.

8) FALSE

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These changes are referred to as inflection or pitch. They add vocal variety to messages and can dramatically affect interpretation of meaning.

9) TRUE

Rate of speech refers to the number of words spoken per minute. An average rate of speech for most adults in a workplace setting in Western cultures is 125 to 150 words per minute (wpm).

10) TRUE

The amount of attention given to a person or project is referred to as time allocation. Some organizations have standards for servicing customers within a specific time frame, but these time allocations should be targets, not absolute deadlines, since all customer transactions cannot be resolved in a specified period of time.

11) TRUE

If a service provider can't meet agreed-upon terms or time frames, it is necessary to get back to the customer and renegotiate in order to maintain the customer’s trust.

12) TRUE

Gender communication is the term used to refer to communication between genders.

Understanding the nuances often exhibited when people of the opposite gender come into contact with you increases your chances of providing customer satisfaction.

13) FALSE

Females generally tend to learn more nurturing and relationship skills early, whereas males approach life from a more aggressive, competitive stance. These differences in approaches to relationship building can have an impact in the customer service environment.

14) TRUE

Women often tend to be more bilateral in the use of their brain. They can switch readily between the left (analytical, logical, factual, facts-and-figures-oriented) and right (emotional, creative, artistic, romantic, and expressive of feelings) brain hemispheres in various situations. Men, on the other hand, tend to be more lateral in their thinking.

15) TRUE

With cultural diversity comes a challenge. If you are to understand and serve people who might be different from you, you must first become aware that they are also very similar to you.

16) FALSE

As a result of growing cultural diversity, the number of service providers and customers with varied backgrounds is growing at a rapid pace.

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17) TRUE

If you are to be successful in interacting with a wide variety of people, you will need to understand the impact of culture by learning about many behaviors, habits, values, and beliefs from around the world. Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

18) TRUE

Hundreds of years ago, a handshake was used in many cultures to determine whether a person was holding a weapon. Later, a firm handshake became a show of commitment or of one’s word.

19) TRUE

Using some mannerisms can indicate to a customer that you are anxious, annoyed, or distracted.

Fidgeting, such as playing with hair, tugging at clothing, handwringing, throat-clearing, biting or licking your lips, or drumming your fingers or tapping a surface with a pencil or other object can send a potentially annoying and negative message.

20) TRUE

This mannerism is sometimes called the editorial eyebrow because some television broadcasters raise their eyebrow. With only one eyebrow arched, this often signals skepticism. It can be viewed as questioning the customer's honesty.

21) FALSE

Nonverbal communication is not a science. That is because each person is a unique combination of factors such as personal backgrounds, educational experiences, cultures, and life experiences which affect their nonverbal behaviors and interpretations 22) TRUE

Inattentiveness leads to missed opportunities. Too often, service providers miss important vocal and visual clues related to customer feelings or needs because they are distracted doing other things or not being attentive.

23) TRUE

Perception checking involves stating the behavior observed, giving one or two possible interpretations, and then asking for clarification of message meaning.

24) TRUE

Depending on the layout of the work area, if you are seated behind a desk when a customer arrives or approaches you, stand up and greet him or her. This helps to demonstrate customerfocused behavior.

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25) TRUE

Customers should be treated like “guests” the same way you would at home. Offer to get them something to drink if they come to your office or if they are attending lengthy meetings.

26) C

Nonverbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals sent by people, often in conjunction with verbal messages. When in doubt, people tend to place more value on nonverbal messages.

27) C

The skill of recognizing, assigning meaning, and responding appropriately to nonverbal messages is not exact. Although nonverbal cues carry powerful messages, there is considerable room for misinterpretation of the cues used by different people.

28) D

Body language refers to the nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, grooming, and many other cues.

29) A

If either the length or the frequency of eye contact differs from the “norm,” many people might think that you are being rude or offensive. In most Western cultures, the typical period of time that is comfortable for holding eye contact is 5 to 10 seconds.

30) A

Vocal cues are qualities of the voice that send powerful nonverbal messages. Examples are rate, pitch, volume, and tone.

31) B

Through your appearance and grooming habits, you project an image of yourself and the organization. Good personal hygiene and attention to your appearance are crucial in a customer environment.

32) D

Articulation, enunciation, or pronunciation of words refers to the clarity of one's word usage.

33) C

Semantics is the scientific study of relationships between signs, symbols, and words and their meaning. Although not nonverbal in nature, semantics is a crucial element of message delivery and interpretation because people interpret your intentions or meanings based on their understanding of word definitions.

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34) C

Semantics has to do with choice of words. You may detract from effective communication if you use a lot of jargon (technical or industry-related terms) or complex words that customers may not understand because of their background, education, culture, or experience. In such instances, you run the risk of irritating, frustrating, or dissatisfying them.

35) B

The given scenario is an example of malapropism where, when a person unintentionally misuses or distorts a word or phrase that sounds somewhat like the one intended but with a different context.

36) C

Jargon refers to specific technical or industry-related terms. Using a lot of jargon that customers may not understand because of their background causes communication problems.

37) A

Proxemics or spatial cues are the zones or distances in which interpersonal interactions take place. This zone varies depending on the level of relationship a person has with someone else.

38) C

Proxemics vary depending on the level of relationship a person has with someone else. Intimate distance is 0 to 18 inches and it is typically reserved for family and intimate relationships.

39) C

Miscellaneous cues refer to other nonverbal factors used to send messages that impact a customer's perception or feelings about a service provider of organization. Examples are personal habits, etiquette, and manners.

40) D

If you have annoying or distracting habits, you could send negative messages to your customer.

Using pet phrases such as "cool" and "awesome" excessively can lead to customer relationship breakdowns.

41) B

Acceptable rules, manners, and ceremonies for an organization, profession, or society are known as etiquette and manners. People appreciate receiving appropriate respect and prefer dealing with others who have good etiquette and manners.

42) C

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According to research, females generally tend to learn more nurturing and relationship skills early, whereas males approach life from a more aggressive, competitive stance. The lessons learned early in life usually carry over into the workplace and affect customer interactions.

43) A

Communication and customer–provider relationships can break down if you fail to recognize the differences between the sexes and the gender roles assigned to them in any given culture.

44) A

The number of service providers and customers with varied backgrounds is growing at a rapid pace. If you are to understand and serve people who might be different from you, you must first become aware that they are also very similar to you.

45) A

Cultural diversity is having a significant impact on the world and the customer service environment. Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

46) C

While it’s appropriate to greet friends and peers with a “high five,” slap of the palm of the hand, knuckle bump, or grip their hand with fingers curled and a brief hug or chest press, this is typically not appropriate in a professional environment with a customer.

47) A

Holding hands near mouth muffles one's voice or distorts the message. If someone is hearingimpaired or uses a language other than your native tongue, and relies partly on reading lips, he or she may be unable to understand the message.

48) B

Groupings of nonverbal behaviors that indicate a possible positive or negative intent are called clusters. Look at clusters of nonverbal behavior and the language accompanying them instead of interpreting individual signals.

49) D

Perception checking lets others know that you have received and interpreted their nonverbal cues. It is the process of clarifying a nonverbal cue that was received by stating what behavior was observed, giving one or two possible interpretations, and then asking the message sender for clarification.

50) A 76

Depending on the layout of your work area, if you are seated behind a desk when a customer arrives or approaches you, stand up and greet him or her.

51) D

The speed with which you recognize and assist customers, gather information, or respond tells them what you think of their importance. If your service to the customer will take longer than planned or will be delayed, notify the customer, tell him or her the reason, and offer service alternatives if they are appropriate and available.

52) Short Answer

Each culture has its own proxemics or spatial cues for various situations. The four spatial cues in which interactions take place are: Intimate distance-0 to 18 inches: Typically, this distance is reserved for one's family and intimate relationships.

Personal distance-18 inches to 4 feet: This distance is used when close friends or business colleagues, with whom one has established a level of comfort and trust, are together.

Social and work distance-4 to 12 feet: This is usually the distance range in face-to-face customer service situations.

Public distance-12 or more feet: This distance range is likely to be maintained at large gatherings, activities, or presentations where most people do not know one another, or where the interactions are formal in nature.

53) Short Answer

Gender communication is an important factor for to consider before dealing with customers in order to better understand the nuances often exhibited when people of the opposite gender come into contact. There has been a lot of research on the topic of gender communication in the past couple of decades. For example, some researchers have found that females are more comfortable being in close physical proximity with other females than males are being close to other males.

Although similarities exist between the ways in which males and females relate to one another, there are distinct differences in behavior, beginning in childhood and carrying through into adulthood. You must develop the skills necessary to interact with both men and women if you want to succeed in the customer service profession.

54) Short Answer

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Cultural diversity is having a significant impact on the world and the customer service environment. The number of service providers and customers with varied backgrounds is growing at a rapid pace. This trend provides a tremendous opportunity for expanding personal knowledge and interaction with people from cultures one might not otherwise encounter. It is necessary to become more skilled at dealing with people from other cultures. Views and approaches such as time, distance, touching, eye contact, and use of colors differ between cultures. Learning about these differences ensures that a customer's personal space is not inadvertently violated.

55) Short Answer

Raising an eyebrow is sometimes called the editorial eyebrow because some television broadcasters raise their eyebrows. With the editorial eyebrow, only one eyebrow is arched, usually in response to something that the person has heard. This mannerism often signals skepticism or doubt about what you have heard. It can be viewed as questioning the customer's honesty.

56) Short Answer

Clusters are groupings of nonverbal behaviors that indicate a possible negative intent, for example, crossed arms, closed body posturing, frowning, or turning away. Other behaviors, such as smiling, open gestures with arms and hands, and friendly touching, indicate positive message intent. Evaluating clusters can help you gain a more accurate view of what is going on in a communication exchange.

Chapter 5 Student name:__________ 231)

Questionnaires are the primary means that many customer service professionals use to determine the needs of their customers. ⊚ true ⊚ false

232)

The research of Dr. Ralph G. Nichols has little application to the customer service industry. ⊚ true ⊚ false

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233)

According to Nichols, the average white-collar worker in the United States has only about a 25 percent efficiency rate when listening. ⊚ true ⊚ false

234)

True listening is the physical action of gathering sound waves through the ear canal, as opposed to hearing, which is an active learned process. ⊚ true ⊚ false

235)

The first phase in active listening is hearing or receiving the message. ⊚ true ⊚ false

236)

Hearing is a complicated and unpredictable process. ⊚ true ⊚ false

237)

Once your ears pick up sound waves, the brain goes to work to focus on, or attend to, what was heard. ⊚ true ⊚ false

238)

The last step in the listening process is comprehending or assigning meaning. ⊚ true ⊚ false

239)

Patience is not a significant factor when a language barrier or speech disability is part of a customer's situation. ⊚ true ⊚ false

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240)

In dealing with customers, you should try to avoid subjective opinions or judgments. ⊚ true ⊚ false

241)

Individual characteristics or qualities are unlikely to get in the way of listening effectively to a customer. ⊚ true ⊚ false

242)

Listening can suffer if you have not had enough sleep. ⊚ true ⊚ false

243)

The circadian rhythm refers to the psychological 24-hour cycle associated with the earth's rotation. ⊚ true ⊚ false

244)

The circadian rhythm is not applicable to all people. ⊚ true ⊚ false

245)

If a customer specifically asks to speak to or be served by someone else, this could be an indicator of poor listening. ⊚ true ⊚ false

246)

The rate at which the human brain processes information is slower than the speed at which the average adult speaks. ⊚ true ⊚ false

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247)

One cannot talk and actively listen at the same time. ⊚ true ⊚ false

248)

Service recovery is a crucial step in delivering quality service and remaining competitive in the twenty-first century. ⊚ true ⊚ false

249)

Congruence refers to a situation where the group means well but does not function effectively. ⊚ true ⊚ false

250)

Open-ended questions start with words like who, when, what, how, and why and are used to engage others in conversation or to gain input and ideas. ⊚ true ⊚ false

251)

When a customer calls to complain about a problem, it is important to find out the background information about the customer or situation. ⊚ true ⊚ false

252)

The closed-ended question format follows the five W's and one H used by journalists. ⊚ true ⊚ false

253)

Open-ended questions are a quick way to check what was already said or agreed on. ⊚ true ⊚ false

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254)

Only verbal messages can suggest criticism. ⊚ true ⊚ false

255)

The best way to determine what customers want and expect is to ask them. ⊚ true ⊚ false

256)

Which statement about listening is accurate?

A) It is a passive physiological process of receiving sound waves and transmitting them to the brain, where they are analyzed.

B) It is synonymous with hearing.

C) It does not play a significant role in quality customer service.

D) Most people take the listening skill for granted.

257)

________ is the primary means that many customer service professionals use to determine current needs of their customers.

A) Statistical analysis B) Listening C) Surveying D) Hearing

258)

A passive physiological process of gathering sound waves and transmitting them to the brain for analysis is known as A) attending.

B) memorizing.

C) comprehending.

D) hearing.

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259)

The manager closed her office door during the interview so she could better focus on the interviewee. This illustrates which stage of the listening process?

A) hearing B) attending C) comprehending D) assigning

260)

________ is the ability to gain, store, and retain information in the brain for later application.

A) Comprehension B) Response C) Recognition D) Memory

261)

Recognition is A) a process that occurs in thinking when a previously experienced pattern, event, process, image, or object that is stored in memory is encountered again.

B) a passive physiological process of gathering sound waves and transmitting them to the brain for analysis.

C) the phase of the listening process in which a listener focuses attention on a specific sound or message being received from the environment.

D) the ability to gain, store, retain, and recall information in the brain for later application.

262)

________ refers to delivering a message back to a message originator.

A) Responding B) Receiving C) Recalling D) Recognizing

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263)

________ is crucial to the success of your customer interactions because an inappropriate choice of words or message delivery could mean lost business.

A) Comprehending B) Attending C) Hearing D) Responding

264)

Showing compassion to a distraught customer is an element of A) patience.

B) empathy.

C) congruence.

D) convergence.

265)

Particularly in customer service situations, an effective listener should be A) emotionally involved.

B) defensive.

C) understanding.

D) judgmental.

266)

________ is often displayed through nonverbal cues such as nodding or cocking of the head to one side or the other, smiling, or using paralanguage.

A) Bias B) Impatience C) Attentiveness D) Objectivity

267)

________ is especially important when a language barrier or speech disability is part of a customer's situation.

A) Patience B) Subjectivity C) Defensiveness D) Emotional involvement

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268)

Which element is a personal obstacle that can cause listening breakdown?

A) physical barriers B) ringing phones C) information overload D) hearing loss

269)

Mental factors that can cause a shift in focus in interacting with others are known as A) environmental barriers.

B) disabilities.

C) perceptions.

D) psychological distracters.

270)

Many companies offer programs to help employees deal with personal and performance issues. These programs are often called A) support groups.

B) employee assistance programs.

C) employee relations group help.

D) focus groups.

271)

The listening gap is understood to be the difference between A) the speed of sound and the speed of reception.

B) the speech rate of 125 to 150 words per minute and the thought rate of 80 to 100 words per minute.

C) the speed at which the brain can comprehend communication and the speed at which the average adult speaks.

D) a customer explaining a problem and a customer service representative understanding it.

272)

________ is the primary skill most people have for gathering information.

A) Talking B) Listening C) Writing D) Researching

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273)

If you regularly have to ask people to repeat information, you should A) learn to behave defensively.

B) blame your employer’s employee assistance program.

C) become more emotionally involved in conversations.

D) do a self-check on your listening style to see whether you need to improve.

274)

Huong just moved to the U.S. and was in her first customer service job. She had always been told that Americans were aggressive and rude, so she treated her customers the same way. What element was interfering with Huong’s ability to serve her customers?

A) psychological distracters B) faulty assumptions C) information overloads D) listening gaps

275)

Which of these is an example of an external obstacle to listening?

A) personal fatigue B) preoccupation C) self-talk D) ringing phones

276)

The situation of a listener receiving messages from too many sources is called information A) stress.

B) overload.

C) gathering.

D) recall.

277)

Positive approaches to listening to a customer include A) focusing on one or two details.

B) rushing a customer who seems to be processing information.

C) turning off noisy equipment, facing the person, making eye contact, and smiling.

D) pressuring a customer to make a decision after you have spent time presenting product information.

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278)

Asha overslept, so she was in a bad mood when she arrived at work. When her first customer approached, she frowned and said, “I would be happy to help you.” What strategy for being an effective listener was Asha overlooking?

A) comparison B) empathy C) congruence D) convergence

279)

Closed-ended questions are typically used to A) determine customer needs.

B) verify information already given.

C) gather a lot of detailed information.

D) uncover background data.

280)

Which question is closed-ended?

A) Did you contact the company about the warranty?

B) What seems to be wrong with the product?

C) How can I help you today?

D) What steps have you taken to remedy this issue?

281)

Telling a customer, “You really don't want that color, do you, Mrs. Brown?” is a A) good method to get the customer to make a decision.

B) routine question asked by top sales professionals.

C) positive approach to decision-making.

D) way to sound as if you are challenging the customer's decision making.

282)

Why is listening important?

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283)

Describe the four steps in the listening process.

284)

Describe attentiveness as a characteristic of a good listener.

285)

Describe how faulty assumptions are a factor that influences listening skills.

286)

Give five examples of open-ended questions.

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Answer Key Test name: chapter 5 1) FALSE

Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers. A skilled listener will notice a customer’s words and these cues or nuances and conduct follow-up questioning or probe deeper to determine the real need.

2) FALSE

Dr. Ralph G. Nichols is sometimes called the father of the field of listening. In his classic study on listening, data revealed that the average white-collar worker in the United States typically has only about a 25 percent efficiency rate when listening, which means that 75 percent of the message is lost. The implications of such loss include higher customer churn rates, potential negative word-of-mouth publicity, and reduced revenue for your organization.

3) TRUE

In a classic study on listening conducted by Dr. Ralph G. Nichols, who is sometimes called the father of the field of listening, data revealed that the average white-collar worker in the United States typically has only about a 25 percent efficiency rate when listening.

4) FALSE

Hearing is the physical action of gathering sound waves through the ear canal, while listening is an active learned process.

5) TRUE

When you listen actively, you go through a process consisting of various phases: the first phase is hearing or receiving the message, followed by attending, comprehending or assigning meaning, and responding.

6) FALSE

Hearing is a passive physiological process of receiving sound waves and transmitting them to the brain, where they are analyzed. This is usually a simple process.

7) TRUE

Once your ears pick up sound waves, your brain goes to work focusing on, or attending to, what was heard. In the process, it sorts out every sound being received.

8) FALSE

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The last phase of the listening process is responding, which refers to sending back verbal and nonverbal messages to a message originator. Selecting an appropriate response is crucial to the success of your customer interactions.

9) FALSE

Patience is especially important when a language barrier or speech disability is part of a customer's situation. Not everyone communicates in the same manner. Your job is to take extra care to determine the customer's needs and then respond appropriately.

10) TRUE

If you have a preconceived idea about customers, their concerns or questions, the environment, or anything related to the customers, you could mishandle the situation. Listen openly and avoid making assumptions. In dealings with customers, it is best to avoid subjective opinions or judgments.

11) FALSE

As a listener, you may have individual characteristics or qualities that get in the way of listening effectively to the customer. These personal obstacles include biases, psychological distracters, physical conditions, and your circadian rhythm.

12) TRUE

Your state of wellness and fitness is an internal factor that can contribute to or detract from effective listening. When you are ill, fatigued, in poor physical condition, or just not feeling well, listening can suffer. In addition, a loss of sound sleep can impact your effectiveness on the job.

13) FALSE

All people have a natural 24-hour biological pattern (circadian rhythm) by which they function.

It is the physiological cycle that is associated with the earth's rotation. It affects metabolic and sleep patterns in humans as day replaces night. This "clock" often establishes the body's peak performance periods.

14) FALSE

Everyone has a natural 24-hour biological pattern, or circadian rhythm. Most people feel the strongest desire to sleep between 1:00pm and 3:00pm (a.k.a. the post-lunch, afternoon crash) and then again between 2:00am and 4:00am, but this can vary from person to person. That’s why some people are “morning people,” while others function best in the evening.

15) TRUE

If customers specifically ask to speak to or be served by someone else, you may need to refocus on your listening style to see whether you need to improve.

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16) FALSE

The brain is capable of comprehending messages delivered at rates of as much as four to six times faster (thought speed) than the speed at which the average adult speaks.

17) TRUE

When the customer starts talking, the first thing you should do is stop talking and listen carefully.

You cannot talk and actively listen at the same time.

18) TRUE

Service recovery is the process of correcting a wrong or correcting something that has not gone as promised involving provision of a product or service to a customer. Service recovery is a crucial step in delivering quality service and remaining competitive into the twenty-first century.

19) FALSE

In communication, congruence relates to ensuring that verbal messages sent match or are in agreement with the nonverbal cues used.

20) TRUE

Open-ended questions establish a number of facts and are used to seek substantial amounts of information and encourage dialogue. These questions determine customer needs and help verify and clarify information received.

21) TRUE

When a customer calls to complain about a problem, often he or she has already taken unsuccessful steps to solve it. In such cases, it is important to find out the background information about the customer or situation by asking open-end questions and allowing customers to share as much information as they feel is necessary.

22) FALSE

Traditionally, closed-ended questions start with verbs such as do, did, are, and will; elicit short, one-syllable responses; and gain little new information. Many closed-ended questions can be answered yes or no or with a specific answer, such as a number or a date.

23) FALSE

Closed-ended questions are a quick way to check what was already said or agreed on. Using them reinforces that you're listening and also helps prevent you from making mistakes because you misinterpreted or misunderstood information.

