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Exam 6: Customer Service and Behavior

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Question 1

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If a decisive pattern customer directly places blame on you, the service provider, a strategy you may use in response is to ________.

A) be brief in offering solutions
B) seek the customer's reassurance
C) give a weak handshake
D) turn the customer over to someone else

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Question 2

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

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Question 3

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________ means deliberate discrimination against a person based on his or her age, race, sex, ethnicity, or ability level.

The way someone views an item, situation, or others is called a(n) ________.

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

Which of the following is a preference attributed to the rational style?

If a rational behavior style customer makes intermittent eye contact, a service strategy you may want to use is to ________.

What is meant by the term "seamless service"?

Carl Jung explored human behavior and divided it into functions. One of the four functions is ________.

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

An individual with inquisitive style may use formal titles and full names instead of nicknames.

Observing people, listening to them objectively, and responding according to the situation helps avoid stereotyping people.

The persons who are most likely to have a functionally decorated office are those of the ________ style.

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

The way a person typically acts or reacts under certain circumstances is known as ________.

For those with a decisive behavioral style, an appropriate response to a firm, active handshake is to return a weak, limp handshake.

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

A generalization made about an individual or group that is not based on reality is called a ________.

Stereotyping people affects the service provider-customer relationship.

Behavioral styles are observable tendencies that you and others exhibit when dealing with tasks or people.