Question 1

_____ style is one of the behavioral groups,characterized by a direct and no-nonsense approach to people.

Accepted Answer

A)   Rational
B)   Decisive
C)   Inquisitive
D)   Expressive

Question 2

You are stereotyping a person when you make generalizations not based on reality.

Accepted Answer

A) True 
 B)False

Question 3

People whose preferences are the inquisitive style:

Accepted Answer

A)   communicate informally.
B)   like to be on a first-name basis.
C)   like to be with people even in leisure activities.
D)   use cool and brief handshakes, often without a smile. D

Question 4

A likely behavior in the inquisitive style is intermittent eye contact.

Accepted Answer

A) True 
 B)False

Question 5

Observable tendencies or descriptive terms that identify categories of human behavior are known as ____.

Accepted Answer

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

Question 6

A service provider should be sure to label a person as being one style.

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

The way a person acts or reacts under certain circumstances are the primary behavior patterns that everyone has.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

Discuss how we base our perceptions within a customer service framework.

Accepted Answer

People's perceptions of events vary grea...

Question 11

Briefly state and explain the behavioral differences between rational and inquisitive styles.

Accepted 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.
Inquisitive style is one of the four behavioral groups,characterized by being introverted,task focused,and detail-oriented.People who have a preference for the inquisitive style may tend to:
• Rarely volunteer feelings freely.
• Ask specific,pertinent questions rather than make statements of their feelings.
• Rely heavily on facts,times,dates,and practical information to make their point.
• Prefer to interact in writing rather than in person or on the phone.

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

If you display a confident,possibly arrogant demeanor,you are most likely exhibiting a(n) _____ style.

Accepted Answer

A)   rational
B)   inquisitive
C)   decisive
D)   expressive

Question 14

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

Accepted Answer

A)   Disparate treatment
B)   Stereotype
C)   Seamless service
D)   Process improvement A

Question 15

In customer service,many people do not always act the way you want them to.Hence ____.

Accepted Answer

A)   behavior studies are unessential
B)   controlling their behavior is necessary
C)   isolation from such customers is essential
D)   adaptability is crucial

Question 16

For someone who has a rational style and keeps communication brief,your strategy will be to:

Accepted Answer

A)   ask open-end questions to obtain information.
B)   focus on their need for accuracy.
C)   keep sentences brief.
D)   focus on their need to be liked.

Question 17

Continually evaluating products and services to ensure that maximum effectiveness,efficiency and potential are being obtained from them is called:

Accepted Answer

A)   disparate treatment.
B)   win-win situation.
C)   process improvement.
D)   stereotype.

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A) True 
 B)False

Exam 6: Customer Service and Behavior

_____ style is one of the behavioral groups,characterized by a direct and no-nonsense approach to people.

Correct Answer
verified

You are stereotyping a person when you make generalizations not based on reality.

Correct Answer
verified

People whose preferences are the inquisitive style:

Correct Answer
verified
D

A likely behavior in the inquisitive style is intermittent eye contact.

Correct Answer
verified

Observable tendencies or descriptive terms that identify categories of human behavior are known as ____.

Correct Answer
verified

A service provider should be sure to label a person as being one style.

Correct Answer
verified

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

Correct Answer
verified

The way a person acts or reacts under certain circumstances are the primary behavior patterns that everyone has.

Correct Answer
verified

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

Correct Answer
verified

Discuss how we base our perceptions within a customer service framework.

Correct Answer
verified
People's perceptions of events vary grea...
View Answer

Briefly state and explain the behavioral differences between rational and inquisitive styles.

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

Correct Answer
verified

If you display a confident,possibly arrogant demeanor,you are most likely exhibiting a(n) _____ style.

Correct Answer
verified

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

Correct Answer
verified
A

In customer service,many people do not always act the way you want them to.Hence ____.

Correct Answer
verified

For someone who has a rational style and keeps communication brief,your strategy will be to:

Correct Answer
verified

Continually evaluating products and services to ensure that maximum effectiveness,efficiency and potential are being obtained from them is called:

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Exam 6: Customer Service and Behavior

_____ style is one of the behavioral groups,characterized by a direct and no-nonsense approach to people.

Correct AnswerverifiedShow Answer

You are stereotyping a person when you make generalizations not based on reality.

Correct AnswerverifiedShow Answer

People whose preferences are the inquisitive style:

Correct AnswerverifiedD

A likely behavior in the inquisitive style is intermittent eye contact.

Correct AnswerverifiedShow Answer

Observable tendencies or descriptive terms that identify categories of human behavior are known as ____.

Correct AnswerverifiedShow Answer

A service provider should be sure to label a person as being one style.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The way a person acts or reacts under certain circumstances are the primary behavior patterns that everyone has.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Discuss how we base our perceptions within a customer service framework.

Correct AnswerverifiedPeople's perceptions of events vary grea...View AnswerShow Answer

Briefly state and explain the behavioral differences between rational and inquisitive styles.

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

Correct AnswerverifiedShow Answer

If you display a confident,possibly arrogant demeanor,you are most likely exhibiting a(n) _____ style.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedA

In customer service,many people do not always act the way you want them to.Hence ____.

Correct AnswerverifiedShow Answer

For someone who has a rational style and keeps communication brief,your strategy will be to:

Correct AnswerverifiedShow Answer

Continually evaluating products and services to ensure that maximum effectiveness,efficiency and potential are being obtained from them is called:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct Answer
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D

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People's perceptions of events vary grea...
View Answer

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A

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