24) FALSE

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Remember that nonverbal messages often contradict verbal messages. Nonverbal messages delivered via tone or body language can suggest criticism, even if your spoken words do not.

25) TRUE

You will find no better or easier way to determine what customers want and expect than to ask them. They'll appreciate it, and you'll do a better job serving them.

26) D

Most people take the listening skill for granted. But listening effectively is the primary means that many customer service professionals use to determine the needs of their customers. Many times, these needs are not communicated to you directly but through inferences, indirect comments, or nonverbal signals.

27) B

Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers. Many times, these needs are not communicated to you directly but through inferences, indirect comments, or nonverbal signals. A skilled listener will notice a customer’s words and these cues or nuances and conduct follow-up questioning or probe deeper to determine the real need.

28) D

Hearing is a passive physiological process of receiving sound waves and transmitting them to the brain, where they are analyzed. This is usually a simple process. Because of external noises and internal distracters (psychological and physical), however, a customer's message(s) may be lost or distorted.

29) B

Attending is the phase of the listening process in which a listener focuses attention on a specific sound or message being received from the environment. This becomes extremely difficult when you are receiving multiple messages or sounds simultaneously. That is why it is important to eliminate as many distractions as possible. For example, during a meeting you could forward phone calls, silence your cell phone, turn off your computer, or shut your door.

30) D

Memory is the means by which the brain gains, stores, and recalls information in the brain.

31) A

Recognition occurs in the comprehending or assigning meaning phase of the listening process. It is a process that occurs in thinking when a previously experienced pattern, event, process, image, or object that is stored in memory is encountered again.

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32) A

Responding refers to sending back verbal and nonverbal messages to a message originator.

Selecting an appropriate response is crucial to the success of your customer interactions.

33) D

Responding refers to sending back verbal and nonverbal messages to the message originator, and it is the last phase in the listening process. An inappropriate choice of words or message delivery method could mean lost business or worse (the customer could get angry or violent).

34) B

By putting yourself in the customer's place and trying to relate to the customer's needs, wants, and concerns, you can often reduce the risk of poor service. This trait is known as empathy, and is characteristic an effective listener. Some customer service professionals neglect the customer’s need for compassion, especially when the customer is dissatisfied. Such negligence tends to magnify or compound the effect of any initial poor service the customer received.

35) C

Do your best to listen well so that you can get at the customer’s meaning or need. The ability to listen as customers verbalize their needs, and to ensure that you understand them, is essential in properly servicing the customer.

36) C

By focusing your attention on the customer, you can better interpret his or her message and satisfy his or her needs. Attentiveness is often displayed through nonverbal cues such as nodding or cocking of the head to one side or the other, smiling, or using paralanguage.

37) A

Patience is especially important when a language barrier or speech disability is part of a customer's situation. Your job is to take extra care to determine the customer's needs and then respond appropriately.

38) D

Personal obstacles are individual factors that can limit performance or success in life. Examples are disabilities, lack of education, attitude, and biases.

39) D

Psychological distracters refer to mental factors that can cause a shift in focus in interacting with others. Examples are state of health and personal issues. Your psychological state can impede effective listening. Psychological distracters, such as being angry or upset, or simply not wanting to deal with a particular person or situation, may negatively affect your listening.

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40) B

Many companies offer programs to assist employees in dealing with their personal and performance issues. Through employee assistance programs (EAPs), organizations are providing counseling in such areas as finance, mental hygiene (health), substance abuse, marital and family issues, smoking cessation, weight loss, and workplace performance problems.

41) C

Your brain is capable of comprehending messages delivered at rates of as much as four to six times faster (thought speed) than the speed at which the average adult speaks. The listening gap is the difference in the speed at which the brain can comprehend communication and the speed at which the average adult speaks in the United States.

42) B

Listening is the primary skill most people have for gathering information. Unfortunately, in the United States (and other countries), the skill of listening is not routinely taught in most public school systems.

43) D

You cannot afford the luxury of failing to listen to your customer. Periodically, you should do a self-check on your listening style to see whether you need to improve.

44) B

Faulty assumptions are service provider projections made about underlying customer message meanings based on past experiences. Because of past experiences or encounters with others, you may be tempted to make faulty assumptions about your customer's message(s). Don't. Each customer and each situation is different and should be regarded as such.

45) D

External obstacles are factors outside an organization or the sphere of one's influence that can cause challenges in delivering service. Ringing phones are external obstacles to listening, as are other people talking and information overload.

46) B

Each day you are bombarded with information from many sources. You get information in meetings, from the radio and television, from customers, and in a variety of public places. In many instances, you spend as much as 5 to 6 hours a day listening to customers, coworkers, family members, friends, and strangers. Such information overload can result in stress.

47) C

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When dealing with customers, you should make sure that you take positive approaches to listening such as turning off noisy equipment, facing the person, making eye contact, and smiling while responding in a positive manner.

48) C

When sending a message, you should make sure that your verbal cues (words) and nonverbal cues (gestures, facial expressions) are in congruence. In communication, congruence relates to ensuring that verbal messages sent match or are in agreement with the nonverbal cues used.

49) B

Closed-end questions are inquiries that typically start with a verb; solicit short, one-syllable answers (e.g., yes, no, one word, or a number); and can be used for such purposes as clarifying, verifying information already given, controlling conversation, or affirming something.

50) A

Traditionally, closed-ended questions start with verbs such as do, did, are, and will; elicit short, one-syllable responses; and gain little new information. Many closed-ended questions can be answered “yes” or “no” or with a specific answer, such as a number or a date.

51) D

Be careful not to seem to be critical in the way you ask questions. For example, a question like "You really aren't going to need two of the same item, are you?" sounds as if you are challenging the customer's decision making. And the bottom line is that what customers choose should not be your concern.

52) Short Answer

Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers. Many times, these needs are not communicated to you directly but through inferences, indirect comments, or nonverbal signals. A skilled listener will pick up on a customer's words and these cues or nuances and conduct follow-up questioning or probe deeper to determine the real need.

53) Short Answer

95

When you listen actively, you go through a process consisting of various phases: hearing or receiving the message, attending, comprehending or assigning meaning, and responding.

Hearing is a passive physiological process of receiving sound waves and transmitting them to the brain, where they are analyzed.

Once your ears pick up sound waves, your brain goes to work focusing on, or attending to, what was heard. In the process, it sorts out everything being heard.

Once you've decided to which message or customer you will listen, your brain begins a process of comprehending or assigning meaning to what you heard or "decodes" it.

The last phase of the listening process is responding. Selecting an appropriate response is crucial to the success of your customer interactions. The words you select, the way you deliver them, the timing and location, and the nonverbal signals you send all have meaning, and all affect the way others perceive and interpret your message.

54) Short Answer

By focusing your attention on the customer, you can better interpret his or her message and satisfy his or her needs. Attentiveness is often displayed through nonverbal cues (nodding or cocking of the head to one side or the other, smiling, or using paralanguage). When you are reading, talking on the phone to someone while servicing your customer, or doing some other task while "listening" to your customer, you are not really focusing.

55) Short Answer

Faulty assumptions are biases which occur when service provider projections made about underlying customer message meanings based on past experiences. Because of past experiences or encounters with others, you may be tempted to make faulty assumptions. Don't. Each customer and each situation is different and should be regarded as such. Because you had a certain experience with one customer does not mean that you will have a similar experience with another. Take the time to effectively gather information in each customer encounter so that you can make an informed decision on the correct course of action, then make a judgment on what needs to be done to remedy the situation.

56) Short Answer

Examples of open-ended questions (student examples may vary): "What suggestions for improving our complaint-handling process should I present to my supervisor?"

"Why is this feature so important to you?"

"How has the printer been malfunctioning, Jim?" "What is the main use of this product?"

"What are some of the common symptoms that you have been experiencing?"

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Chapter 6 Student name:__________ 287)

When you see a manager who always loses patience with support staff, you are witnessing that person’s behavioral style. ⊚ true ⊚ false

288)

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

289)

In dealing with customers, when someone is doing something with customers differently from your way, it most likely means that the person is wrong. ⊚ true ⊚ false

290)

Adaptability is crucial in customer service, for many people do not always act the way you want them to. ⊚ true ⊚ false

291)

Carl Jung divided behavior into two attitudes which he called constant and inconstant. ⊚ true ⊚ false

292)

Research has given us self-assessment questionnaires and models for explaining personal behavior, such as the Myers-Briggs Type Indicator. ⊚ true ⊚ false

97

293)

A cashier always smiles at customers as they go through the line, even when they are being difficult. This is the cashier’s primary behavior pattern. ⊚ true ⊚ false

294)

An important point to remember is that there is one best behavioral style. ⊚ true ⊚ false

295)

People who have a preference for the rational style tend to be impatient. ⊚ true ⊚ false

296)

A person with a decisive style would be characterized by a direct, no-nonsense approach to people and situations. ⊚ true ⊚ false

297)

A service provider should be sure to label a person as being one behavior style to simplify dealing with them. ⊚ true ⊚ false

298)

Nonverbal cues of a rational style person include intense and constant eye contact. ⊚ true ⊚ false

Don Smith has been referred to as “old school.” He prefers to address people as Mr. Jones or Ms. Johnson, rather than by their first names. Don’s behavioral style would best be described as inquisitive. ⊚ true ⊚ false

299)

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300)

The expressive style exhibits nonverbal cues such as enthusiasm and wide inflection in voice. ⊚ true ⊚ false

301)

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

302)

A win-win situation is one in which both parties succeed. ⊚ true ⊚ false

303)

People behaving in inquisitive or rational style tend to exhibit intermittent eye contact. ⊚ true ⊚ false

304)

An appropriate response to a decisive behavioral style is to describe in detail what solutions you can offer. ⊚ true ⊚ false

305)

A service provider should strive to provide seamless service that seems effortless and natural to the customer. ⊚ true ⊚ false

306)

No matter which behavior style tendencies a customer demonstrates, most people want to feel appreciated. ⊚ true ⊚ false

99

307)

Everyone has perceptions about the people and events they encounter. ⊚ true ⊚ false

308)

Perceptions refer to how a person reacts to situations or other people. ⊚ true ⊚ false

309)

Even though she knew Lai studied for the test, Maura assumed Lai did well because she was Asian and all Asians are smart. This is a stereotype. ⊚ true ⊚ false

310)

Stereotyping people can create problems, but those problems seldom carry over to the service provider-customer relationship. ⊚ true ⊚ false

311)

Lucinda was uncomfortable waiting on the woman in a burka because she had never interacted with a Muslim person. But she soon learned that observing people, listening to them objectively, and responding according to the situation helps avoid stereotyping people. ⊚ true ⊚ false

312)

Observable tendencies, or descriptive terms that identify categories of human behavior, are known as________.

A) disparate situations B) personal obstacles C) behavioral styles D) faulty assumptions

100

313)

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

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

314)

In customer service, many people do not always act the way you want them to. Hence, for those in customer service,________.

A) behavior studies are a waste of time B) controlling others’ behavior is necessary C) isolation from such customers is essential D) adaptability is crucial

315)

The psychiatrist who conducted research related to psychological types in the early twentieth century was________.

A) Andrea Jung B) Carl Jung C) George Boeree D) Lovie Jung

316)

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.

317)

The text suggests that you can gain insights into your own behavioral tendencies by________.

A) asking friends and coworkers B) seeing a psychologist C) taking an online questionnaire D) researching more about Carl Jung

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318)

The way a person typically acts or reacts under certain circumstances is known as________.

A) primary behavior pattern B) psychological characteristic C) personal profile D) behavioral stereotyping

319)

Which characteristic is attributed to the rational style preference?

A) Talking more and observing less when in groups B) Preference for using formal titles C) Avoiding anger and conflict D) Having formal office spaces

320)

________ style is the behavioral style preference most characterized by being introverted and task focused.

A) Rational B) Decisive C) Inquisitive D) Expressive

321)

When Carlos meets someone, he offers a brief handshake and doesn’t smile. Carlos most likely has a behavioral style preference of________.

A) rational B) decisive C) expressive D) inquisitive

322)

The________ behavioral style is characterized by a direct and confident approach to people, and a desire for immediate gratification of needs or results.

A) rational B) decisive C) inquisitive D) expressive

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323)

If you display a confident, possibly arrogant demeanor, you are most likely exhibiting a(n)________ style.

A) rational B) inquisitive C) decisive D) expressive

324)

The people who are most likely to have a functionally decorated office are those of the________ style.

A) rational B) inquisitive C) decisive D) expressive

325)

Of the four behavioral styles, which is most characterized as people-oriented, fun-loving, upbeat, and extroverted?

A) rational B) inquisitive C) decisive D) expressive

326)

If someone is not time-conscious and may be late for appointments often, they are likely exhibiting a(n)________ style.

A) rational B) decisive C) inquisitive D) expressive

327)

When interacting with a customer who has a rational style and keeps communication brief, your best strategy is to________.

A) ask open-end questions to obtain information B) focus on their need for accuracy C) keep word choices brief D) focus on their need to be liked

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328)

________ is an example of a nonverbal cue from someone who is expressive.

A) A forceful tone B) Active body language C) A short attention span D) Fleeting eye contact

329)

The system of problem solving involves identifying issues, determining alternatives for dealing with them, and then________.

A) selecting and monitoring a strategy for resolution B) evaluating additional alternatives if those aren’t working C) getting feedback from various stakeholders D) testing it with internal and external customers

330)

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

A) disparate treatment.

B) a win-win situation.

C) stereotyping D) seamless service

331)

If a rational behavior style customer makes intermittent eye contact, a service strategy you may want to use is to________.

A) focus on the negative aspect B) avoid making eye contact C) avoid smiling D) make eye contact

332)

If a customer with a decisive behavior pattern uses aggressive body gestures and finger pointing at you, the service provider, a strategy you should use in response is to________.

A) not internalize the behavior B) react in kind C) take a light-hearted approach D) turn the customer over to someone else

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333)

________ refers to continually evaluating products and services to ensure that maximum effectiveness, efficiency, and potential are being obtained from them.

A) Disparate treatment B) Win-win situation C) Process improvement D) Stereotyping

334)

The way someone views an item, situation, or others is called a(n)________.

A) stereotype B) perception C) bias D) inflection

335)

When Ralph moved to a large, urban area from the country, he tended to generalize about people from different ethnicities that was not based in reality because he didn’t know anything about them. This is called________.

A) stereotyping B) a win-lose situation C) discriminatory treatment D) seamless service

336)

If your organization does not offer training in products and service, you should________.

A) ask vendors and suppliers questions B) tell your supervisor that the company does not support you C) be patient until the company does offer these things D) find another job

337)

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

105

338)

Compare and contrast the behavioral differences between rational and inquisitive styles.

339)

Why is it necessary to recognize different behavior styles and communicate accordingly?

340)

What is meant by the term “seamless service”?

341)

Discuss how our perceptions impact our relationships with customers, and vice versa.

106

Answer Key Test name: chapter 6 1) TRUE

Behavioral styles are actions that you can see or experience that people exhibit when dealing with tasks or people. As you grow from infancy, your personality forms based on your experiences and your environment. These form the basis of your behavioral style preference(s).

2) TRUE

Not everyone behaves as you do, yet many still demonstrate behaviors that are similar to yours.

As a customer service professional, you need to be aware that everyone is different.

3) FALSE

Part of being a customer service professional is that you need to understand human behavioral style characteristics. You should 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.

4) TRUE

In customer service, adaptability is crucial, for many people do not always act the way you want them to. There are many strategies that can be used to help modify and adapt your behavior so that it does not clash with that of your customers.

5) FALSE

Carl Jung divided behavior into two attitudes called introvert and extrovert.

6) TRUE

From Jung’s complex research (and that of others) have come many variations, additional studies, and a variety of behavioral style self-assessment questionnaires (surveys) and models for explaining personal behavior. The Myers-Briggs Type Indicator is an example of a behavioral style self-assessment questionnaire.

7) TRUE

Primary behavior pattern refers to a person’s preferred style or approach for dealing with others.

Everyone typically has a primary behavior pattern to which he or she reverts in stressful situations.

8) FALSE

107

An important point to remember is that there is no "best" or "worst" behavioral style. Each person should be valued for his or her strengths, and not belittled because of what you perceive as shortcomings.

9) FALSE

People who have a preference for the rational style tend to be very patient. The rational style is characterized by being quiet, reflective, task-focused, and systematic.

10) TRUE

The decisive style is characterized by a direct, no-nonsense approach to people and situations.

People who have a preference for the decisive style may tend to talk and interrupt more than listen.

11) FALSE

Be careful not to label a person as being one style: people use all four styles—and most people do not appreciate stereotypes and labeling.

12) FALSE

Nonverbal cues of the rational style person may include intermittent eye contact, a gentle handshake, and flowing, nondramatic gestures. See Figure 6.2.

13) TRUE

Someone with an inquisitive style may prefer to use formal names instead of nicknames, and to keep the sharing of personal information minimal. See Figure 6.2.

14) TRUE

The expressive style may exhibit nonverbal cues such as enthusiasm and inflection in voice. A person with expressive style tends to be very intense and dramatic with active body language.

See Figure 6.2.

15) TRUE

Whether a situation involves simply answering a question, guiding someone to a desired product or location, or performing a service, customers should leave the interaction feeling good about what they experienced. 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.

16) TRUE

A win-win situation is an outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed.

17) TRUE 108

People behaving in inquisitive or rational style tend to exhibit intermittent eye contact. As a customer service professional, you should also make eye contact while actively listening. See Figure 6.2.

18) FALSE

When dealing with a person with a decisive behavioral style, you should be brief and tell them what you can do, offering solutions. See Figure 6.2.

19) TRUE

A service provider should strive to provide seamless service to customers. Seamless service is done in a manner that seems effortless and natural to the customer. This means that they should get great service and never have to worry about your problems or breakdowns.

20) TRUE

Most people like to feel special and appreciated. Creating that feeling in others is what stellar customer service is all about.

21) TRUE

Perceptions are how someone views an item, situation or others. A person’s behavioral style as well as background, based on education, experiences, events, and interpersonal contacts, can influence how he or she views the world.

22) FALSE

Perceptions explain how someone views an item, situation, or others.

23) TRUE

A stereotype is a generalization made about an individual or group and not based on reality.

Similar people are often lumped together for ease in categorizing them.

24) FALSE

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.

Stereotyping clearly works against treating each customer as an individual.

25) TRUE

To avoid categorizing or stereotyping people, spend time observing them, listen to them objectively, and respond according to each situation and person. Doing this can lead to better relationships and improved customer service.

26) C

109

Behavioral styles are observable tendencies and descriptive terms that identify categories of human behavior identified by behavioral researchers.

27) B

When dealing with your customers, you should recognize that someone else doing something or acting differently from the way you do does not mean that the person is wrong. It simply means that he or she approaches situations differently. Relationships are made when participants learn to accept the characteristics of others.

28) D

In customer service, adaptability is crucial, for many people do not always act the way you want them to. There are many strategies that can be used to help modify and adapt your behavior so that it does not clash with that of your customers.

29) B

Jung explored human personality and behavior. He divided behavior into two “attitudes” (introvert and extrovert) and four dominant impulses that drive behavior or “functions” (thinking, feeling, sensation, and intuition). These attitudes and functions can intermingle to form eight psychological types.

30) B

Jung divided behavior into two “attitudes” (introvert and extrovert) and four dominant impulses that drive behavior or “functions” (thinking, feeling, sensation, and intuition).

31) C

Through one of the many assessment questionnaires available online or in this chapter, you can begin to gain insights into your own behavioral tendencies in a variety of situations.

32) A

Primary behavior pattern refers to a person’s preferred style or approach for dealing with others.

33) C

The rational style is one of four behavioral groups characterized by being quiet, reflective, taskfocused, and systematic. Avoiding anger and conflict is a characteristic attributed to the rational behavior style.

34) C

Inquisitive style is one of the four behavioral style categories, characterized by being introverted, task focused, and detail-oriented.

110

35) D

People preferring inquisitive style tend to have cool and brief handshakes, often without a smile.

They prefer formality and distance in interactions.

36) B

Decisive style is characterized by a direct, confident approach to people and situations. People who have a preference for the decisive style may tend to project a competitive nature and need immediate gratification.

37) C

Decisive style people tend to exhibit a confident, possibly an arrogant demeanor. They may display symbols of power to demonstrate their own importance.

38) C

Decisive style people may have functionally decorated offices (all items have a purpose and are not there to make the environment more attractive).

39) D

People with an expressive style may project a friendly, positive attitude. Expressive style is one of the four behavior groups characterized as being people-oriented, fun-loving, upbeat, and extroverted.

40) D

Expressive style people often are not time-conscious and may often be late for appointments.

They may get distracted in conversations and start discussing other issues.

41) A

A rational style behavior is characterized by brief communication. The recommended strategy in response to this behavior is to ask open-end questions to draw out sufficient information. See Figure 6.2.

42) B

An expressive person is characterized by nonverbal cues including active body language, and enthusiasm and inflection in voice. See Figure 6.2.

43) A

Problem solving is the system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution.

44) B

111

There are many ways of partnering with either internal or external customers to solve problems and produce a win-win situation. A win-win situation is an outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed.

45) D

If a rational customer has intermittent eye contact, the service provider's response strategy should be to listen actively to the customer and make eye contact. See Figure 6.3.

46) A

When a decisive style customer uses aggressive body gestures and finger pointing at you, the service provider, a strategy you should use is not internalize; they are angry with the product or service, not necessarily you. See Figure 6.3.

47) C

After you have dealt with a problem, your next concern should be to personally address the process that caused the breakdown or make a recommendation to your supervisor or other appropriate person. All employees are responsible for quality service and process improvement.

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.

48) B

Everyone has perceptions about the people and events he or she encounters. A perception refers to how someone views an item, situation, or others.

49) A

Stereotyping can adversely affect delivery of customer service. A stereotype is a generalization made about an individual or group and not based on reality.

50) A

If your organization does not offer such product and service training, take the time and responsibility to read manuals, do research, and ask questions of vendors, suppliers, and your supervisor so that you become proficient in demonstrating and explaining what you are providing.

51) Short Answer

112

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.

52) Short Answer

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.

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.

53) Short Answer

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 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 since people use all four styles and most people do not appreciate stereotypes and labeling.

54) Short Answer

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.

55) Short Answer 113

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.

Chapter 7 Student name:__________ 342)

Customer expectations can affect how service is delivered and perceived. ⊚ true ⊚ false

343)

When a product or service fails to meet what the customer wants or needs, dissatisfaction and frustration can result. ⊚ true ⊚ false

344)

Motivators that cause customers to seek out specific types of products or services are referred to as customer needs. ⊚ true ⊚ false

345)

Service breakdowns do not occur in all industries. ⊚ true ⊚ false

346)

Dealing with internal customers may be more sensitive than your dealings with outsiders due to the ongoing nature of the relationship. ⊚ true ⊚ false

114

347)

To prevent or at least reduce the possibility of breakdowns with your internal customers, you should honor all commitments and promises to your internal customers. ⊚ true ⊚ false

348)

The more you know about behavioral style tendencies, the harder it is to deal with people in a variety of situations. ⊚ true ⊚ false

349)

A key to successfully serving all types of customers is to group them together with people like them and treat them the same. ⊚ true ⊚ false

350)

Internal customers with special requests can be classified as difficult customers. ⊚ true ⊚ false

351)

Talkative customers are not classified as difficult customers. ⊚ true ⊚ false

352)

People who challenge a service provider's ability to deliver service and who require special skills and patience are difficult customers. ⊚ true ⊚ false

353)

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. ⊚ true ⊚ false

115

354)

To effectively serve an angry customer, the service provider must move beyond the emotions to discover the reason for his or her anger. ⊚ true ⊚ false

355)

A good strategy when dealing with rude or inconsiderate customers is to remain professional. ⊚ true ⊚ false

356)

The key to resolving service breakdowns is to frame your problem resolution with customer-focused messages through the use of the emotion-reducing model. ⊚ true ⊚ false

357)

When dealing with people who are behaving emotionally, it is appropriate for the service provider to interrupt the customer and interject his or her own views. ⊚ true ⊚ false

358)

The cost of acquiring new customers is less costly than the cost of retaining current ones. ⊚ true ⊚ false

359)

Customers often take their business to competitors if they feel they have received poor service and complacency, inappropriate complaint resolution, or unmet needs from one's company. ⊚ true ⊚ false

116

360)

The key to complaint resolution is that it is your perception of the situation, not the customer’s, that counts. ⊚ true ⊚ false

361)

The best way to deal with a service breakdown is to reflect upon it after it occurs. ⊚ true ⊚ false

362)

If customers share a concern, complaint, or question with you in person, you should remember to use verbal, nonverbal, and listening skills in conjunction with customer service. ⊚ true ⊚ false

363)

Once a customer transaction is completed, there is never any further follow-up required. ⊚ true ⊚ false

364)

The first key step in the problem-solving process is to identify the alternatives. ⊚ true ⊚ false

365)

The primary purpose of any good service recovery program should be to return the customer-provider relationship to its normal state. ⊚ true ⊚ false

366)

The U.S. Small Business Administration suggests that businesses take specific actions to prepare for potential disaster situations. ⊚ true ⊚ false

117

367)

________ are things that customers typically desire but do not necessarily need.

A) Expectations B) Wants C) Defections D) Breakdowns

368)

Which situation could lead to a service breakdown?

A) Room service food was delivered at the appropriate time and temperature.

B) A manager prepares a report ready for distribution, on time.

C) A hotel room is not ready past the stated check-in time.

D) The delivery of needed parts, ordered by a manufacturer, arrives on time.

369)

Which work habit helps build a good working relationship with internal customers?

A) Pitch in to help when you have spare time and your coworkers need any assistance.

B) Share personal problems with coworkers to make yourself feel better.

C) Forward your calls all the time, regardless of your presence at work.

D) Never hesitate to tweak the truth if your work ethics are being questioned.

A coworker who rarely volunteers feelings and asks “why” questions demonstrates characteristics of the________ behavioral style.

A) expressive B) decisive C) inquisitive D) rational

370)

371)

What is a good strategy for effectively handling demanding customers?

A) Accommodate every wish of the customer.

B) Avoid addressing the customer using his or her name.

C) Respond in kind verbally when the customer becomes unreasonable.

D) Be professional and respect the customer.

118

372)

People who have difficulty making a decision or making a selection when given choices of products or services are________ customers.

A) domineering B) indecisive C) dissatisfied D) inconsiderate

373)

Which tactic is best used to effectively handle dissatisfied or angry customers?

A) Be positive and negotiate a solution.

B) Listen passively to the customer's grievances.

C) Have an argument prepared as a defense mechanism.

D) Reassure the customer through false promises.

374)

What is a good strategy for effectively handling rude or inconsiderate customers?

A) Don't compromise, even if needed.

B) Don't make direct eye contact.

C) Don't resort to retaliation.

D) Don't maintain decorum.

375)

Which characteristic best describes talkative customers?

A) Customers exhibiting extroverted behavior and who are very people oriented.

B) Customers who take pleasure in being obstinate and contrary when dealing with service providers.

C) Customers who seem to have their own agenda without concern for the feelings of others.

D) Customers who have definite ideas about what they want and are unwilling to compromise or accept alternatives.

376)

Before you can get an angry customer to calm down and listen, you must first________.

A) call your manager to take over B) listen passively to the customer's grievances C) deal with the customer's emotional state D) raise your voice to get his or her attention

119

377)

What is a suggested strategy for preventing dissatisfaction and avoiding a service breakdown?

A) Always sympathize with the customer just to make them feel better.

B) Refrain from going the extra mile to provide exemplary service.

C) Give in to the whim and request of every customer.

D) Think like the customer and act accordingly.

378)

When problems arise, you can win the customer over by________.

A) working without the help of the customer to solve the problem B) telling the customer to go somewhere else while you handle it C) letting someone else handle it to save your time D) using a people-centered approach to problem analysis and problem solving

379)

What is a benefit of exceeding customer expectations?

A) increase in competition B) goodwill and positive publicity C) increase in domineering customers D) customer defection

380)

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 only when it is most convenient for you.

D) Ensure that necessary follow-up actions begin once the transaction is completed.

381)

Which statement about the problem-solving model is true?

A) Customers rarely have a solution in mind to offer when they seek to redress their grievances.

B) Customers always know how to explain their problem well.

C) Customers never want someone to be responsible.

D) Customers often feel ownership for the solution when a problem is solved jointly.

120

382)

Paori, a customer-care executive of Homefort Inc., an electronics company, adopts the problem-solving process to find a solution to a complaint he received from a customer regarding a non-functioning microwave. After identifying the problem, what should Paori do next?

A) Make a decision and then reflect on it.

B) Evaluate the alternatives.

C) Identify the alternatives.

D) Compile and analyze the data.

383)

What is the final step in the problem-solving process?

A) evaluating the alternatives B) knowing you made the right decision C) monitoring the results D) analyzing the data

384)

The first phase in the service recovery process is to________.

A) provide compensation B) apologize C) take immediate action D) show compassion

385)

When a company provides what is promised, dependably and with quality, it is considered to be________.

A) attentive B) resourceful C) seamless D) trustworthy

386)

When a company provides caring, personalized attention to customers, recognizing both their human and business needs, it is considered to be________.

A) attentive B) resourceful C) seamless D) trustworthy

121

387)

Which statement best defines prohibitions?

A) Local, state, or federal regulations that prevent a service provider from satisfying a customer's request even though the provider would normally do so.

B) Alternatives offered by service providers when an original request by a customer cannot be honored because of such restrictions as governmental statutory regulations, unavailability of products, or inability to perform as requested.

C) A service strategy in which service providers strive for excellent customer service and satisfaction by doing more than they say they will do for the customer or exceeding customer expectations.

D) The perceptions that customers have when they contact an organization or service provider about the kind, level, and quality of products and services they should receive.

388)

Which statement about compensation for service recovery is true?

A) Compensation should be provided only when a customer demands it.

B) The value or degree of the compensation should equal the customer's loss only in terms of energy or frustration.

C) The recovery should compensate only the original loss and need not necessarily give any additional value.

D) Customers should feel that the organization has suffered an equal loss.

389)

________ refer to alternatives offered by service providers when an original customer request cannot be honored.

A) Prohibitions B) Service exclusions C) Service options D) Policy work-arounds

390)

Which step in the service recovery process allows the service provider to find out if a recovery effort is successful?

A) providing compensation B) showing compassion C) taking immediate action D) conducting a follow-up

122

391)

In order to be prepared for a potential disaster, businesses should________.

A) make customers responsible for their contingency plans B) avoid storing vital information and data on the cloud C) wait until a natural disaster strikes to see how employees react D) create a preparedness program for the business

392)

List any five work behaviors to adopt that can build internal relationships.

393)

List any five possible strategies to effectively handle dissatisfied customers.

394)

What are the six steps in the problem-solving model?

395)

What are the five phases to the service recovery process?

123

396)

How would one demonstrate empathy during problem resolution with a customer if they are prohibited from helping the customer?

124

Answer Key Test name: chapter 7 1) TRUE

Customer expectations are the perceptions that customers have when they contact an organization or service provider about the kind, level, and quality of products and services they should receive. Today's customers are more discerning and better educated, have access to more up-to-date and accurate information, and are often more demanding than in the past.

2) TRUE

Service breakdowns occur daily in all types of organizations. When a product or service fails to meet what the customer wants or needs or does not live up to advertised promises or standards, dissatisfaction and frustration can result.

3) TRUE

Needs are motivators or drivers that cause customers to seek out specific types of products or services. These may be marketing-driven, based on advertising they have seen, or may tie directly to Abraham Maslow’s hierarchy of needs theory.

4) FALSE

Service breakdowns occur daily in all types of organizations. For example, a service breakdown can occur when a volunteer at a silent auction for charity misplaces an item won by a donor.

5) TRUE

Although your interactions with internal customers may not be difficult, they can often be more sensitive than your dealings with outsiders. This is because if someone within your organization becomes irritated or dissatisfied with you, he or she does not necessarily go away.

6) TRUE

If you promise to do something, do your best to deliver, and in the agreed-upon time. If you cannot do something, say so when your internal customer asks. To prevent, or at least reduce, the possibility of such breakdowns, honor all commitments you make to internal customers.

7) FALSE

Behavioral preferences have a major effect on the interactions of people. The more you know about behavioral style preferences, the better you will understand your customers and the easier it becomes to deal with people in a variety of situations.

8) FALSE

125

A key to successfully serving all types of customers is to treat each person as an individual. If you stereotype people, you will likely damage the customer–provider relationship and might even generate complaints to your supervisor or legal action against you and your organization based on perceived discrimination.

9) TRUE

You may think of difficult customer contacts as those in which you have to deal with negative, angry, demanding, or aggressive people. These are just a few of the types of potentially difficult interactions that you may encounter as a service representative. Internal customers with special requests can also be classified as difficult customers.

10) FALSE

Difficult customers are more than just those who are negative, angry, demanding, or aggressive people. Talkative customers can be considered difficult customers.

11) TRUE

Difficult customers are more than just those who are negative, angry, demanding, or aggressive people. People who challenge a service provider's ability to deliver service and who require special skills and patience are also difficult customers.

12) TRUE

Often, demanding customers are insecure or have a behavioral style that lends itself to wanting to be in control or to “win.” 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.

13) TRUE

Dealing with angry people requires a certain amount of caution. To effectively serve an angry customer, you must move beyond the emotions to discover the reason for his or her anger.

14) TRUE

Just because the customer exhibits inappropriate behavior does not justify your reacting in kind.

Remain professional, calm, assertive, and in control of the situation.

15) TRUE

Using the emotion-reducing model helps to calm the customer so that you can then solve the problem. The key to helping resolve service breakdowns is to frame your problem resolution with customer-focused messages through the use of this model.

16) FALSE

126

To help calm the customer down, you must send customer-focused verbal and nonverbal messages. Most important is the ability and the willingness to listen calmly to what the customer has to say without interrupting or interjecting your views.

17) FALSE

It costs five to six times as much to win a new customer as it costs to retain a current one.

18) TRUE

If customers perceive that you and/or your organization do not sincerely care about them or about solving their problems, they may go elsewhere.

19) FALSE

The key thing to remember about complaint resolution is that it is the customer's perception of the situation, not yours, that counts. If customers believe that they are not treated fairly, honestly, in a timely manner, and in an appropriate fashion, or if they are still dissatisfied, your efforts failed.

20) FALSE

The best way to deal with a service breakdown is to prevent it from occurring.

21) TRUE

React to customer remarks or actions. Let the customer know that you heard what she said or that you received her written message. If the information is given in person, remember to use verbal, nonverbal, and listening skills. See Figure 7.7.

22) FALSE

Once a customer transaction is completed, make sure that you begin any necessary follow-up actions. For example, if appropriate, make an additional phone call to customers to be sure that they received their orders and are satisfied with your actions. See Figure 7.7.

23) FALSE

To solve a problem, you need to first identify the problem and determine if the problem is one that should be solved. Then, after compiling and analyzing the data, you identify the alternatives.

24) TRUE

If done well, a disgruntled customer can often become one who is very loyal and who acts as a publicist for the organization. To accomplish this, the primary purpose of any good service recovery program should be to return the customer-provider relationship to its normal state.

25) TRUE

127

The U.S. Small Business Administration suggests that organizations take at least the following actions to prepare for potential disaster situations: create a preparedness program for the business; identify critical business functions and systems; create an emergency communications plan; test preparedness systems regularly; and build a disaster preparedness kit.

26) B

Wants are things that customers typically desire but do not necessarily need. When a product or service fails to meet what the customer wants, dissatisfaction and frustration could result.

27) C

Service breakdowns occur whenever any product or service fails to meet the customer’s expectations. A hotel room that is not ready past the stated check-in time may result in a service breakdown.

28) A

If you have spare time and your coworkers need assistance with a project, volunteer to help out.

They may do the same at some point in the future when you are feeling overwhelmed with a project or assignment.

29) C

Individuals with a tendency for the inquisitive behavioral style rarely volunteer feelings. They ask “why” questions, desire facts and figures, and are formal, task-oriented, conservative, and punctual.

30) D

To effectively handle demanding customers, always be professional and respect the customer.

Do not raise your voice or retaliate verbally. Try to work with your customer to negotiate an acceptable alternative when problems arise.

31) B

People who have difficulty making a decision or making a selection when given choices of products or services are indecisive customers. Such customers sometimes spend long periods vacillating between several options as they seemingly struggle to choose one over the other.

32) A

Be positive and negotiate a solution while dealing with dissatisfied or angry customers. Be willing to compromise, if appropriate, needed, and possible.

33) C

128

When dealing with a rude customer, don’t resort to retaliation. Retaliation will only infuriate this type of customer, especially if you have embarrassed him or her in the presence of others.

34) A

Customers exhibiting extroverted behavior who are very people oriented are referred to as talkative customers. Recognize that this person’s personality style is probably mainly expressive and that his or her natural inclination is to connect with others.

35) C

It is important to remember when dealing with people who are behaving emotionally that they are typically upset with the structure, process, organization, or other factors over which you and/or they have no control. Before you can get your customer to calm down, listen, and address the situation, you must first deal with her or his emotional state.

36) D

Think like the customer. Think about how you would like to be served under the conditions you are dealing with and act accordingly.

37) D

Always respect the customer. By using a people-centered approach to problem analysis and problem solving, you can win the customer over. With both of you working together, you can define the problem and jointly reach an acceptable solution.

38) B

Go the extra mile by giving your customers exemplary service. Some things cost little or nothing and return your "investment" many times over through goodwill and positive word-of-mouth publicity.

39) D

Once a customer transaction is completed, make sure that any necessary follow-up actions are begun. For example, if appropriate, make an additional phone call to customers to be sure that they received their orders and are satisfied with your actions.

40) D

If you jointly solve a problem, the customer often feels ownership for the solution—that he or she has made the decision.

41) D

After identifying the problem and to be able to effectively determine a course of action, you need as much information as possible and a thorough understanding of what you are dealing with.

129

42) C

Once you have made a decision, monitor the effect or results. Do not assume that your customer is satisfied, especially if any negotiation occurred between the two of you.

43) B

The first phase in the service recovery process is to apologize, apologize, and apologize again.

Showing sincere remorse throughout the recovery cycle is crucial.

44) D

Customers want the service they receive to be trustworthy. A trustworthy company provides what is promised, dependably and with quality.

45) A

Customers want the company to be attentive. When a company provides caring, personalized attention to customers, recognizing both their human and business needs, it is considered to be attentive.

46) A

Even though you may want to, there may be times when you will not be able to give customers what they want because of regulations or prohibitions. Prohibitions refer to local, state, or federal regulations that prevent a service provider from satisfying a customer's request even though the provider would normally do so.

47) D

Prove to customers that they are valuable and that you are trying to make up for their inconvenience or loss by providing compensation. This penance or symbolic self-punishment should be significant enough that the customer feels that you and your organization have suffered an equal loss.

48) C

Service options are alternatives offered by service providers when an original customer request cannot be honored because of such restrictions as governmental statutory regulations, nonavailability of products, or inability to perform as requested.

49) D

The only way to find out whether you were successful in your recovery efforts or whether the customer is truly satisfied is to follow up. This contact should come within a few days after the complaint was resolved.

50) D

130

The U.S. Small Business Administration suggests that organizations create a preparedness program for the business as one step to prepare for potential disaster situations. This will allow them to remain functional or to more effectively recover should a similar catastrophe strike.

51) Short Answer

Take a proactive approach to building internal relationships so that you can head off negative situations. This can be accomplished in part by adopting work habits such as maintaining good grooming and hygiene habits, refraining from unloading personal problems, pitching in to help when needed, being truthful, and refraining from office politics and gossip.

52) Short Answer

Occasionally, you will encounter dissatisfied customers or angry ones. Unfair as this may be, you have to try to calm these customers and make them happy. To effectively handle such customers one must listen, remain positive and flexible, be compassionate and empathize without making excuses, ask open-end questions and verify information, and lastly take appropriate action.

53) Short Answer

The six proven steps to problem solving involve identifying the problem, compiling and analyzing the data, identifying the alternatives, evaluating the alternatives, making a decision, and monitoring the results.

54) Short Answer

Typically, there are five phases to the service recovery process. They include apologizing repeatedly, taking immediate action, showing compassion, providing compensation, and conducting a follow-up.

55) Short Answer

Expressions such as “I can appreciate your frustration,” “I understand how we have inconvenienced you,” or “I can imagine how you must feel” can go a long way in soothing and winning the customer over. Such statements help you connect psychologically with a customer.

Empathize with the customer, state what you cannot do, explain why and offer a way to resolve the problem with a recovery strategy (such as faxing something to the customer that the customer needs). Remember before you can truly address the customer's problem, you must deal with the emotions or feelings.

131

Chapter 8 Student name:__________ 397)

As the world grows smaller economically and technology increases, the chances of having contact on the job with people from other cultures decreases. ⊚ true ⊚ false

398)

Working with diverse customers requires employees to take ownership of enhancing their own knowledge and skills. ⊚ true ⊚ false

399)

“Diversity” only refers to race or the color of skin. ⊚ true ⊚ false

400)

Some differences between people, such as height and weight, are innate. ⊚ true ⊚ false

401)

Cultural diversity has to do with the broad similarities between groups of people. ⊚ true ⊚ false

402)

Caution must be used when considering any characteristics that define an individual, since grouping people can lead to stereotyping. ⊚ true ⊚ false

132

403)

Applying your own cultural practices and beliefs to a situation involving someone from another culture is highly recommended. ⊚ true ⊚ false

404)

Your values can influence your perceptions and actions toward others. ⊚ true ⊚ false

405)

A key to customer service success is to be open-minded and accept that someone else has a different belief system that determines his or her needs. ⊚ true ⊚ false

406)

When service providers take values for granted, it enables them to better serve a variety of customers without prejudice. ⊚ true ⊚ false

407)

Values are based on deeply held beliefs of a culture or subculture. ⊚ true ⊚ false

408)

Adopting or accepting the beliefs of another is essential to accomplish the goal of providing excellent service to the customer. ⊚ true ⊚ false

409)

A person’s value system helps them determine good from bad. ⊚ true ⊚ false

133

410)

In some cultures, conservative dress by women is one manifestation of modesty. ⊚ true ⊚ false

411)

Disclosing personal information about oneself is often a cultural factor. ⊚ true ⊚ false

412)

The title used to address people is known as the form of address. ⊚ true ⊚ false

413)

Polychronic refers to the perception of time as a central focus with deadlines being a crucial element of societal norms. ⊚ true ⊚ false

414)

Within a given subculture of society, people are most likely to choose the same conflict resolution style. ⊚ true ⊚ false

415)

The key to effectively serving all customers, and particularly people from different cultures, is flexibility. ⊚ true ⊚ false

416)

Closed-ended questions encourage customers to share information. ⊚ true ⊚ false

134

417)

You should avoid technical terms, contractions, slang, or broken English when talking with non-native speakers. ⊚ true ⊚ false

418)

In most cases, customers who have disabilities appreciate being treated differently. ⊚ true ⊚ false

419)

You should always assume familiarity and call people by their first name when addressing them. ⊚ true ⊚ false

420)

When communicating with diverse customers, it is better to describe people in general terms than to single a customer out or focus on exceptions in a group ⊚ true ⊚ false

If you use a term such as “honey” or “sugar” to address someone, it is your perception, not the customer’s, that is the deciding factor of your actions. ⊚ true ⊚ false

421)

422)

Diversity refers to A) the perceptions or assumptions that individuals or cultures maintain.

B) the characteristics, values, beliefs, and factors that make people different, yet similar.

C) the long-term appraisals of the worth of an idea, person, place, thing, or practice held by individuals, groups, or cultures.

D) the way that cultures view propriety of dress and conduct.

135

423)

The________ refers to a term coined by Tony Alessandra related to going beyond the step of treating customers the way you want to be treated, to the next level of treating them the way they would like to be treated.

A) Golden Rule B) Polychronic Rule C) Platinum Rule D) Conflict Resolution Rule

424)

Which factor is learned or gained through our environment and life experiences?

A) beliefs B) sibling birth order C) hair color D) body type

425)

According to the text discussion, what is the most likely result of applying your own cultural practices and beliefs to a situation involving someone from another culture?

A) effective communication B) business growth C) customer satisfaction D) poor service

426)

To be effective in dealing with others, service providers should________.

A) ignore the power of values and beliefs and treat everyone alike B) think of their own value system as better than that of someone else C) use negative feedback as needed and strive to adopt the beliefs of others D) be open-minded and accept that someone else may have a different belief system

427)

What best defines modesty?

A) It refers to the important concept of esteem in many Asian cultures.

B) It refers to the title used to address people.

C) It refers to how people of a given culture view property.

D) It refers to the way that cultures view propriety of dress and conduct.

136

428)

Which strategy should be adopted to effectively handle customers’ expectations of privacy?

A) Adopt a gregarious attitude and speak freely to make the customer feel comfortable.

B) Avoid controversial topics that might be emotional hot buttons or sensitive.

C) Give in to every whim and request of the customer.

D) Avoid generating small talk about the weather or traffic.

429)

A(n)________ relationship focuses on the need for service providers to build strong bonds with customers in many Asian and Latin American countries before conducting business.

A) intimate B) interpersonal C) familial D) polychronic

430)

Which strategy is suggested to help build strong interpersonal business relationships?

A) Assume a quicker familiarity with people from different cultures.

B) When you will be having ongoing contact or doing repeat business, follow the customer’s lead.

C) Spend time in conversations strictly pertaining to business concerns or topics and avoid personal discourse.

D) Share confidential information about the organization in order to build trust and respect.

431)

Which statement about gender roles is true?

A) Decision-making and authority are clearly established as female prerogatives within most cultures.

B) Gender inequality is becoming less of a problem globally.

C) Culturally and individually, people view the role of men and women differently.

D) When people leave a country, they also leave behind their cultural values and attitudes on gender norms.

137

432)

________ cultures are groups in which members value themselves as separate from their group and responsible for their own destiny.

A) Collectivist B) Individualistic C) Ethnocentric D) Polycentric

433)

Which statement best reflects the behaviors of people from monochronic societies?

A) They view relationships as more important than deadlines.

B) They tend to do one thing at a time.

C) They consider time as a guide and flexible commodity.

D) They juggle multiple things without feeling stressed.

434)

People from polychronic societies tend to________.

A) work toward long-term deadlines B) take commitments seriously C) adhere closely to plans D) do one thing at a time

435)

Javed works as a sales representative for Traveldesire.com, an online travel portal. He receives a call from a Russian customer who is not fluent in English, inquiring about holiday packages. To best serve the customer's needs, Javed should________.

A) assume that everyone has the same experiences and treat them accordingly B) listen patiently and try to understand the customer’s meaning C) raise his voice to enhance better understanding and lay emphasis D) ask closed-ended questions

436)

Which strategy should be adopted to effectively handle customers with language differences?

A) Avoid humor and sarcasm as they could lead to embarrassment.

B) Assume that the customer shares your views.

C) Alter your tone to enhance understanding.

D) Use closed-ended questions to encourage customers to share information.

138

437)

Mason, a sales executive at an apparel store, encounters a German customer who does not speak English. The customer tries to communicate his needs to Mason. After interpreting the customer's needs, Mason is still seeking clarity to help understand the customer better.

Mason should next try to________.

A) adopt a flippant approach B) paraphrase the customer's message C) use humor and sarcasm D) pretend to understand the customer's needs

438)

Terrance, a sales executive at an electronics store, is helping a Japanese customer who is not fluent in English and wishes to purchase a laptop. While attending to the customer, which strategy should Terrance employ?

A) He should speak louder for better clarity.

B) He should give the customer a lengthy explanation on the features and specifications of each laptop.

C) He should be extremely brisk in his approach to the customer.

D) He should smile whenever appropriate.

439)

Which strategy should be used to effectively help customers with hearing disabilities?

A) Over exaggerate your mouth's movements so that the customer can see your mouth form words.

B) Interact with the customers by asking them closed-ended questions for which the customer can provide descriptive answers.

C) Use facial expressions and gestures to emphasize key words or express thoughts.

D) Avoid speaking louder or reducing background noise as it might hurt the customer's feelings.

440)

Which strategy should be adopted to effectively help customers with vision disabilities?

A) Give vague information and directions.

B) When walking with someone who is blind, offer your arm.

C) Raise your voice while dealing with visually impaired customers.

D) Avoid introducing or referencing others who are in the room to eliminate confusion.

139

441)

Maxine is in a wheelchair and requires modifications to her workspace in order to do her job. Maxine would best be described as______.

A) crippled B) sensory limited C) motion challenged D) mobility impaired

442)

Deshawn, a customer care executive at an e-commerce site, receives a complaint from an elderly customer regarding a mismatch in the product delivered to him. While dealing with this customer, Deshawn should________.

A) adopt a defensive approach if the customer is arrogant, disoriented, or disrespectful B) be careful not to let biases about older people interfere with good service C) try to sound patronizing while addressing the customer's grievances D) treat the customer as if he or she is confused or disoriented

443)

Khalid, a middle-aged sales representative at a sports apparel store, often encounters customers from Generation Y. Which approach should Khalid adopt to serve these customers better?

A) He must adopt an informal approach and treat them as his own children.

B) He must adopt a superior attitude toward them.

C) He must strive to become overly familiar with them.

D) He must strive to cater to their wants and needs just like any other customer.

444)

A company has a site online where they post news about their products on a weekly basis and can receive feedback directly from customers. This is a________.

A) podcast B) cache C) blog D) wiki

140

445)

A________ is a form of server software that allows nontechnical personnel to create and edit website pages using any web browser and without complex programming knowledge.

A) wiki B) podcast C) blog D) cache

446)

When communicating with diverse customers, what is a suggested strategy?

A) Add in lots of remarks and jokes.

B) As a rule, use male-oriented personal pronouns.

C) Verbally identify customers as “handicapped” or “disabled.”

D) Make sure your language is inclusive.

447)

List any five strategies to effectively serve customers with language differences.

448)

What is the significance and purpose of the Americans with Disabilities Act of 1990 (ADA)?

449)

List any five strategies for servicing customers with hearing disabilities.

141

450)

List any three strategies to effectively serve customers with mobility or motion impairments.

451)

List the basic guidelines for communicating effectively with diverse customers.

142

Answer Key Test name: chapter 8 1) FALSE

Diversity is encountered everywhere (e.g., over the telephone, on the Internet, in supermarkets, in religious organizations, and on public transportation) and is an important aspect of everyone’s life. As the world grows smaller economically and otherwise, the likelihood that you will have contact on the job with people from other cultures increases significantly.

2) TRUE

Part of creating a positive diverse customer business environment is to train each service provider on the nuances of dealing with people who have backgrounds that are different from their own. Additionally, this effort involves each employee taking ownership for enhancing his or her knowledge and skills related to working with a diverse internal and external customer base.

3) FALSE

The word diversity encompasses a broad range of differences. Many people only associate the term diversity with race or color of skin. However, it also encompasses a variety of other individual and group characteristics such as cultural diversity.

4) TRUE

Some factors that make people different are innate, that is, they are born with them, such as height, weight, hair color, gender, skin color, physical and mental condition, and sibling birth order.

5) FALSE

Cultural diversity term has to do with the differences between groups of people, depending on their country of origin, backgrounds, and beliefs.

6) TRUE

Caution must be used when considering any characteristics, since grouping people can lead to stereotyping and possible discrimination. This is a recipe for interpersonal disaster, service breakdown, and organizational failure.

7) FALSE

Applying your own cultural practices and beliefs to a situation involving someone from another culture can result in frustration, anger, poor service, and lost business.

8) TRUE 143

Values can influence your perceptions and actions toward others. Being conscious of differences can lead to a better understanding of customers and potentially reduce conflict or misunderstandings in dealing with them.

9) TRUE

A key to customer service success is to be open-minded and accept that someone else has a different belief system that determines his or her needs. You, as a service provider, should strive to use all the positive communication and needs identification you have read about to satisfy the customer.

10) FALSE

Many service providers take values for granted. This is a mistake. Values also differ from one culture to another, depending on its views on ethics, morals, religion, and many other factors.

11) TRUE

Values come from deeply held beliefs of a culture or subculture. Often, they are founded in religion, politics, or group mores. They drive thinking and actions and are so powerful that they have served as the basis for arguments, conflicts, and wars for hundreds of years.

12) FALSE

Your goal is to provide excellent service to the customer. In order to achieve success in accomplishing this goal, you must be sensitive to, tolerant of, and empathetic toward customers.

You do not need to adopt the beliefs of others, but you should adapt to them as appropriate.

13) TRUE

Values are the "rules" that people use to evaluate issues or situations, make decisions, interact with others, and deal with conflict. As a whole, a person’s value system often guides thinking and helps him or her determine right from wrong or good from bad.

14) TRUE

In some cultures (e.g., Muslim and Quaker), conservative dress by women is one manifestation of modesty. Such practices tie to religious and cultural beliefs that originated hundreds of years ago.

15) TRUE

You should be aware that disclosing personal information about oneself is often a cultural factor and that expectations of privacy vary.

16) TRUE

144

The title used to address people is known as the form of address. Examples are Mister, Miss, and Doctor. A customer’s preference for a particular name or form of address can have an impact upon your ability to effectively deal with him or her.

17) FALSE

Monochronic refers to the perception of time as being a central focus with deadlines being a crucial element of societal norms.

18) FALSE

Even within subcultures of a society, there are often differing styles of communication and dealing with conflict. Of course, regardless of culture or group, people choose different conflict resolution styles based on personality style preferences.

19) TRUE

The key to effectively serving all customers, and particularly people from different cultures, is flexibility.

20) FALSE

Open-ended questions encourage customers to share information. Closed-ended questions do not allow you to accurately gauge a customer's viewpoint or understanding.

21) TRUE

Use Standard English (or whatever the primary language is for the country in which you are doing business). Avoid technical terms specific to a product, organization, process, or industry; contractions (e.g., don't, can't); slang (e.g., like, you know, whoopee, rubberneck); or broken language (e.g., sentences that fail to follow standard rules of grammar or syntax).

22) FALSE

In most cases, customers who have disabilities have learned to accommodate their own personal needs and do not want to be treated differently; they want to be treated equally. You should strive to provide excellent customer service, as always.

23) FALSE

Don't assume familiarity when addressing others. Don't call someone by their first name unless they give permission.

24) TRUE

Instead of singling a customer out or focusing on exceptions in a group, describe people in general terms. That is, instead of referring to someone as a female supervisor, black salesperson, or disabled administrative assistant, say supervisor, salesperson, or administrative assistant.

145

25) FALSE

Keep in mind that certain words have a negative connotation and could insult or offend. Even if you do not intend to offend, the customer's perception is the deciding factor of your actions.

26) B

Diversity refers to the characteristics, values, beliefs, and factors that make people different, yet similar.

27) C

To better ensure customer service success, find out what customers want and treat them as they want to be treated. This concept has been termed the Platinum Rule.

28) A

Factors that make us unique that are learned or gained through our environment and our life experiences include religion, values, beliefs, economic level, lifestyle choices, profession, marital status, education, and political affiliation.

29) D

No two people are alike, no two generations are alike, and no two cultures are alike. Applying your own cultural practices and beliefs to a situation involving someone from another culture can result in frustration, anger, poor service, and lost business.

30) D

To be effective in dealing with others, service providers should not ignore the power of values and beliefs, nor should they think that their value system is better than that of someone else. The key to service success is to be open-minded and accept that someone else has a different belief system that determines his or her needs.

31) D

Modesty refers to the way that cultures view propriety of dress and conduct. Modesty can be exhibited in many ways. In some cultures (e.g., Muslim and Quaker), conservative dress by women is one manifestation of modesty.

32) B

Disclosing personal information about oneself is often a cultural factor and expectations of privacy vary. Avoid controversial topics that might be emotional hot buttons or sensitive to other people.

33) B

146

Before business is conducted in many Asian, Latin American, and Middle Eastern cultures, building of a strong interpersonal relationship is extremely important. An interpersonal relationship focuses on the need for service providers to build strong bonds with customers.

34) B

Relationship building includes when you will be having ongoing contact or doing repeat business, follow the customer’s lead. Get to know them and share information about your organization and yourself that can lead to mutual respect and trust.

35) C

Gender roles refer to behaviors attributed to or assigned by societal norms. Culturally and individually, people view the role of men and women differently.

36) B

Individualistic cultures are groups in which members value themselves as individuals who are separate from their group and responsible for their own destiny. In these cultures, emphasis is placed on individuals’ goals, as in Western countries.

37) B

People from monochronic societies tend to do one thing at a time, take time commitments seriously, are often focused on short-term projects or relationships, and adhere closely to plans.

38) A

Polychronic people are used to distractions, juggle multiple things without feeling stressed, consider time as a guide and flexible commodity, work toward long-term deadlines, and base promptness on relationships.

39) B

Javed may be frustrated in this situation, but so is the customer. Javed should focus on what the customer is saying and try to understand the meaning of the message and the needs being communicated by the customer.

40) A

Humor and sarcasm are common to many Westerners but do not work well with customers whose first language is not English. They could lead to customer confusion and embarrassment, so it is best avoid these.

41) B

147

After focusing on what you think is the customer's message, you may convey your understanding to the customer in your own words. When you think that you don't understand, either paraphrase the part of the customer's message up to the point at which you did understand or ask clarifying questions.

42) D

Smiling is a universal language; speak it fluently (when appropriate).

43) C

In interactions with customers with hearing disabilities, you can use facial expressions and gestures to emphasize key words or express thoughts. But do not assume that people who are hearing impaired are helpless.

44) B

Customers with vision disabilities may need special assistance. When walking with someone who is blind, offer your arm. Do not take the person's arm without permission; this could startle him or her.

45) D

Mobility impairment is a physical limitation requiring accommodation or special consideration to allow access to products or services.

46) B

Be careful not to let biases about older people interfere with good service. Don't ignore or offend older customers by making statements such as "Hang on, old timer. I'll be with you in a minute."

47) D

If you are older, you may be tempted to talk down to younger customers or be flippant. Don't give in to the temptation. Keep in mind that they are customers, and service is based on satisfying personal needs and wants.

48) C

Blogs are online journals (web logs) or diaries that allow people to add content. Many organizational websites use them to post "what's new" sections and to receive feedback (good and bad) from customers and website visitors.

49) A

A wiki is a form of server software that allows nontechnical personnel to create and edit website pages using any web browser and without complex programming knowledge.

50) D 148

Being inclusive, one of the basic guidelines for communicating with diverse customers, is the concept of ensuring that people of all races, genders, and religious and ethnic backgrounds, as well as a multitude of other diverse factors, are included in communications and activities in the workplace.

51) Short Answer

To effectively handle customers with language differences, let the customer guide the conversation, be flexible, listen patiently, speak clearly and slowly, use open-end questions and paraphrasing, avoid sarcasm and humor, and pause frequently.

52) Short Answer

This U.S. federal act was signed into law in July 1990 guaranteeing people with disabilities equal access to workplace opportunities. The interpretations of the law require businesses to provide certain services to customers with disabilities and to make certain premises accessible to them.

The law also often prohibits any form of discrimination or harassment related to disability.

53) Short Answer

In interactions with such customers, a variety of things can be done to provide effective service such as facing your customer directly while speaking, speaking louder, using short sentences and words, using nonverbal cues, and providing written information whenever possible. You may also enunciate your words and speak slowly, check for understanding by using open-end questions, communicate in a well-lighted room, watch backlighting, and reduce background noise, when possible.

54) Short Answer

Customers who have mobility or motion impairments often use specially designed equipment and have had extensive training in how to best use assistive devices to compensate for the loss of the use of some part of their body. Such customers can be better assisted by the following strategies: Conduct an environmental survey and correct areas where mobility may be an issue.

Do not assume that someone who has such an impairment cannot perform certain tasks.

As mentioned earlier, people who have disabilities are often given extensive training.

Make sure that you place information or materials at a level that makes it possible for the person to see without undue strain.

Do not push or lean on someone's wheelchair without his or her permission.

55) Short Answer

While dealing with diverse customers, one must be careful with your remarks and jokes, make sure that their language is inclusive, respect personal preferences when addressing people, use general terms, recognize the impact of words, and use care with nonverbal cues.

149

Chapter 9 Student name:__________ 452)

Technology touches few aspects of life in most developed countries around the world. ⊚ true ⊚ false

453)

Millennials primarily access technology via e-mail and personal computers. ⊚ true ⊚ false

454)

900 numbers are the same thing as 800 numbers, offering toll-free calling. ⊚ true ⊚ false

Operations that used technology were once viewed as labor-intensive and “back-office” functions, rather than an integral component of the overall operation of an organization. ⊚ true ⊚ false

455)

456)

The organizations doing business using technology-based applications have been labeled electronic commerce businesses. ⊚ true ⊚ false

457)

Sanjay’s job is to assist customers with questions and problems with their purchases using a technology application. Sanjay works at a help desk. ⊚ true ⊚ false

150

458)

Automated attendant systems provide callers with a menu of options from which they can select by pressing a key on their telephone keypad. ⊚ true ⊚ false

459)

A key to website effectiveness is recognition and connections, which means that people must know about the organization and be able to find its website. ⊚ true ⊚ false

460)

A portable on-demand broadcast is called a podcast. ⊚ true ⊚ false

461)

By setting up a website, smaller businesses are walking onto an uneven playing field where they cannot compete with multinational competitors. ⊚ true ⊚ false

462)

Customers who are technologically naive tend to be more trusting of e-commerce websites. ⊚ true ⊚ false

463)

E-mail was not meant to replace formal written correspondence although many companies use it now for correspondence functions. ⊚ true ⊚ false

464)

Most people are perfectly fine with messages that are sent without proofreading or spellchecking them to save time. ⊚ true ⊚ false

151

465)

An important thing to remember about e-mail is that it is sometimes unreliable. ⊚ true ⊚ false

466)

While sending an e-mail for professional purposes, blind copying others is a good way to share information. ⊚ true ⊚ false

467)

Emoticons are the faces created through use of computer keyboard characters and symbols. ⊚ true ⊚ false

468)

Include as many graphics as possible in a fax message to make the message more visually appealing. ⊚ true ⊚ false

469)

Modern businesses rely heavily on the use of the telephone to conduct day-to-day operations and communicate with internal and external customers. ⊚ true ⊚ false

470)

One disadvantage of telephone communication is the lack of face-to-face contact with the customer. ⊚ true ⊚ false

471)

Jargon, slang, and colloquialisms are friendly terms and phrases that make customers smile and should be used often. ⊚ true ⊚ false

152

472)

When you fail to use good grammar in your communication, you may be perceived as lazy or uneducated. ⊚ true ⊚ false

473)

You should eliminate distractions by not eating, drinking, chewing gum, talking to others, or handling other tasks while on the phone with a customer. ⊚ true ⊚ false

474)

A key to using voice mail effectively is to maintain a consistent outgoing message. ⊚ true ⊚ false

475)

Telephone tag is frustrating, but it lets the customer know that you haven’t forgotten about them and are trying to resolve their issue. ⊚ true ⊚ false

476)

A good rule of thumb is to return calls left on voice mail within 72 hours. ⊚ true ⊚ false

477)

Which statement about call centers in the United States is accurate?

A) Call-center functions have largely been returned to the U.S. from countries like India and Mexico.

B) Call-center functions have largely been brought back in-house from third-party companies that specialize in call-center operations.

C) There has been some shrinkage in the number and size of call centers due to the rise in self-service web or speech recognition technologies.

D) Call centers have replaced instant messaging as the technology of choice for resolving the complaints of younger customers.

153

478)

Which generational cohort makes up one-fourth of the population and spends over $200 billion a year?

A) Baby boomers B) Millennials C) Gen X D) Gen Z

479)

________ provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

A) Automatic call distribution systems B) Automated attendant systems C) Interactive kiosks D) Internet telephony

480)

Which statement best defines an automatic call distribution system?

A) It refers to a form of caller identification system similar to home telephone caller ID systems.

B) It refers to a system that integrates a representative's computer and phone to facilitate the automatic retrieval of customer records and other information needed to satisfy a customer's needs and requests.

C) It refers to a telecommunications system used in call centers and customer care facilities to capture incoming calls and route them to available service providers.

D) It refers to a voice recognition computer mechanism that queries survey respondents with questions and stores their responses.

481)

Which statement about an automated computer telephone interview is true?

A) It is typically built around an advanced interactive voice response technology along with voice broadcasting technology.

B) Customers are left with no option but to be interviewed by an automated process of questioning.

C) Customers are left with no option but to be interviewed by a representative of the organization.

D) It involves spamming to send unsolicited and indiscriminate bulk messages to various customers.

154

482)

The automatic number identification system allows companies to________ A) access highly confidential information about customers.

B) conduct automated phone surveys of customers.

C) identify customers by their country or area code.

D) bypass and disregard customer complaints and phone calls.

483)

Which statement about the use of facsimile (fax) machines is accurate?

A) Fax technology has replaced traditional telephone calling.

B) Faxes can only be sent from fax machines.

C) Fax requires the use of a modem.

D) No one uses fax technology anymore.

484)

What is a function of customer relationship management software?

A) call quality monitoring and recording B) coordinated transfer, where a caller can be passed to another representative along with the data populated on a service representative's computer screen C) transport graphics and text messages as electronic signals via telephone lines D) automatically maintain a detailed audit history on customer accounts, transactions, and individual events

485)

________ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.

A) Internet telephony B) Intelligent callback technology C) Instant messaging D) Media blending

486)

A(n)________ allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer.

A) electronic mail system B) screen pop-up C) facsimile system D) interactive kiosk

155

487)

________ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminate bulk messages.

A) Robocalling B) Blogging C) Spamming D) Media blending

488)

________ allows someone browsing the Internet to click on words or phrases, enter his or her phone number, and continue browsing.

A) Internet callback technology B) Internet telephony C) Media blending D) Predictive dialing system

489)

________ allows a system to recognize keywords or phrases from a caller, which are incorporated into a voice response system.

A) Speech recognition B) Screen pop-up C) Voice over Internet Protocol D) Digital display

490)

________ technology involves using hardware and software delivered over a network, such as the Internet, allowing users to store and access data without having to pay for additional equipment or infrastructure.

A) Cloud computing B) Online information fulfillment C) Internet call-back D) Voice over Internet Protocol

156

491)

Which statement about social media is accurate?

A) It is considered to be the most expensive means of getting information out.

B) It is currently the least preferred medium of marketing for companies.

C) It always leaves a negative impact on the company's image since employees discuss their job, talk about issues, and vent their frustrations.

D) It provides a wealth of opportunity for companies that want to share their message about products and services with the world.

492)

Which social networking website is a real-time short messaging service which provides a great vehicle for checking customer reactions to a commercial or product rollout?

A) Pinterest B) YouTube C) LinkedIn D) Twitter

493)

________ 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

494)

________ are informational or discussion websites that contain articles or comments posted chronologically on the web.

A) Podcasts B) Wikis C) Blogs D) RSS feeds

157

495)

What is a distinct advantage of using technology in organizations?

A) Information and services can be provided on demand to customers and a worldwide customer base can be developed.

B) By adopting superior technology, organizations do not face any challenges during a low-unemployment period.

C) With the advent of technology, employees are seldom required to be trained or retrained.

D) Staying on top of competition with technology is relatively inexpensive and costeffective.

496)

What is a benefit that technology brings to employees?

A) It reduces staff costs and overhead.

B) It frees them from mundane tasks.

C) It frees them from reassignment or dismissal.

D) It reduces their stress levels.

497)

What is a potential disadvantage of technology for an employee?

A) It increases staff costs.

B) It increases the number of mundane tasks.

C) It increases the overhead related to employees.

D) It requires new training and skills.

498)

When communicating with a customer via e-mail, you should________ A) use lengthy and detailed sentences B) rely on e-mail for both formal and informal correspondence C) use jargon, slang, and emoticons to set a friendly mood D) use both upper and lowercase letters

499)

Which technique helps to create a positive telephone image?

A) End the call abruptly since it is essential to respect the customer's time.

B) Use a canned or mechanical presentation to gain the customer's attention.

C) Adopt a defensive approach when the customer gets unreasonable.

D) Continually evaluate yourself since you are your own best critic.

158

500)

Which strategy should be adopted for successfully providing effective customer service over the telephone?

A) Always address customers using their first name.

B) Always ask open-end questions to clarify or verify information.

C) Always answer a phone call by the third or fourth ring.

D) Multitask while attending to customers on the telephone to save time.

501)

Which strategy should be adopted when effectively using voice mail?

A) Keep your outgoing message current.

B) Refrain from stating your name or expected availability.

C) Initiate telephone tag to let the customer know you are working for them.

D) Wait at least two business days before responding to voice mail messages.

502)

What are the types of phone numbers that companies provide for their customers to call the organization to place orders, get information, or receive service?

503)

List any five functions performed by customer relationship management software.

504)

List any five approaches to help reassure your customers about security of your technology.

159

505)

Explain the usage of e-mail in today's context compared against what it was originally designed to accomplish.

506)

List four advantages of telephone communication.

160

Answer Key Test name: chapter 9 1) FALSE

To say that technology has permeated almost every aspect of life in most developed countries would be an understatement. With the number of Internet users continuing to climb throughout the world, it is no wonder that online sales of products and services continue to rise.

2) FALSE

Millennials tend to view e-mail and personal computers as old technology. They instead opt for smartphones, tablets, and mobile applications for entertainment, shopping, and to communicate.

3) FALSE

Organizations are employing fee-based 900 numbers through which customers and others can call for information and service (e.g., computer technical support). Such numbers are pay-asyou-go, with the caller incurring a per-minute charge for service from the telephone company and/or a flat fee from the organization for services rendered.

4) TRUE

In the past, operations that used technology were seen as labor-intensive (because of the need to maintain and operate equipment) and behind-the-scenes or “back-office” functions. They were not viewed as a strategic initiative related to the overall operation of the organization.

5) TRUE

The influence of technology-based applications is so significant in terms of dollars that organizations doing business with them have been labeled electronic commerce (e-commerce) businesses or websites.

6) TRUE

A help desk is a support center in which service providers are trained and assigned to assist customers with information, questions, problems, or suggestions.

7) TRUE

Automated attendant systems can be used to provide prerecorded responses to frequently asked questions (FAQs) and to route callers to specific representatives or other employees and departments. These are the machines that customers encounter.

8) TRUE

161

Websites provide organizations with a valuable tool for presenting a “face” to the entire world.

They are a component of an organization’s professional brand. One key to website effectiveness is recognition and connections. People must know about the organization and be able to find its website to access information on it.

9) TRUE

A portable on-demand broadcast is called a podcast. Podcasts are a form of digital media through which audio, video, PDF, or electronic publications (ePub) files are delivered in a series, similar to a television series.

10) FALSE

Setting up a website allows organizations to become known and develop a worldwide customer base while helping to equalize the playing field with multinational and distant competitors. This is because, on the Internet, visitors do not know how many employees or buildings and how much money an organization has when they view a website.

11) FALSE

Customers, especially those who are technologically naive, have a level of distrust and paranoia related to giving information via the Internet and over the phone to unsolicited callers.

12) TRUE

E-mail was not originally intended to replace formal written correspondence, although many organizations now use it to send things like attached correspondence and receipts.

13) FALSE

Checking your message before sending an e-mail may help prevent damage to your professional image. This is especially true when writing customers because you are representing your organization.

14) TRUE

An important thing to remember about e-mail is that it is sometimes unreliable. Many people do not check their e-mail regularly, especially if they use free e-mail accounts offered by yahoo.com or gmail.com.

15) FALSE

Most e-mail systems allow you to send a copy to someone without the original addressee knowing it (a blind courtesy copy, or bcc). Use blind courtesy copies sparingly. If the recipient becomes aware of the bcc, your actions might be viewed as suspicious and your motives brought into question.

16) TRUE 162

Emoticons (emotional icons) are humorous characters that send visual messages such as smiling or frowning. They can be created with various strokes of the computer keyboard characters and symbols.

17) FALSE

If graphic images are unnecessary to clarify written text, eliminate them. They waste the receiver’s printer cartridge ink, tie up the machine unduly, and can irritate your receiver.

18) TRUE

Effective use of the telephone saves employee time and effort. Modern businesses rely heavily on the use of telephones to conduct day-to-day operations and communicate with internal as well as external customers.

19) TRUE

Although there are many advantages of telephone customer service, lack of face-to-face contact with the customer is a potential disadvantage of telephone communication.

20) FALSE

Technical jargon, slang, and colloquialisms can distort your message and detract from your ability to communicate effectively. This is especially true when your recipient speaks a language other than your native language.

21) TRUE

Good grammar helps project a positive, competent image. When you fail to use good grammar in your communication, you may be perceived as lazy or uneducated.

22) TRUE

Do not eat food, chew gum, drink, talk to others, read (unless for the purpose of providing the customer with information), or handle other office tasks (e.g., filing, stapling, stamping, sealing envelopes, or using the computer) while on the phone unless you are checking information for the customer on the line and with his or her permission.

23) FALSE

A key to using voice mail effectively is to keep your outgoing message current, indicating your availability, the type of information the caller should leave, and when the caller can expect a return call.

24) FALSE

Telephone tag is frustrating and a waste of valuable time. It results in a loss of efficiency, money, and, in some cases, customers.

163

25) FALSE

A key to effective voice mail usage is to retrieve your calls and return them as soon as possible.

Usually within 24 hours, or by the next working day, is a good guideline for returning calls.

26) C

One factor that has contributed to the shrinkage in the number and size of call centers is the rise in self-service web or speech recognition technologies that allow customers to place their own orders and access information without contacting a customer care representative.

27) B

People are using their smartphones and other electronic mobile applications, devices, and computers to surf the Internet and place orders. This is especially true of younger consumers, especially members of the millennial generation, who make up one-fourth of the U.S. population and spend over $200 billion a year.

28) B

Automated attendant systems can be used to provide prerecorded responses to frequently asked questions (FAQs) and to route callers to specific representatives or other employees and departments.

29) C

An automatic caller distribution system routes incoming calls to the next available agent based on number called, time of day, caller ID, or caller-selected codes.

30) A

Automated computer telephone interviews allow organizations to conduct automated phone surveys of customers. Programs are typically built around advanced interactive voice response (IVR) technology along with voice broadcasting technology.

31) C

The Automatic Number Identification (ANI) (pronounced "Annie") is a form of caller ID like that on many home telephones. It allows customers to be identified by their country/area code and have their calls directed appropriately before an agent talks to them.

32) C

A facsimile (fax) machine allows users to transport graphics and text messages as electronic signals via telephone lines or from a personal computer equipped with a modem.

33) D

164

Customer relationship management (CRM) software systems are designed for use by organizations to assist their marketing, sales, and service professionals to better manage their relationship with current and potential customers by providing a database function for storage and retrieval of information about customers, products, and services.

34) C

Instant messaging is a communication technology that allows people to type messages back and forth and see the other person’s message as soon as it is sent. They can then respond quickly as if having a conversation over the telephone.

35) D

An interactive kiosk or digital display allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer. These computer terminals have customized software and hardware and are set up in a public area where users can interact with a screen display.

36) C

Spam or spamming refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminate bulk messages to people. Spamming by unscrupulous people and organizations has given e-mail advertisers in general a bad reputation.

37) A

Internet callback technology allows someone browsing the Internet to click on words or phrases (e.g., Call me), enter his or her phone number, and continue browsing. This triggers a predictive dialing system and assigns an agent to handle the call when it rings at the customer’s end.

38) A

Speech- or voice-recognition programs allow a system to recognize keywords or phrases from a caller. These systems can be used for routing callers to a representative and for retrieving information from a database.

39) A

Cloud computing is technology that allows for remote storage of a user’s data, which can then be accessed through a web browser using a mobile application on the user’s tablet, mobile device (e.g., smartphone), laptop, or computer. From a cost perspective, it provides a means for individuals and organizations to access service and products without having to pay for additional equipment and infrastructure for the storage and operation of data and applications.

40) D

165

Users connect on various social and media sharing sites for a variety of reasons. This potentially provides a wealth of opportunity for companies that want to share their message about products and services with the world since there are hundreds of millions of visitors to these websites each year.

41) D

Twitter is a real-time, short messaging service that works with a variety of communication networks and electronic devices. It is a great vehicle for checking customer reactions to a commercial or product rollout, asking for ideas, or gathering information regarding other organization-sponsored events or activities.

42) B

Texting is the process of someone typing and sending a brief electronic message to another person over a phone network using a mobile phone or fixed or portable device.

43) C

Blogs are chronological “diaries” that allow bloggers and those within organizations to provide updates, product or service commentary, and information and graphics or video to internal and external customers in the form of posts.

44) A

One advantage of technology is that information and services can be provided on demand to customers. Often, many customers can be served simultaneously through the telephone, fax, and so on. The challenge for organizations is to have well-maintained, state-of-the-art equipment with trained, qualified, competent, and customer-oriented people to operate it.

45) B

Technology brings many benefits to employees. The greatest benefit is that it frees them from mundane tasks such as taking information and mailing out forms, information, or other materials.

46) D

New technology requires new training and skills. Some people have difficulty using technology and are not able to master it. This in turn can lead to reassignment or dismissal.

47) D

With e-mail, writing a sentence or message in all-capital letters is like shouting at a person and could offend or cause relationship problems.

48) D

166

Continually evaluate yourself. You are your own best critic. From time to time, think about your conversation—what went well, what could have been improved.

49) C

You communicate a lot by the way you handle a phone call. One tip for success is to always answer by the third or fourth ring. This sends a nonverbal message to your customers of your availability to serve them.

50) A

A key to using voice mail effectively is to keep your outgoing message current, indicating your availability, the type of information the caller should leave, and when the caller can expect a return call.

51) Short Answer

Most organizations have 800 and 888 numbers that are usually free that customers can use to call the organization to get information, place orders, receive service, and for a variety of other functions. The fee-based 900 numbers are pay-as-you-go with the caller incurring a per-minute charge for service from the telephone company and/or a flat fee from the organization for services rendered.

52) Short Answer

Customer relationship management systems perform functions that include capturing contact information; tracking suppliers and vendors; monitoring sales, returns, deadlines, and other important dates; developing e-mail/direct-mail lists; logging correspondence, setting follow-ups and alerts, and recording comments; maintaining a detailed history on customer accounts, transactions, and individual events; attaching files to event or customer records; and generating event-related invoices and tracking payments.

53) Short Answer

Avoiding customer concerns is often as simple as communicating effectively. The following approaches help reassure your customers about the security of technology: - Emphasize the organization policy on security and service - Stress any participation in consumer watchdog or community organizations - Direct customers to areas on your website that shows your digital certificate or security level - Point out any website page that shows organization's history - Ask only for pertinent information - Answer questions quickly and openly - Offer other options for data submission - If calls are recorded, remind the customer of this, and point it out as an added layer of security - Explain how personal information will be used or stored

167

54) Short Answer

E-mail was designed as an inexpensive, quick way to communicate via the World Wide Web. Email was not intended to replace formal written correspondence, although many organizations now use it to send things like attached correspondence and receipts and to notify customers of order status, to gather information needed to serve a customer, and for other business-related issues.

55) Short Answer

Even though there are some disadvantages to telephone communication (e.g., lack of face-to-face contact with the customer), there are many advantages. Some of the advantages follow: - Convenience - Ease of communication - Economy - Efficiency

Chapter 10 Student name:__________ 507)

The most important thing to remember about trust is that, without it, you do not have a customer service relationship. ⊚ true ⊚ false

508)

Customer brand loyalty is not rational, but rather driven by emotions. ⊚ true ⊚ false

509)

Customer brand loyalty describes the tendency of customers to return to an organization because of the service they receive. ⊚ true ⊚ false

510)

Technological advancement has failed to impact customer loyalty. ⊚ true ⊚ false

168

511)

When customers line up for hours waiting for the release of Apple’s new iPhone, they are demonstrating customer brand image. ⊚ true ⊚ false

512)

Even when you win trust and achieve customer satisfaction, the customer relationship is very fragile. ⊚ true ⊚ false

513)

One of the biggest mistakes any service provider can make is to deny accountability in dealing with the customer. ⊚ true ⊚ false

514)

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. ⊚ true ⊚ false

515)

To create a social bond with customers, treat customers as a number, or one in a series rather than as individuals. ⊚ true ⊚ false

516)

A simple way of accomplishing individualized service is to ask what else the customer would like or prefer. ⊚ true ⊚ false

517)

In B2B, customers are often companies. ⊚ true ⊚ false

169

518)

Short-term customer relationships are the ones that sustain organizations. ⊚ true ⊚ false

519)

Customer relationship management is a crucial element of customer loyalty. ⊚ true ⊚ false

520)

A channel partner is the relationship between two organizations in which they are able to build a larger and stronger competitive presence. ⊚ true ⊚ false

521)

By effectively managing channel partner relationships, retail and service pricing can be kept down. ⊚ true ⊚ false

522)

A simple way to demonstrate responsiveness is to attend to customer needs promptly. ⊚ true ⊚ false

523)

Use closed body language and few verbal cues to let customers know you are glad they have chosen your organization. ⊚ true ⊚ false

524)

A subtle way to show your ability to adapt to customer needs is by quickly learning and mastering new technology systems to respond to the customer more efficiently. ⊚ true ⊚ false

170

525)

Core values are a set of standards which guides the conduct of all employees to maintain a positive customer relationship. ⊚ true ⊚ false

526)

Initiative applies only to external customer situations. ⊚ true ⊚ false

Projecting a positive personal image is a crucial element in communicating an “I care” attitude to customers. ⊚ true ⊚ false

527)

528)

Glenda saw the angry customer coming towards the service desk. The customer was carrying an open box with a broken vase in it. Finally, the customer reached the desk, slammed the box down, and demanded a refund. This is what Jan Carlzon called the moment of truth. ⊚ true ⊚ false

529)

Building a good customer service relationship in order to increase customer satisfaction is valuable because it can lead to repeat business. ⊚ true ⊚ false

530)

An effective approach to increasing sales is to focus on the features of a product or service and not the benefits. ⊚ true ⊚ false

171

531)

A customer's perception of quality service is often one of the prime reasons for his or her return. ⊚ true ⊚ false

532)

True customer loyalty tends to come about as a result of________.

A) the very first customer-provider encounter B) the rewards customers gain from special promotions, sales or loyalty programs C) an organization’s concerted, ongoing efforts to meet customer expectations and needs D) a customer encounter in which a problem or complaint was resolved

533)

In recent years, the concept of expert recommendation changed dramatically for many consumers. For instance, for millennials, the definition of “expert” has now shifted to________.

A) only individuals with professional credentials B) experienced customer service representatives C) only individuals with strong academic credentials D) potentially anyone with firsthand experience

534)

Which statement best defines customer satisfaction as defined in the text?

A) It refers to a five-step process for creating contingency or backup plans to better serve customers when problems arise or things do not go as expected.

B) It refers to any formula used to calculate the cost of acquiring a new customer or replacing a current one.

C) It refers to a term that is used to describe how well an organization is doing in providing products and services that meet or exceed a customer's needs and expectations.

D) It refers to the process of a customer switching between products or companies, often simply to get a better price, contract, rebate, or warranty.

172

535)

Which strategy should be adopted to successfully build trust?

A) Refrain from accepting ownership of any mistake as it projects poor performance of the organization.

B) Refrain from making any eye contact while attending to the customer.

C) Offer special incentives to attract new customers rather than focusing on current customers.

D) While communicating with the customer, project positivity and enthusiasm.

536)

Tyler, a customer care executive, receives an order of 25 personal computers from a customer who wants the computers delivered to him in two days. Tom needs to inform the customer that there will be a delay in shipping goods in bulk in such a short span of time. In order to maintain trust, Tom should________.

A) update the customer only when they inquire about the delay in the shipment B) update the customer regarding the delay as per his own convenience C) update the customer regularly and keep the customer informed of any further delay D) update the customer only when he or she raises a complaint regarding non-receipt of goods

537)

What is an easy way to show respect to customers?

A) When addressing a customer, always 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.

538)

Which statement identities the best strategy for dealing with customer complaints?

A) Customers who have complained are likely lost to your organization, so cut your losses and ignore them.

B) Organizations should always hesitate to ask for feedback because it will likely not be good.

C) Browse company blogs and websites and remove any negative posting or customer complaints.

D) You cannot fix what you do not know is broken. Ask for customer input and act upon it.

173

539)

Which action is a shortsighted view of customer interactions?

A) A company views customers from a relationship standpoint.

B) A customer service representative strives to employ as many positive relationship building skills as possible.

C) A company views customer interactions from a long-term perspective.

D) After a customer calls or comes in and service is provided, the company assumes the customer no longer needs attention.

540)

What is an example of fostering poor customer relationships?

A) waiver of transaction charges charged by financial institutions B) complementary air and water for vehicles at gas stations C) complementary Wi-fi Internet access to customers in a hotel D) restocking fees charged by online retailers for returned items

541)

Identify the true statement about customer relationship management.

A) It enhances customer loyalty due to pricing and product service offerings that meet current customer needs.

B) It increases marketing costs because direct mail, follow-up, and other customer recruitment activities are increased.

C) It decreases return on investment (ROI) because marketing fails to target specific customer needs.

D) It increases the need to obtain new customers through marketing because current customers are not aware of offerings.

542)

Which category of channel partners includes organizations that are intricately meshed with another company's internal operations?

A) indirect B) transactional C) strategic D) tactical

174

543)

The________ type of channel partnership involves signing agreements through which one organization creates a long-term alliance with another organization to brand, develop, or produce each other's products or services.

A) indirect B) tactical C) transactional D) strategic

544)

Amazon.com, retail stores, and car repair are examples of which type of channel partner?

A) strategic B) transactional C) direct D) tactical

545)

Which statement below is most appropriate to use when you want to show appreciation to a customer?

A) “That color really looks good on you.”

B) “That is a beautiful tie.”

C) “It's nice to see you this morning, thank you for waiting.”

D) “Are you feeling OK?”

546)

Which action is an example of ethical behavior?

A) reporting a theft carried out by another employee B) misleading a customer about warranty coverage in order to make a sale C) providing or substituting an expensive product for an inferior one D) providing nonstandard parts, but charging for factory parts

547)

What is the first step in the planning process model?

A) Evaluate the situation.

B) Examine the situation.

C) Identify alternatives.

D) Set a goal.

175

548)

Neveen came to the conclusion that she had two options for her customer: replace the product with a similar one at no extra charge, or refund the customer’s money. She decided to refund the money. Neveen is at which step in the planning process model?

A) Select the best alternative.

B) Create an implementation plan.

C) Examine the situation.

D) Evaluate the situation.

549)

After his customer explained the problem with the blender he purchased, Henry discussed with his manager whether he should replace it on the spot, offer to send it off for repair, or refund the money. Henry is in which step of the planning process model?

A) Create an implementation plan.

B) Set a goal.

C) Identify alternatives.

D) Evaluate alternatives.

550)

________ is the instance in which a customer connects with a service provider or some other aspect of an organization.

A) Phase One B) Customer entry C) Contact point D) Customer linkage

551)

The concept of under-promise and over-deliver refers to________ customer expectations.

A) failing to meet B) creating C) disregarding D) exceeding

552)

Looking for opportunities to generate small talk about nonbusiness-related matters with customers describes which type of customer encounter?

A) Establish rapport.

B) Identify customer needs.

C) Satisfy customer needs.

D) Offer a channel partner.

176

553)

The prime objective of following up with customers is to________.

A) let them know you have not forgotten them and appreciate their business B) trick them into remaining loyal to your company C) establish a close personal friendship with each and every customer D) hand off responsibility to the customer for any service breakdowns

554)

Which of these is the best tip to handle customers effectively?

A) Only ask closed-end questions to determine the customer's needs.

B) Treat as many customers as possible simultaneously to cater to all their needs.

C) Strive to provide exceptional service to win over the customer.

D) Get to know only those customers who wish to foster a long-term relationship.

555)

Which strategy helps provide quality service to customers?

A) Always address the customer using their first name.

B) Stay aware of the competition and the products offered by the competitor.

C) Focus on features of a product or service rather than its benefits.

D) Deny accountability while attending to the customer.

556)

________ is a systematic approach to identify and quantify the best practices in an organization in order to make improvements in effectiveness and efficiency.

A) Customer retention model B) Customer relationship management C) Total quality management D) Planning process model

557)

List any five ways to show respect to customers.

177

558)

List the components in the customer relationship management process.

559)

Describe the five steps of the planning process model.

560)

List any five tips that would help employers/employees provide quality customer service and enhance customer satisfaction.

561)

Discuss the importance of the customer's perception of quality customer service.

178

Answer Key Test name: chapter 10 1) TRUE

Lasting customer relationships are built on trust! The most important thing to remember about trust is that, without it, you have no relationship.

2) TRUE

Customer brand loyalty is an emotional rather than a rational thing. Each time there is contact at a touch point where the customer and provider come together, there is opportunity for further cementing the customer relationship and loyalty, or driving a wedge between the customer and organization due to failure to meet expectations or needs.

3) TRUE

Customer loyalty is a term used to describe the tendency of customers to return to a product or organization regularly because of the service and satisfaction they receive.

4) FALSE

Customer loyalty has been impacted to some degree by the advent of mobile and other types of electronic communication devices that allow consumers to easily find a way to provide feedback on products and services to others and to reach out for information that helps them make a buying decision.

5) FALSE

Apple has created a customer following that anticipates its next edition of just about every one of its products. They are often willing to camp outside its stores the day of a scheduled product release. This demonstrates customer brand loyalty.

6) TRUE

It is easy to destroy trust quickly; an inappropriate tone, a missed appointment, failure to follow through on a promise, a lie, and a misleading statement or information to a customer are just some of the ways you can sabotage this relationship.

7) TRUE

One of the biggest mistakes any service provider can make is to deny accountability in dealing with the customer. When you or your organization, or the products or services it sells, cause customer inconvenience, loss, or dissatisfaction, take responsibility immediately, apologize, and work toward an acceptable resolution with the customer.

8) TRUE

179

It is important to trust your customers. One of the most common mistakes service providers make in dealing with customers who have a complaint or problem is to verbally acknowledge and agree, but nonverbally send a message of skepticism.

9) FALSE

To create a social bond with customers, you will need to take time to get to know your regular customers and serve them individually. Treating customers as individuals and not as a number or one in a series is a very important step in building rapport and loyalty.

10) TRUE

A simple way of accomplishing individualized service is to ask what else the customer would like. For example, a server at a restaurant might ask such a question and the customer might respond, “Do you have any (item)?” An appropriate response from the server would be to cheerfully retrieve the item for the customer right away, or offer an alternative if the item is not available.

11) TRUE

With B2B (business-to-business), customers are often companies. This makes managing customer relationships more difficult.

12) FALSE

Customer retention is the ongoing effort by an organization to meet customer needs and desires in an effort to build a long-term relationship. Long-term customer relationships (customer retention) are the ones that sustain organizations.

13) TRUE

Customer relationship management (CRM) is the concept of identifying customer needs; understanding and influencing customer behavior through ongoing communication strategies in an effort to acquire, retain, and satisfy the customer. CRM is a crucial element of customer loyalty.

14) TRUE

Relationships with channel partners is a key component for managing customer loyalty. A channel partner is the relationship of two organizations in which they are able to build a larger and stronger competitive presence.

15) TRUE

Channel partner relationships can help gain access to new business opportunities at lower costs, without having to merge or acquire more assets and employees. This means that retail and service pricing can sometimes be reduced.

180

16) TRUE

A simple way to demonstrate responsiveness is to attend to customer needs promptly. If you get an e-mail or voice mail message, respond to it immediately, if possible. If you have face-to-face customer contact, greet customers quickly even if you are busy with someone else.

17) FALSE

Be enthusiastic. Use open body language, vocal cues, and gestures to let your customers know that you are glad they have chosen you and/or your organization.

18) TRUE

A subtle way to show your ability to adapt relates to technology. By quickly learning and mastering new technology systems provided to you by the organization, you can respond faster and more efficiently to customer needs. If you cannot match customers’ expectations, or at least demonstrate knowledge and effectiveness in using technology, you might frustrate them.

19) FALSE

A code of ethics is a set of standards, often developed by employees, that guide the conduct of all employees. By having a written standard of conduct, organizations demonstrate to customers that they are concerned for their welfare.

20) FALSE

Initiative does not only apply to external customer situations. What you do around your boss and coworkers (internal customers) also sends powerful messages about you.

21) TRUE

Projecting a positive personal image—through manner of dress, knowledge, appearance of your work area, and your mental attitude—is a crucial element in communicating an “I care” image to customers and potential customers. By paying close attention to such factors, you are better positioned to establish and maintain a strong customer relationship.

22) TRUE

A moment of truth is a phrase popularized by Scandinavian Airlines System President Jan Carlzon in his popular 1987 book of the same name. It is defined as any instance when a customer comes into contact with any element or representative of an organization.

23) TRUE

By providing a personal, professional strategy, you can help ensure that customers return. This is because building good relationships in order to increase customer satisfaction is valuable—it can lead to repeat business—the key to keeping a business productive and profitable.

181

24) FALSE

An effective approach to increasing sales used by most salespeople is to focus on describing how a customer benefits from a product or service rather than what it does. Benefits help paint an image of how he or she will gain something by using the product or service.

25) TRUE

A strategy for helping to increase customer loyalty relates to the quality of service you and your organization provide. A customer's perception of quality service is often one of the prime reasons for his or her return.

26) C

True customer loyalty stems from an organization’s concerted, ongoing efforts that are part of its strategic goals to meet and exceed the expectations and needs of its customers.

27) D

In the case of millennials (people born between 1981 and 2000) “… the definition of ‘expert’—a person with the credibility to recommend brands, products, and services—has shifted from someone with professional or academic credentials to potentially anyone with firsthand experience, ideally a peer or close friend.”

28) C

Even when you win trust and achieve customer satisfaction, the customer relationship is very fragile. Customer satisfaction refers to a marketing term that is used to describe how well an organization is doing in providing products and services that meet or exceed a customer's needs and expectations.

29) D

As you communicate, project your feelings and emotions by being positive and enthusiastic. Let customers know that you are human and approachable. Also, communicate frequently and keep customers informed.

30) C

Communicate frequently and keep customers informed. This is especially important when a problem has occurred or they are awaiting a product or service that has been delayed. If you fail to update them regularly, they may become frustrated and believe that you are lying or trying to hide something from them.

31) B

182

One easy way to show respect to customers includes not talking when the customer begins to speak.

32) D

By taking the time to ask for customer input and actually listening to what he or she has to say, and then acting appropriately upon those comments, you can solidify a bond and further enhance the customer’s level of trust in you. You cannot fix what you do not know is broken.

33) D

Typically, many service providers look at customer interactions from a short-term perspective.

They figure that a customer calls or comes in (or they go to the customer), they provide service, and then the customer (or the service provider) goes away. This is a shortsighted viewpoint in that it does not consider the long-term implications.

34) D

Many organizations and industries seem to forget the value of fostering solid customer relationships. They often treat existing customers poorly or not as well as newly acquired ones.

Examples include restocking fees charged by online retailers for returned items.

35) A

Direct benefits of going above customer expectations include enhanced customer loyalty, elevated profitability due to increased sales, customer referrals, and longer customer retention during life cycles.

36) D

The tactical category of partners includes organizations that are intricately meshed with your company's internal operations. Examples of such arrangements include mobile phone service providers that use retail outlets (e.g., Best Buy or mall kiosks) that display and sell products.

37) D

The strategic type of channel partnership involves signing agreements through which one organization creates a long-term alliance with another organization to brand, develop, or produce each other's products or services. As example of this is code sharing that takes place between airlines. For example, two different airlines can sell seats on a single plane under their own individual flight numbers.

38) B

183

Transactional or indirect type of organization provides a distribution outlet or link for your company's products and services. Examples of transactional partners are online websites (e.g., amazon.com and overstock.com), retail stores, or service providers (e.g., plumber, laundry, pest control, masseuse/masseur, and car repair).

39) C

Show appreciation to customers with phrases such as: “Thank you for coming to (organization)."

"It's nice to see you this morning." "You have been very patient while I assisted the previous customer. Thank you."

40) A

Monitoring and helping correct improper behavior is a personal choice based on your values and beliefs. You cannot control how other people act, but you can control how you act. When an employee reports a theft carried out by another employee, this is an example of ethical behavior.

41) D

The planning process model is a five-step process for creating contingency or backup plans to better serve customers when problems arise or things do not go as expected. The first step in the planning process model is to set a goal.

42) A

After identifying alternatives in the planning process model, one must select the best alternatives.

Do not forget to measure this choice against the criteria established earlier in the planning process model.

43) C

After examining and evaluating the situation, the next step in the planning process model involves identifying the alternatives. Meet with peers and supervisors or team leaders to develop a list of alternatives, and consider the advantages and disadvantages of each option.

44) C

Every time you encounter a customer in person, through technology, or over the phone, you have an opportunity to provide excellent service. Some companies call a service encounter the moment of truth or refer to them as contact points, in which the customer comes into contact with some facet of the organization.

45) D

184

Many terms are used to describe the concept of exceeding expectations—knock-their-socks-off service, positive memorable customer experiences, E-plus service, customer delight, dazzling service, fabled service, stellar customer service, and five-diamond or five-star service. All these phrases have in common the concept mentioned before of going above and beyond customer expectations—under-promise and over-deliver.

46) A

Customers react to and deal effectively with employees whom they perceive as likable, helpful, and effective. When you look for opportunities to generate small talk about nonbusiness-related matters, you help to establish rapport. When something goes wrong, people who feel a kinship with service providers typically give higher ratings on the relationship-rating point scale than people who do not feel this connection.

47) A

Follow-through is a major factor in obtaining repeat business. The prime objective is to let them know that you have not forgotten them and appreciate their business and support.

48) C

Do not just provide service; provide exceptional service. Provide additional information, offer suggestions that will aid the customer, send articles that may be of interest, follow up transactions with calls or letters to make sure that needs were met.

49) B

Stay abreast of what other, similar organizations are offering in order to counter comments about them. Staying aware of the competition has the additional benefit of helping you be sure that you can describe and offer the products, services, and features of your organization that are comparable to those being offered by others.

50) C

Total quality management is a systematic approach to identify and quantify the best practices in an organization in order to make improvements in effectiveness and efficiency. It is a term used in many industries and by manufacturers to label the goal of improvement.

51) Short Answer

185

Some easy ways to show respect to the customer include the following: - Address customer by his or her last name or title - Stop talking when the customer begins to talk - Take time to address the customer's question - Return calls or e-mails within reasonable amount of time - Show up on time for scheduled meetings - Do what you promised to do, and do it right the first time.

52) Short Answer

There are a number of components in the CRM process: - Operational (involving sales and service representatives).

- Relational/Collaborative (involving interaction with customers through such means as e-mail).

- Technological Web pages and automated voice response, or AVR, systems.

- Analytical (involving analyzing customer data for efforts like marketing and financial forecasting).

53) Short Answer

The planning process model is a five-step process for creating contingency or backup plans to better serve customers when problems arise or things do not go as expected. The steps are: - Set a goal.

- Examine and evaluate.

- Identify alternatives.

- Select best alternatives.

- Create implementation plan.

54) Short Answer

To provide quality customer service employers/employees should: - Pay attention.

- Know your customers.

- Deal with one customer at a time.

- Give customers special treatment.

- Handle complaints effectively.

- Sell benefits, not features.

- Know your competition.

- Do the unexpected.

55) Short Answer

186

A customer’s perception of quality service is often one of the prime reasons for his or her return.

The quality of service that is experienced by your customer will affect how they view your product or service. Although much is written these days about quality, it is not merely a fad.

Quality service involves effort and activities by the organizations that are done well and exceed the expectations of the customer.

Chapter 11 Student name:__________ 562)

Improving your time management may improve your job performance, but it can hinder your ability to serve customers. ⊚ true ⊚ false

563)

The amount of time you have available for each customer affects how you interact with them. ⊚ true ⊚ false

564)

In order for time management techniques to be beneficial, they must free up chunks of time of at least ten minutes. Smaller amounts of time are too short to be useful. ⊚ true ⊚ false

565)

Time can move quickly or slowly, depending on the circumstances and whether you view an event as positive or negative. ⊚ true ⊚ false

187

566)

When Trace is at the doctor’s office, he’s often bored while he waits to be called back.

Recently, his doctor’s office set up a television in the waiting room that plays informational videos about health. Although Trace must wait the same amount of time as he has in the past, he will likely will find that the time seems to move quicker now that the television has been added. ⊚ true ⊚ false

567)

Prioritizing time can reduce the need for crisis management. ⊚ true ⊚ false

568)

A crisis manager is someone who plans ahead to address issues in order to prevent a situation from escalating into a crisis. ⊚ true ⊚ false

When you are setting priorities and you ask yourself, “What is the best use of my time?” you’re using the judgment standard as your guide. ⊚ true ⊚ false

569)

570)

When setting a priority system, you should remain flexible and use whatever format makes the most sense for that day. ⊚ true ⊚ false

571)

You shouldn’t waste time gathering information or materials until you know for certain you will need them. ⊚ true ⊚ false

188

572)

Time management is an important element with all forms of customer service, not just complaints. ⊚ true ⊚ false

573)

Avoid grouping appointments by time or location because it will not allow you adequate time to devote to each customer. ⊚ true ⊚ false

574)

Technology is needed to stay competitive, but it’s important to use only technology that doesn’t require training so that time isn’t wasted on teaching employees how to use it. ⊚ true ⊚ false

575)

Before you can implement strategies for reclaiming time that is typically wasted during the day, you must evaluate how you use time. ⊚ true ⊚ false

576)

Vivianne has always used the same reports at the end of each week to gain information she needs. When she performs an evaluation of her time, she realizes that the reports are useful and contain the necessary data, but also contain significant amounts of additional data, making it difficult for her to identify the data she needs. She should modify this report to help streamline her process. ⊚ true ⊚ false

577)

If you don’t manage your time outside of work well, A) you must compartmentalize so the issues don’t appear at work.

B) it will likely create problems at work.

C) you can make up for it by managing your time well at work.

D) it is unlikely to be relevant to your performance at work.

189

578)

Fahim has implemented steps to more effectively manage his time at work. As a result, A) the stricter structure of his schedule will likely lead to lower productivity.

B) he will likely have reduced stress in his life.

C) the new and unfamiliar practices will lower his confidence at work.

D) the pressure of the new practices will decrease his quality of life.

579)

What is a frequent consequence of employees working extended overtime?

A) The frequent practice allows employees to perform their responsibilities more quickly.

B) The employees have little time to think before speaking or acting when working with customers.

C) The additional overtime pay means employees are more likely to be cheerful with customers.

D) The employees become more efficient in order to reduce their stress.

580)

Accepting that each person only has a finite amount of time each day to accomplish tasks and to enhance its usage is called A) time perception.

B) time reality.

C) time management.

D) relativity.

581)

Time perception refers to A) the difference between time reality and time need.

B) the manner in which time is viewed as being either polychronic or monochronic.

C) the benefits gained from effective time management.

D) the differences in how two people experience the length of an identical event.

582)

When the mind is engaged in a mental activity, time A) seems to move faster.

B) seems to move slower.

C) seems to move inconsistently.

D) is more likely to trigger impatience.

190

583)

A local diner wants to ensure customers don’t become impatient when waiting for their food. What strategy would most likely be effective?

A) Avoid playing music to minimize noise.

B) Minimize interaction with the table until the food arrives.

C) Place a timer at each table so customers can see exactly how long they’ve been waiting.

D) Leave a simple puzzle on each table for customers to solve while they wait.

584)

Planning events, activities, and tasks on a yearly, monthly, weekly, and daily basis is A) crisis management.

B) relativity.

C) prioritizing time.

D) time perception.

585)

The standards used when setting priorities are judgment, relativity, and A) realistic expectations.

B) resources.

C) preparation.

D) timing.

586)

Shara is tasked with ensuring some paperwork for a client is ready by the end of the week, including running some numbers to include in the paperwork. She also has multiple other assignments due at the same time. Shara knows she has strong organizational skills but is slow at math, and she’s not sure she can do quality work and still hit the deadline. Sabina, one of her coworkers, is quick with math. Shara speaks with her boss, and they all agree that Sabina will run the numbers, and Shara will prepare and organize the papers to ensure the client has exactly what they need by the deadline. Which standard is Shara using as a guide as she sets her priorities?

A) judgment B) relativity C) timing D) rating

191

587)

Maximilian recently started a new job and is still learning the ropes. His boss gives him three tasks that he must have completed by Thursday. What is a logical step for Maximilan to take in order to serve his customers well?

A) He should try to work on all three tasks simultaneously.

B) He should pick one task and focus primarily on it. He will address the other tasks if he has time.

C) He should address the tasks in the order his boss presented them.

D) He should ask a coworker how long each of those tasks should normally take.

588)

What is a benefit of a system in which a customer draws a ticket with a number to alert them of when it is their turn to be served?

A) It prevents the customer from complaining.

B) It clarifies the order of service so customers don’t believe others were served ahead of them.

C) It slows down the flow of customers.

D) It allows service providers to skip eye contact or greeting customers.

589)

Which tip will help you manage time wisely if your customer service role requires travel to client sites?

A) Schedule your appointments to be as short as possible so you can fit in as many clients as possible in one day.

B) Plan visits during non-rush-hour traffic.

C) Spread your appointments across the day to ensure you don’t feel rushed.

D) Avoid using your phone during the day since it can be a distraction.

590)

Eri frequently visits local client sites, so she spends a considerable amount of time driving. What is one way she can use her time well in this situation?

A) Listen to audiobooks or podcasts while she drives.

B) Gather the information needed for the next meeting while in the car.

C) Conduct important client meetings while driving.

D) Always work in pairs so one person can work while the other drives.

192

591)

Cory received information that a customer filed a complaint online, and he has been tasked with contacting the customer to address the complaint. What’s the first thing he should do when calling the number the customer provided?

A) Introduce himself, including the name of the company and his job title.

B) Explain his objectives for the phone call.

C) Ask the customer to restate the details of the complaint so he can build a rapport.

D) Ensure he is speaking with the correct person.

592)

When preparing for a customer service call, you should A) write down your questions in order of importance.

B) set a maximum time length for the call.

C) avoid preparing to ensure you sound natural.

D) practice a few jokes so you can use humor to build a relationship with the caller.

593)

How can customer service providers be abusive in their use of voice mail?

A) They can use voice mail to replace themselves so they don’t have to answer the phone.

B) They can have a message that callers must listen to before they can leave their own message.

C) They can refuse to answer calls when they are meeting with a coworker.

D) They can share a voice mail inbox with teammates.

594)

Irvin’s job requires him to create customer deliverables as well as respond to e-mails from customers. How can he efficiently address his e-mails while adhering to proper e-mail etiquette?

A) He can reply only to top priority e-mails.

B) He can check and reply to all e-mails at the end of the day.

C) He can check and reply to e-mails at scheduled times throughout the day.

D) He can reply to each e-mail as soon as it comes in.

193

595)

The three criteria you should apply when examining your time usage are A) necessity, appropriateness, and efficiency.

B) appropriateness, efficiency, and priority.

C) efficiency, priority, and productivity.

D) priority, productivity, and necessity.

596)

Risako has tracked how she spends her time and is now evaluating her time usage. She realizes that some of the work she has been doing is actually the responsibility of one of her coworkers. Which criteria is Risako using in this evaluation?

A) necessity B) appropriateness C) efficiency D) priority

597)

Name four positive results that can come from effective time management in the workplace.

598)

What factors can influence how we perceive time moving slowly or quickly? Provide three examples of activities that might make time pass slowly and three examples of activities that might make time pass quickly.

599)

Briefly describe the three standards used when setting priorities.

194

600)

Describe a prioritizing system consistent with the guidelines in the text.

601)

Describe three techniques for time management in face-to-face situations and explain why they’re effective.

602)

List four techniques for effective time management when using the telephone.

603)

Before you can implement strategies for reclaiming time that is typically wasted during the day, you must evaluate how you use time. After you have measured the time you spend on tasks, you can begin evaluating how well you use your time. Describe the criteria that should be used when examining time usage.

195

Answer Key Test name: chapter 11 1) FALSE

By better managing your time, you can improve your job performance and better serve your customers.

2) 3) 4) 5) 6) 7) 8)

TRUE FALSE TRUE TRUE TRUE FALSE FALSE Asking the question “What is the best use of my time?” uses the relativity standard as a guide when prioritizing. Assigning priorities is a matter of relativity. Some tasks and projects are readily rated higher than others. Keep in mind that your number one focus should be your internal and external customers and activities that support them.

9) FALSE

To set up your own priority system, list all your pending activities and then group them according to their level of importance. How you assign value to a task is not as important as long as you use the same format each day.

10) FALSE

Be prepared to serve by having available the information and materials you need so you do not have to search for something. Failure to be ready to serve wastes your time and that of your customers.

11) TRUE

Time is an important element in a service provider’s daily life. Whether you deal with complaints, counter service, sales, delivery of service, or are in any type of job in you sell or assist customers, time management comes into play.

12) FALSE

Setting up more than one appointment in the same geographic area can save you and your customers time, effort, and frustration while reducing your travel miles. Also, try to schedule meetings or return phone calls for one part of a day (e.g., the morning).

13) FALSE 196

Technology is needed to stay competitive, but it takes valuable time to install and maintain the equipment and software and to train employees to use it effectively.

14) TRUE

Before you can implement strategies for reclaiming time that is typically wasted during the day, you must evaluate how you use time. After you have measured the time you spend on tasks, you can begin evaluating how well you use your time.

15) TRUE

Sometimes people go on using materials that have outlived their usefulness (e.g., monthly reports—because they have always been done in a certain manner or format). If the activities you perform serve a useful purpose, continue doing them; just try to streamline and make them as efficient as possible.

16) B

If you learn to manage your time outside the workplace, you can apply that skill to your job. On the other hand, if you mismanage your time outside the workplace, the problems will probably follow you to the job.

17) B

Four important positive results can come from effective time management in the workplace: elevated productivity; reduced stress levels; increased self-satisfaction from confidence in your abilities; and improved quality of life.

18) B

In environments or situations where employees often have to work extended amounts of overtime or on weekends in order to meet established goals or standards, the frequent result is that they have little time to think before they speak or act when interacting with customers.

19) B

Time reality is the acceptance of the fact that each person has only a finite amount of time each day to accomplish tasks and to enhance its usage.

20) B

Time perception is the manner in which time is viewed as being either polychronic or monochronic.

21) A

197

Time seems to pass slowly when the mind is not actively engaged or proactively performing and being stimulated. Alternatively, time seems to go quickly when the mind is involved in some sort of mental activity or you are enjoying what you’re doing.

22) D

Time seems to pass slowly when the mind is not actively engaged or proactively performing and being stimulated. Alternatively, time seems to go quickly when the mind is involved in some sort of mental activity or you are enjoying what you’re doing.

23) C

Being able to prioritize is an important skill. Planning events, activities, and tasks on a yearly, monthly, weekly, and daily basis—that is, prioritizing time—can be rewarding from the standpoint of allowing you to be more proactive in preparing to deal with situations.

24) D

Reality and deadlines have a way of dictating priorities. The starting time of a project or task may establish priorities. Be realistic about the time it will take to complete a task, and capitalize on your peak period and schedule high-priority tasks during that time, if possible.

25) A

You are the best judge of what you can accomplish in any given day. You know your strengths and what has to be done. When you find that you have more high priorities than you have time, you may need to ask for help or guidance from your boss. Many times, simply asking helps develop your relationship with others. They feel respected and trusted by your gesture, as long as you don’t appear to be onloading your tasks onto them.

26) D

A key to effective service is to allocate enough time to handle customer issues. With experience, you will get better at doing this and at estimating how much time you need for various situations.

Until then, talk to other, experienced service professionals, your boss, and your customers to find out how long a task should normally take.

27) B

These ticket systems save service providers the unpleasant and time-consuming task of having to deal with angry customers who think that other customers have been served out of turn.

28) B

198

Transit time can take a big chunk out of your day, so it’s important to use your time wisely. If possible, schedule client or customer visits when traffic is not snarled and transit times can be reduced. You can also group your appointments into a certain time of the day, and you can use your phone to call or text when leaving one client location for the next to verify the appointment.

29) A

Travel time is a great opportunity to catch up on the latest audiobooks or episodes of your favorite podcasts.

30) D

Screen your caller as soon as someone answers the telephone unless they give a name right away. Do not assume that you have the correct party on the telephone and immediately start talking or selling. You are wasting time (yours and that of the person on the telephone) if it is the wrong person. This is especially important if you are making a business-to-business call in which you phone another company to get or give information or to resolve a complaint.

31) A

Prepare for the call by making a list of topics you wish to address. If you need answers to specific questions, write them down and leave space on the page for the responses. Also, put your questions or comments in the order of importance to you in case your conversation is cut short.

32) A

Abuse from customer service providers occurs when they decide to send all their calls to voice mail even though they are sitting at their desks working next to the telephone. The systems were not designed to replace them or take their calls. They may have legitimate reasons to let the machine answer their calls even though they are at their workstation, but in general, these systems should be a backup, not a replacement, for them.

33) C

To use e-mail efficiently, you should respond to messages in a timely manner. This does not mean you must stop what you are doing to respond every time a message arrives. That would be a poor e-mail management strategy, for you will probably lose your train of thought by stopping continually. Instead, check and return e-mails at scheduled times throughout the day.

34) A

Before you can implement strategies for reclaiming time that is typically wasted during the day, you must evaluate how you use time. After you have measured the time you spend on tasks, you can begin evaluating how well you use your time. Examine your time using the criteria of necessity, appropriateness, and efficiency.

199

35) B

After you have measured the time you spend on tasks, you can begin evaluating how well you use your time. Examine your time using the criteria of necessity, appropriateness, and efficiency.

When evaluating appropriateness, you should determine who should be performing the essential functions and adjust your workload accordingly.

36) Short Answer

Four important positive results that can come from effective time management in the workplace are: Elevated productivity through a more efficient approach to accomplishing tasks and dealing with customers.

Reduced stress levels, which can benefit you personally and can also make life easier for those around you since you will probably be calmer and seem more in control.

Increased self-satisfaction from confidence in your ability to get the job done professionally and in a more competent manner.

Improve quality of life, for good time management habits on the job can expedite the accomplishment of tasks and reduce the amount of overtime or extra hours needed to “catch up.” This is time you can spend doing the things you enjoy in life either on or off the job.

37) Short Answer

200

Time can move quickly or slowly, depending on the circumstances and whether you view an event as positive or negative. Time seems to pass slowly when the mind is not actively engaged or proactively performing and being stimulated. Alternatively, time seems to go quickly when the mind is involved in some kind of mental activity or you are enjoying what you are doing.

Student answers may vary, but possible activities that might make time pass slowly include: Being on a telephone hold (no music or announcements) or waiting for a representative to type responses on a chat.

Being in the dentist’s chair.

Being in the doctor’s office.

Being in a slow-moving bank line.

Waiting for popcorn to pop at a movie theatre.

Waiting for public transportation.

Being on a roller coaster or amusement ride.

Being at an enjoyable lunch meeting.

Taking a test (e.g., for a driver’s license).

Speaking with a service provider who bills by the hour (e.g., lawyer, consultant, plumber).

Spending time with a favorite friend or relative.

Being on vacation or a weekend family retreat.

38) Short Answer

The three standards used when setting priorities are judgment, relativity, and timing. Judgment involves using your knowledge of your abilities and what needs to be done to set realistic expectations for what you can accomplish. This might include asking others for help. Relativity asks the question, “What is the best use of my time?” It is important to focus on what needs to be done, not just what is easy or enjoyable. Timing takes into account deadlines and realistically assessing the scope of a task and ensuring you plan so that you have enough time to complete the necessary tasks.

39) Short Answer

201

To set your own priority system, list all your pending activities and then group them according to their level of importance. How you assign value to a task is not as important as long as you use the same format each day. Student answers on the specific system may vary, but many people use an A, B, C system or a 1, 2, 3 system.

Example of a prioritizing system: Priority A: Must-do or critical items Priority B: Should do items Priority C: Nice to do items 40) Short Answer

Students should describe three of the following: Recognize the value of a customer’s time and show a service orientation. When delivering service in person, recognize the customer’s presence nonverbally by smiling, and gesture with an index finger to indicate that you will be available in about a minute.

If you are serving via telephone, offer to call customers back rather than keep them on hold. If you are delivering online service, make sure the customer knows the approximate wait time. If available, suggest alternative ways to get service.

Get the customer busy. Try to get a waiting customer actively involved in doing some task. This occupies the customer while you handle another customer.

Give the customer something to read. This not only occupies the customer’s mind but may answer questions you don’t have to answer later.

Have the customer take a number. Mange organizations with high customer walk-up traffic volume use tear-off number dispensers to alert customers when it is their turn to be served.

41) Short Answer

Students should list four of the following: Establish objectives before making your calls.

Prepare for the call by making a list of topics you wish to address.

Screen your caller as soon as someone answers the telephone.

Measure your activity periodically to determine how well you are doing at meeting your objectives.

Keep the customer informed by returning to the call every 20 to 30 seconds if you have them on hold.

Be efficient and service-oriented by avoiding transferring customers numerous times to different people.

42) Short Answer

202

The first piece of criteria is necessity. Scrutinize each activity to be sure that it is necessary and contributes in some way to better customer service. If the activities you perform serve a useful purpose, continue doing them; just try to streamline and make them as efficient as possible.

The second piece of criteria is appropriateness. Once you have identified essential functions, determine who should be doing them and adjust your workload accordingly. Sometimes you might do this by simply asking a peer to switch duties (with team leader or supervisor approval).

In other instances you might want to prepare a formal recommendation for your supervisor, asking that your job description be changed and listing the reasons such a change is warranted.

The third piece of criteria is efficiency. Examine your tasks to consider how efficiently you are currently performing. If you feel that things are going well, step back and look again— objectively. Ask yourself, “Is there a better way of doing this?” You may even want to ask some of your peers for input. You should continually improve by carving out more saved time during your day.

Chapter 12 Student name:__________ 604)

Over the past few years, employees have reported fewer feelings of concern for stressrelated violence at work. ⊚ true ⊚ false

605)

Customer service jobs tend to be higher stress than many other occupations. ⊚ true ⊚ false

606)

Stress can be beneficial. ⊚ true ⊚ false

203

607)

Poppy has been given a project at work, but she has not been given the training or resources she needs to complete the project by its deadline. She is likely experiencing eustress. ⊚ true ⊚ false

608)

Two thirds of U.S. workers report that work is the biggest source of stress in their lives. ⊚ true ⊚ false

609)

When the fight or flight syndrome is activated, the body releases adrenaline into the bloodstream in reaction to a stressor. ⊚ true ⊚ false

610)

Symptoms of stress can be physical as well as psychological. ⊚ true ⊚ false

611)

When a customer is upset, it is best to allow them to vent without immediately reacting. ⊚ true ⊚ false

612)

Hobbies must involve physical activity to effectively reduce stress. ⊚ true ⊚ false

613)

Workplace violence has grown significantly since 1980. ⊚ true ⊚ false

204

614)

Which characteristic of a job makes it more likely that the job will be higher stress?

A) Communication is commonly initiated by the supervisor.

B) Work is done in large teams.

C) Employees must hide their emotions.

D) Work is done in an office environment.

615)

The amount of stress and the type of stress experienced in a job depend on what three kinds of demands?

A) performance, interpersonal, and physical B) interpersonal, physical, and intrapersonal C) physical, intrapersonal, and political D) performance, physical, and intrapersonal

616)

Elman works as a doctor in a pediatrics practice. He experiences very high levels of stress in his job, as do his coworkers. Why would his job be exceptionally stressful?

A) He works with children.

B) His work takes place indoors.

C) He works with a large team.

D) He must hide his emotions while working.

617)

________ refers to the harmful physical and emotional responses that occur when the requirements of a job do not match the capabilities, resources, or needs of the worker.

A) Eustress B) Job stress C) Amplified stress D) Fatigued stress

618)

Sabrina volunteered to give a presentation at a symposium on a topic she’s passionate about. She had to work hard to be prepared in time for the symposium, but in the end, she was proud of what she put together. This project caused her to experience A) job stress.

B) distress.

C) eustress.

D) psychological stress.

205

619)

Farzad is stressed from work because he is not receiving the resources he needs to complete an inventory project assigned to him. At home, he is stressed because he is fixing up an old car, which is forcing him to learn new skills. When he completes his car, he is very happy with the results. Farzad most likely A) experiences the same physiological responses to stress for both situations, but feels a sense of exhilaration when he completes the car that he lacks when he completes the inventory project.

B) experiences different physiological responses to each situation, and feels discouraged when he completes both projects.

C) experiences the same physiological responses to stress for both situations, and feels discouraged when he completes both projects.

D) experiences different physiological responses to each situation, but feels a sense of exhilaration when he completes the inventory project that he lacks when he completes the car.

620)

Roseanna is approached by an angry customer. The device he purchased last week has stopped working, and he’s furious. He raises his voice, yelling at Roseanna and demanding she offer him a free replacement. What is most likely to be her response?

A) Her heart starts beating slower.

B) Her energy levels decrease.

C) She begins breathing faster.

D) She experiences increased light sensitivity.

Anitra is approached by an angry customer. An item that showed as “in stock” on the store’s website is out of stock. He raises his voice, yelling and insulting both Anitra and the company. After the customer has left and she has calmed down from the experience, she will most likely A) require a period of rest for her body to recuperate.

B) have excess energy she needs to spend.

C) become irate with her coworkers.

D) experience a feeling of exhilaration.

621)

206

622)

How can increased adrenaline be beneficial in a customer service role?

A) It helps you maintain self-control in stressful situations.

B) It helps boost your overall health.

C) It helps build stronger relationships with coworkers.

D) It helps increase energy to hit tight deadlines.

623)

How can increased adrenaline cause problems in a customer service role?

A) It can slow your breathing and create fatigue.

B) It can prompt you to react inappropriately to an upset customer.

C) It may prevent you from working a full workday.

D) It may cause disorientation, potentially making it difficult to understand a customer’s request.

624)

Tia has experienced insomnia for the past two nights. This is likely a sign A) that she is experiencing high levels of stress.

B) of nothing in particular, unless it lasts for an extended period of time.

C) that she should discuss her work schedule with her supervisor.

D) of a significant medical issue.

625)

Why can people be a source of stress in the work environment?

A) The majority of people are introverts.

B) The majority of customers are deliberately unkind.

C) You cannot control other people’s behavior.

D) Coworkers cannot be trusted.

626)

Phillip is experiencing high levels of stress and it’s impacting his performance at work.

What step can he take to address his personal stress?

A) Increase his alcohol use so he can relax more.

B) Work increased hours to make up for his poor performance.

C) Allow himself to indulge in eating his favorite desserts for comfort.

D) Set aside time to be alone to relax or enjoy himself.

207

627)

Job factors affecting stress include A) nutrition.

B) unreasonable goals.

C) financial problems.

D) chemical addictions.

628)

Factors in a person’s life that cause them to react positively or negatively to a situation that caused the pressure are called A) stressors.

B) hazards.

C) obstacles.

D) instigators.

629)

Jude is dealing with an upset customer. He takes the time to recognize their emotions before taking steps to address the issue, and as a result, the customer calms down. Jude is using the technique called A) acknowledgement.

B) deflecting.

C) appeasing.

D) indulging.

630)

Jordan works at a spa, and a customer is complaining because they believe they have an appointment. However, there’s no appointment under their name on the schedule. Which response would be best?

A) Is it possible you wrote the time down wrong?

B) Are you sure you booked your appointment at this location?

C) Maybe you intended to schedule an appointment and forgot.

D) Unfortunately I don’t have any openings right now, but let me see what I have available later today.

208

631)

James has a conversation with a coworker in which he explains how their actions have troubled him and expresses his emotions in a calm, healthy way. What final step should he take to ensure the relationship stays strong?

A) Repeat his primary complaint.

B) Reaffirm the value of the relationship.

C) Apologize for his strong emotions.

D) Make sure the coworker has apologized for their wrong actions.

632)

Lauralee is overwhelmed by a very busy work schedule during the holiday season. She frequently reminds herself that the holiday season is temporary and that she’s not going to let the busyness at work ruin the holidays for her. She is practicing A) platitudes.

B) self-deception.

C) peer mimicry.

D) positive self-talk.

633)

The category of stress that encompasses personal exhaustion, lack of enthusiasm, reduced productivity, and apathy toward the job and customers is called A) burnout.

B) eustress.

C) professional fatigue.

D) overload.

634)

Alix is a shift worker who has trouble getting enough quality sleep. What tip might improve his sleep?

A) Warm the room to approximately 80 degrees Fahrenheit.

B) Use a smaller mattress to minimize movement during the night.

C) Sleep in multiple, shorter spurts rather than trying to get a straight 8 hours of sleep.

D) Cool the room to approximately 65 degrees Fahrenheit.

209

635)

Cliff has an encounter with a hostile customer in which the customer personally insults him. Although he remains calm, the exchange infuriates him, and he excuses himself from the conversation. After a few minutes in the breakroom, he is still angry. How should he proceed?

A) Stay in the breakroom as long as it takes to calm down.

B) Ask a coworker to take over the conversation.

C) Return to the conversation with a more assertive attitude and defend himself against the insults.

D) Remain in the break room until the customer leaves.

636)

Tammie and her coworker, Steven, went on a few dates, but Tammie ultimately decided she wasn’t interested in pursuing a relationship. Since then, Steven has visited her multiple times a day at her cubicle even though he works in another building, and he has left several expensive gifts on her desk. What should Tammie do in response to this situation?

A) Inform her cubemate.

B) Report the situation to the human resources department.

C) Ask Steven’s boss to require him to work from home.

D) Wait for the situation to blow over.

637)

What types of jobs are considered to be the most stressful? Provide three examples of jobs that meet this description.

638)

Describe the differences between distress and eustress and provide an example of a scenario for both.

210

639)

Describe what happens to the body during the fight or flight reaction to stress.

640)

List three physical symptoms of stress and three psychological or behavioral symptoms of stress.

641)

Explain how communication is critical to managing stress.

642)

How do vagueness and uncertainty affect stress? Think of a situation at work (real or hypothetical) where uncertainty could cause stress and explain how you would address that situation to reduce or remove the stressor.

643)

What actions can you take to help prevent workplace violence?

211

Answer Key Test name: chapter 12 1) FALSE

Each year, millions of dollars and countless worker-hours of productivity are lost because of stress-related illness and issues, and more employees are reporting an escalated feeling of concern for real or potential violence on the job related to stress.

2) 3) 4) 5) 6) 7)

TRUE TRUE FALSE FALSE TRUE TRUE Stress has many observable symptoms, but some symptoms are difficult to pinpoint. Such symptoms, left unchecked for long periods of time, can cause serious health problems or even death. Physical symptoms of stress include excessive fatigue, rapid or irregular heartbeat, pain in the stomach or head, or pain in the neck or muscles.

8) TRUE 9) FALSE 10) TRUE 11) C

Jobs that require employees to hide their true feelings and emotions are considered to be most stressful. These include jobs in the military, medicine, teaching, social services, fire rescue, and law enforcement.

12) A

The one thing on which numerous studies conducted in the past 15 years agree is that stress can—and does—occur in every occupation. The amount and type of stress that might be experienced by workers within that occupation will depend on many factors. These include performance demands, interpersonal demands, and physical demands.

13) D

Jobs that require employees to hide their true feelings and emotions are considered to be most stressful. These include jobs in the military, medicine, teaching, social services, fire rescue, and law enforcement.

14) B

212

Job stress can be defined as the harmful physical and emotional responses that occur when the requirements of a job do not match the capabilities, resources, or needs of the worker. Bad stress, or distress, causes problems in dealing with customers and other people, reduces your effectiveness, dampens your motivation, makes your life miserable, and can lead to long-term mental and physical problems or death.

15) C

Eustress is a term coined by psychologist Dr. Hans Seya to describe positive stress that people sometimes experience when they set goals or objectives that are essential for personal expansion and growth, and the resulting exhilaration.

16) A

Eustress is a term coined by psychologist Dr. Hans Seya to describe positive stress that people sometimes experience when they set goals or objectives that are essential for personal expansion and growth, and the resulting exhilaration. With eustress, you may go through the same physiological stages you would for negative situations, but at the end, when you reach your goal, you have a sense of accomplishment and a feeling of exhilaration.

17) C

When your brain recognizes or perceives a danger (or stress), it triggers a chain reaction of events, starting with the release of chemicals (adrenaline) into the nervous system. Your heart starts beating faster, sending more blood throughout the body. Your breathing accelerates so that you take in more oxygen so that you are ready to deal with the situation, or perhaps to leave the area or situation.

18) A

Typically, after spurts of excessive adrenaline and activity, the body needs to take a break to recuperate.

19) D

In the customer service environment, increased levels of adrenaline can be helpful in solving customer service problems or can cause problems if you lose control. On the positive side, getting excited about a project can work in your favor. This is especially true when deadlines are tight for extended periods.

20) B

In the customer service environment, increased levels of adrenaline can be helpful in solving customer service problems or can cause problems if you lose control. Added adrenaline may lead you to react inappropriately to customer, using the “fight” response of the fight or flight syndrome.

213

21) B

If a single symptom of stress (such as insomnia) occurs, you may not need to be concerned (unless it lasts for an extended period of time); however, the occurrence of multiple symptoms should raise a red flag that causes you to seek assistance.

22) C

People can be a major source of stress because you cannot control other people and how they behave. Another person’s behavioral style, emotional and mental state, and unwillingness to communicate appropriately and effectively may make it stressful for you to do your job.

23) D

A number of factors can lead to personal stress, including chemical use such as alcohol, overworking, and poor nutrition. A lack of “alone” time can also increase personal stress. Taking time for yourself is crucial for good mental hygiene. Build time into your schedule for you. Read a book, watch a movie, or do whatever you want to do.

24) B

Unfortunately, many supervisors and team leaders set goals with little to no personal input from the employees who have to meet them. Employees are held accountable for unrealistic production goals, and in some organizations their results are publicly displayed. This practice can cause disillusionment among employees, as well as low morale, resentment, and frustration.

Nutrition, financial problems, and chemical addictions can also cause stress, but they are personal factors, not job factors.

25) A

Stressors are factors in a person’s life that cause them to react positively or negatively to a situation that caused the pressure.

26) A

Acknowledgment is a communication technique used with customers who have a complaint or are upset. It involves recognizing the customer’s level of emotion before moving on to help resolve the issue. The acknowledgment of customers as important people can sometimes get them to calm their own emotions and thus reduce stress levels for both of you.

27) D

The word you can sound accusatory and challenging, but “I” language sounds as if you are taking on responsibility and are trying to join the other person in solving a problem.

28) B

214

When something occurs that bothers you, take the time to provide immediate (or as soon as possible) feedback to the person. Discuss the behavior, the impact it had, your feelings on the subject, and then listen to their situation, offer suggestions where appropriate, and reaffirm the value of the relationship to you.

29) D

Give yourself a pep talk by saying positive things such as “I won’t let this get to me” or “This is only a temporary event, and a year from now, it will have no meaning.” Too often, people get caught up in negative self-talk, which is unhealthy. If you tell yourself these types of things often enough, they might become a reality, because initiative fades as defeat is accepted. This can lead to stress and depression.

30) A

Burnout is the category of stress that encompasses personal exhaustion, lack of enthusiasm, reduced productivity, and apathy toward the job and customers. Variety is crucial for preventing mental burnout.

31) D

If you are a shift worker or work nights, cooling the room to approximately 65 degrees Fahrenheit may help you experience a better sleep period.

32) B

Even though a customer or someone else does or says something that angers or upsets you, stay in control. When an incident occurs that makes you frustrated or emotional, keep smiling inside, politely excuse yourself, and take a quick break from the situation. Breathe deeply and think of something pleasant. Either return once you cool down or ask someone else to handle the person.

33) B

If someone seems to have an obsession with you or someone else in your workplace, seek assistance immediately by reporting it to your supervisor or team leader and your human resources department.

34) Short Answer

Jobs that require employees to hide their true feelings and emotions are considered to be most stressful. Examples of these jobs include military, medicine, teaching, social services, fire rescue, and law enforcement.

35) Short Answer

215

Distress is pain or worry brought on by either internal or external physical or mental strain. It causes problems in dealing with customers and other people, reduces your effectiveness, dampens your motivation, makes your life miserable, and can lead to long-term mental and physical problems or death. Student answers will vary, but one example of distress would be the stress you experience from working too many hours when your team is short staffed.

Eustress is a term coined by psychologist Dr. Hans Selya to describe positive stress that people sometimes experience when they set goals or objectives that are essential for personal expansion and growth, and the resulting exhilaration. Student answers will vary, but one example of eustress would be training for a marathon and then successfully completing the marathon.

36) Short Answer

You are a product of evolution when it comes to your brain’s reaction to stress. When your brain recognizes or perceives danger (or stress), it triggers a chain reaction of events, starting with the release of chemicals (adrenaline) into the nervous system. Your heart starts beating faster, sending more blood throughout the body. Your breathing accelerates so that you take in more oxygen so that you are ready to deal with the situation (fight), or perhaps to leave the area or situation (flight). Typically, after spurts of excessive adrenaline and activity, the body needs to take a break to recuperate.

37) Short Answer

216

Physical symptoms of stress may include: Excessive fatigue.

Intestinal irritation that can affect your appetite.

Insomnia.

Rapid or irregular heartbeat.

Pain in the stomach or head, neck or muscle pains.

Rapid pulse.

High blood pressure.

Irregular menstrual cycles.

Inability to focus or concentrate on a customer problem or workplace situation.

Irritability in dealing with others in the workplace.

Tardiness or absenteeism.

Being argumentative or aggressive with customers and others Nail biting or other nervous habits such as fidgeting, playing with hair, wringing hands, or constantly tapping the feet or an object.

Poor attitude, which manifests itself in phrases like “Who cares?” or “It’s not my problem.”

Feelings of depression, crying spells, or feelings of uselessness and being underappreciated.

Bingeing on food, alcohol, or tobacco.

38) Short Answer

A big factor contributing to stress is failing to give feedback or to express yourself effectively. If you are troubled by something or someone, think about how to address the matter and then tactfully and professionally approach the person. Keeping feelings or emotions bottled up inside can cause stress and ultimately lead to relationship breakdown and illness. It is far better to share your feelings in a low-key rational manner than to save them up and explode. The other person may also explode, and you could end up in a highly charged, emotional argument. Instead, when something bothers you, take the time to provide immediate (or as soon as possible) feedback to the person. Discuss the behavior, the impact it had, and your feelings on the subject, and then listen to their side of the situation, offer suggestions to resolve the problem, and reaffirm the value of the relationship to you. These simple things can mean a lot in maintaining a strong relationship with a customer or someone else in your life.

39) Short Answer

217

Much stress is due to uncertainty. To reduce uncertainty, research solutions, ask questions, or set up a system to deal with various situations that occur in your job or personal life. Specific examples will vary, but one example would be that a certain customer situation comes up periodically, yet no policy or procedure exists to deal with it. You might check to see what other customer service professionals do in similar situations and then suggest to your team leader or supervisor that your organization implement a standard policy or procedure.

40) Short Answer

Each employee must take a proactive role in dealing with and preventing workplace violence. A key to prevention is to conduct yourself in a professional manner at all times using positive communication skills. By doing so, you are less likely to escalate a situation into an emotional confrontation or provoke a violent reaction from others. Also, it is important to educate yourself on strategies for recognizing danger signals and how to address them. At the very least, talk to your supervisor about the organization’s approach to dealing with violence and plan an escape route from the work area, in case you ever need it.

Chapter 13 Student name:__________ 644)

Writing is always the best way to share information because you can plan and edit the message. ⊚ true ⊚ false

645)

Although writing skills are valuable, the majority of employers do not emphasize these as important for job applicants. ⊚ true ⊚ false

646)

Your use of grammar can often determine whether you win, lose, retain, or regain a customer. ⊚ true ⊚ false

218

647)

It is possible to communicate well without knowing the roles of the various parts of speech. ⊚ true ⊚ false

648)

In professional environments, the customer service representative has full authority in determining the format and appearance of written materials. ⊚ true ⊚ false

649)

Performing basic editing as you create your draft will help create a higher quality product and save time during the editing phase. ⊚ true ⊚ false

650)

When writing a professional letter, you should right-justify the body of the text. ⊚ true ⊚ false

651)

Memorandums have largely been replaced by e-mail in many organizations. ⊚ true ⊚ false

In written communications, you can use personal words like “you” and “your,” or “ours” and “we,” to establish a mental connection with your reader. ⊚ true ⊚ false

652)

653)

Expect to take up to a year of practice to develop an effective writing style. ⊚ true ⊚ false

219

654)

What is the most expedient way to share information?

A) e-mail B) telephone call C) text messaging D) instant messaging

655)

What message would be best suited for written communication?

A) replying to a customer complaint B) addressing a disagreement with a coworker C) providing a customer with detailed specifications about a product D) attempting to sell a product to a prospective customer

656)

The AVARFM principle is an acronym for A) Articulate Value and Repeat Fundamental Meaning.

B) Assess Validity and Review Foundational Message.

C) Ask Views and Revise Faulty Message.

D) Added Value and Results For Me.

657)

What should you do early in your message to help the customer identify the rewards they will gain by reading your message?

A) Compliment the recipient.

B) Remind the recipient of the last time you saw each other.

C) State your purpose for writing.

D) Emphasize your credentials.

658)

Britney writes an e-mail to a customer to follow up on a review the customer left on the company’s website. What should be the priority for the beginning of her e-mail?

A) Grab their attention.

B) Establish her personal credibility.

C) Establish the company’s credibility.

D) Express the company’s appreciation for the customer.

220

659)

Ikram writes an e-mail with a catchy opening that grabs the reader’s attention. What should his next priority be?

A) Establish his own personal credibility.

B) Establish the company’s credibility.

C) Prompt the reader to act or respond.

D) Express the company’s appreciation for the customer.

660)

The part of speech that names a person, place, thing, idea, ability, or quality is called a(n) A) verb.

B) pronoun.

C) adjective.

D) noun.

661)

Marija must write a report of an interaction with a customer, but she doesn’t know the customer’s gender. How should she refer to the customer in her report?

A) Use he/him pronouns since masculine pronouns are typically accepted as generic.

B) Use she/her pronouns since feminine pronouns promote equal representation.

C) Avoid the use of any pronouns to refer to the customer.

D) Use nonsexist pronouns such as they/them.

662)

Which form of this sentence places the adverb in the correct place?

A) Deron gave the key quickly to her.

B) Quickly Deron gave the key to her.

C) Deron quickly gave the key to her.

D) Deron gave the key to her quickly.

663)

What form of speech can modify an adjective?

A) pronoun B) adverb C) preposition D) interjection

221

664)

________ refers to terminology that is either technical or used by a specific group and not easily understood by people outside that group.

A) Slang B) Dialect C) Jargon D) Idiom

665)

When writing an e-mail, Ryan wants to make sure he applies the KISS principle. This means Ryan works to A) keep his message concise.

B) include all information he has on the topic.

C) maintain a friendly tone.

D) use bulleted lists to break up lengthier paragraphs.

666)

What are the three phases of creating a piece of writing?

A) write a first draft, write a final draft, and proofread B) outline, write a first draft, and write a final draft C) brainstorm, outline, and write a draft D) plan, write a draft, and edit

667)

Which point should be considered during the planning phase of writing?

A) political time bombs B) precise wording C) timing D) correct grammar

668)

________ refers to a relaxed or casual style of writing or addressing someone known on a personal level when sending letters, memorandums, and e-mail or text messages.

A) Slang B) Informal formatting C) Jargon D) Familiar writing

222

669)

Mandeep is sending a letter to a client he has never met personally. Which form of address should he use?

A) Dear Ms. Jiminez B) Dear Sara C) Dear Ladies and Gentlemen D) Dear Customer

670)

Milly is struggling when writing an e-mail to a customer, and she realizes it’s because she’s not entirely certain of her objective in creating the message. What question should Milly ask herself?

A) Who is the appropriate person to receive this information?

B) What is the image I want to project?

C) What information does the recipient need?

D) What are the time constraints for sending this message?

671)

Tabitha needs to write a thank you letter to a customer. How should she format the letter?

A) using her company’s style manual B) using block-style alignment C) using 1-inch margins on the sides of the sheet D) using ragged right justification

672)

In which section of a letter should you include the name and address of the recipient’s organization?

A) header B) opening C) body D) closing

673)

When it comes to reaching customers, what is one benefit of text messaging compared to e-mail?

A) People appreciate receiving unsolicited texts.

B) People read text messages at their own pace.

C) Text messages are approximately $2 to $4 cheaper per conversation.

D) Text messages allow you to focus on the message without worrying about images.

223

674)

Keeran has received an e-mail from a customer who wants to receive a discount on a deal that has already expired. Which sentence best demonstrates a professional tone for his response?

A) I apologize for the inconvenience, but that particular sale ended last Tuesday.

B) That sale is already over so there’s nothing I can do!

C) That sale ended last week.

D) The information and dates for our sales are clearly displayed on our website!

675)

By choosing the right words and style of writing, you can often guide your reader in a certain direction. This is called A) formal writing.

B) familiar writing.

C) reader management.

D) the AVARFM principle.

676)

Which statement demonstrates active voice?

A) He was pleased with the service provided.

B) The team will be led by a new manager.

C) You will be contacted within the next two weeks.

D) She complimented the server.

677)

Which statement uses inclusive language?

A) The chairman called the meeting to order.

B) The waitress dropped off the check.

C) The service technician fixed the appliance.

D) The firemen arrived quickly on the scene.

678)

Explain the advantages and disadvantages of written communication compared to faceto-face communication.

224

679)

Write an e-mail to a customer asking them to leave a review of their recent purchase on the company’s website. Use the guidelines provided in the text.

680)

Using the KISS principle, rewrite the following sentences: The majority of our customers who perform an analysis of our products in comparison to our competitors come to the conclusion that when they take into consideration the toughness and durability or our products, our products are worth the cost due to the longer period of time during which the customer can make use of their purchase. Based on the fact that our products are also sustainable, customers can have peace of mind with reference to the impact on the environment.

681)

Describe the three phases of creating a piece of writing.

682)

Describe the four main parts of a letter and what they contain.

225

683)

When you must say no to a customer, try to do so in a way that protects the relationship between the customer and your organization. Describe the three basic strategies you can use to achieve this.

226

Answer Key Test name: chapter 13 1) FALSE

One advantage of written communication is that you can plan your message and edit it before the customer sees it. However, probably the best and most expedient way to share information is speaking to someone face-to-face or over the phone.

2) 3) 4) 5) 6) 7)

FALSE TRUE TRUE FALSE FALSE FALSE Either left-justify (all lines align at the left margin) the text and leave the ends of the lines unjustified (ragged right), or fully justify so that the text at the left and right margins is aligned.

8) TRUE

To a great extent, memorandums (memos) have been replaced in many organizations by e-mail.

Memos were originally designed to provide quick information in an informal format.

9) TRUE

When you personalize what you write through use of words such as you, your, I, we, and mine, you have established a mental link with your reader. Often, people do not consciously realize you are using a more personalized approach, but they react positively to the relaxed or friendly tone.

10) FALSE 11) B

Speaking with someone, face-to-face or over the phone, probably is the best and most expedient way to share information. However, writing allows you a further outlet for exchanging ideas and thoughts.

12) C

People gather information differently. Giving people something in writing allows them to read and reread the message at their leisure. If customers are unsure of something they have read, they can review it and call for clarification if necessary. Keep in mind that unless your customer acts or reacts to what you have written, you may never know how (or whether) the person received your message, so consider how important it is to gauge the person’s reaction to your message.

227

13) D

The easiest way to get your customer’s attention when writing is to apply the AVARFM principle (Added Value And Results For Me) so that the customer can identify the rewards of reading your message.

14) C

The easiest way to get your customer’s attention when writing is to apply the AVARFM principle (Added Value And Results for Me) so that the customer can identify the rewards of reading your message. To do this, state your purpose for writing early in your correspondence.

15) A

For customers to react, they must receive your message. You have to reach out through your writing and grab their attention. In most cases, you only have a few seconds to accomplish this before the customer makes a “use-it-or-lose-it” decision.

16) C

Once you get the customer’s attention, you need to prompt him or her to act or respond. You should do this in the body of your correspondence.

17) D

The easiest way to remember what nouns do is to think of their function. Nouns name a person, place, thing, idea, ability, or quality.

18) D

Nonsexist pronouns are words to describe a male or female (e.g., she/he, him/her, and her/him) and that do not involve traditional male or female stereotypes, show prejudice, or demean based on gender. Among others, some examples of alternative nonsexist pronouns include they, them, person, or individuals.

19) C

Be sure to place an adverb as close as possible to the word it is modifying. Otherwise, you may inadvertently change the meaning of the sentence. In this case, “quickly” modifies “gave,” so you want to place those two words as close together as possible.

20) B

Adjectives enliven your sentences by modifying, limiting, or describing a noun or pronoun.

Adjectives can be modified only by an adverb.

21) C

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Jargon refers to words or terminology that is either technical or used by or oriented to a specific group, profession, or activity (e.g., sport, firearms, computers, hobby, academia) and not easily understood by people outside the group or without previous knowledge of the meaning.

22) A

The KISS principle is an acronym for Keep It Short and Sweet to remind communicators that they should make their message simple and include only needed information when writing letters, memorandums, and e-mail or text messages.

23) D

Whenever you are going to write anything that will go to a customer, it is a good idea to think first. Whether you are creating a letter, a memorandum, or an e-mail, you should include three simple phases: (1) plan, (2), write a draft, and (3), edit and proofread.

24) C

The timing of message delivery can have a major impact on how a message is received. As a rule of thumb, sending important e-mail, documents, and correspondence that will arrive on a Monday is a bad idea since most business professionals are swamped on their first day back in the office or at work.

25) B

Informal formatting refers to a relaxed or casual style of writing or addressing someone known on a personal level when sending letters, memorandums, and e-mail or text messages (e.g., Dear Sue vs. Dear Ms. Richards). Correspondence might also include contractions, abbreviations, emojis, or colloquial terms or phrases.

26) A

Formal formatting involves using a salutation that includes titles and last names of recipients.

When writing an individual, use Dear Mr., Mrs., or Ms. if you know the person’s last name. You can use informal formatting, such as addressing the recipient by their first name, when you know the recipient personally, have spoken to the person on the telephone, or when the person left a voicemail using their first name.

27) C

In deciding your purpose, you should consider desired outcomes. As yourself some basic questions, such as “What information does the recipient need?” along with other questions such “What actions do I want the recipient take?” and “What does the recipient already know about this topic?

28) A

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Before writing a business letter, find out whether your organization has a style manual that outlines the format to be used for outgoing letters. If there is no manual, there are general guidelines available for your use.

29) B

The opening of the letter should include the information about the recipient including their name, job title (if applicable), and the name and address of their organization.

30) C

Phone calls are expensive, often ranging from $3 to $5 per conversation. Compare that to text messaging, which ranges from $0.65 to $1 per conversation.

31) A

Tone is conveyed through your word choice, sentence structure, and punctuation. If you respond to a customer with an abrupt e-mail that uses short sentences punctuated with exclamation points and negative words, your tone may send a negative message.

32) C

The most successful strategy for communicating a positive tone is through effective “reader management.” By choosing the right words and style of writing, you can often guide your reader to a decision or in the direction you want them to go.

33) D

Active voice helps define where, when, and why an action is taking place. Using it, the subject of a sentence “does” something or completes the action.

34) C

When you refer to individuals, groups, job positions, and other workplace-related topics, be sure you use inclusive language. This means using appropriate nouns and pronouns that include people of all races, genders, religions, and ethnicities.

35) Short Answer

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Advantages of written communication include that written communication can make a message more formal and more visual. People can read and reread the communication at their leisure, and then call if they require clarification. Written communication can be used to summarize discussions to ensure all parties interpreted the discussion the same way. You can plan and edit the message before sending it, or even ask someone else to read it and provide input.

The downside to written communication is that unless the recipient acts or reacts to what you have written, you may never know how (or whether) the person received your message.

36) Short Answer

Student answers will vary, but should use the AVARFM principle. The beginning should grab the customer’s attention, they should state the purpose for writing early in the e-mail, and they should include a call to action in the body of the e-mail.

37) Short Answer

Student answers may vary, but this is one possible solution: Most customers who analyze our products compared to our competitors decide that, when they consider the durability of our products, our products are worth the cost because the customer can use them for a long time. Since our products are also sustainable, customers can have peace of mind regarding the impact on the environment.

38) Short Answer

Phase one is planning, when you determine the audience and purpose or objective, as well as the format, appearance, and content of the writing. This is also when you choose the timing and delivery method.

Phase two is drafting. This is when you write your ideas on paper. You do not edit during this phase because that will slow you down and cause you to lose your train of thought. You can also draft by recording your thoughts and later transcribing them.

The third phase is editing and proofreading, where you try to catch your errors and make sure you observe the correct format and etiquette for the type of writing.

39) Short Answer

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The four main parts of a letter are: 1. Heading. This includes the organization name; street address; city, state, and zip code; country (if appropriate); telephone and fax numbers and e-mail and website addresses; and the date. If you are using letterhead, it typically includes the organization’s logo, name, and address.

2. Opening. This contains the inside address, including the name of the recipient; job title of the recipient (if applicable); name and address of the recipient’s organization; room, suite, or apartment number; street address or post office box number; city, state abbreviation, and zip code; country (in all-capital letters), if applicable. This also contains the salutation.

3. Body. This consists of the message – what you want to say to your recipient. This should include a strong opening statement and your key points.

4. Closing. This typically includes a complimentary closing (e.g., Respectfully yours, Sincerely yours, or Cordially) followed by a comma. The writer’s name and title are placed under the complimentary closing, and reference initials (the initials of the person who prepared the document) appear below the writer’s name and title. Enclosure and copy notations may also be added, along with a postscript.

40) Short Answer 5. Use a buffer. This is a mild statement that communicates friendliness and comes across

as neutral.

6. State the reason for the refusal. Use an honest, open approach to explain why the customer’s request cannot be fulfilled.

7. Reaffirm the value to your organization of the customer and the relationship. End the correspondence in a manner that maintains the customer-provided relationship and shows goodwill toward the customer.

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