Question 1

Ensuring that customers and coworkers can contact you and showing up on time are two primary keys to being considered _____ .&#10;A) competent&#10;B) reliable&#10;C) honest&#10;D) responsive

Accepted Answer

Reliability is characterized by dependability, trustworthiness, and consistency. Showing up on time and being available for communication demonstrate reliability. Competency, honesty, and responsiveness are also important qualities, but they do not specifically relate to dependability and consistency.

Question 2

Being open-minded means that all opinions or ideals are correct for a particular problem.

Accepted Answer

Being open-minded means being willing to consider different opinions or ideas, but it does not mean that all of them are correct. It means being receptive to different perspectives and being willing to evaluate and consider them objectively.

Question 3

Appreciation is a mindset established through _____ .&#10;A) competence&#10;B) empathy&#10;C) self-talk&#10;D) honesty

Accepted Answer

Appreciation is a mindset that can be developed through positive self-talk. By consciously practicing gratitude and focusing on the good, one can develop a more appreciative mindset. Competence, empathy, and honesty may also have a role in appreciation, but they are not as directly related to mindset development as self-talk.

Question 4

Courtesy is a habit that, once formed, becomes second nature.

Accepted Answer

Courtesy is a learned behavior that can become a habit with practice and repetition. Once it becomes a habit, it will naturally occur without much thought or effort.

Question 5

Appreciation is not considered a mind-set established through self-talk.

Accepted Answer

Appreciation is considered a mindset that can be cultivated through practices such as self-talk, where individuals focus on positive aspects and gratitude, thereby fostering a more appreciative outlook.

Question 6

Attitude is contagious not only to other employees or contractors with whom you work, but also to the customers themselves.

Accepted Answer

Attitude can have a ripple effect on others, whether it is positive or negative. Customers are often influenced by the attitudes and behaviors of employees or contractors with whom they interact, which in turn can affect their overall satisfaction with the service or product.

Question 7

_____ includes all the things you are saying to yourself as you work with a customer and complete your tasks.&#10;A) Self-talk&#10;B) Honesty&#10;C) Appreciation&#10;D) Empathy

Accepted Answer

Self-talk refers to the internal dialogue that happens within a person's mind, including the thoughts and beliefs they have about themselves, others, and the situation. In the context of customer service, positive self-talk can help a representative remain calm, confident, and empathetic when interacting with customers, while negative self-talk can lead to frustration, impatience, and a lack of professionalism. Therefore, it is important for customer service representatives to be mindful of their self-talk and actively work to cultivate a positive and supportive inner voice.

Question 8

A person who is good-natured and tolerant of delay or incompetence is considered to be _____ .&#10;A) patient&#10;B) open-minded&#10;C) appreciative&#10;D) confident

Accepted Answer

The word "patient" directly encompasses the characteristics of being tolerant of delay or incompetence and good-natured. The other options, although positive traits, do not fully capture the meaning of the given statement.

Question 9

Telling a customer what he or she wants to hear regardless of whether or not it is true is okay, as long as the customer doesn't discover you were dishonest.

Accepted Answer

This statement promotes unethical behavior and is false. Providing false information to a customer can harm the business's reputation and lead to legal and financial consequences if discovered. It is always best to be honest with customers and manage their expectations.

Question 10

Which of the following elements demonstrates attentiveness to the customer and allows you to gain critical information necessary for your task?&#10;A) Courteousness&#10;B) Responsiveness&#10;C) Open-mindedness&#10;D) Effective listening

Accepted Answer

Effective listening is the element that demonstrates attentiveness to the customer and allows you to gain critical information necessary for your task. Courteousness demonstrates politeness and respect, but it may not necessarily lead to gaining critical information. Responsiveness shows the ability to take action but does not guarantee attentiveness to the customer's needs. Open-mindedness allows for flexibility in thinking, but it does not necessarily lead to gathering critical information from the customer.

Question 11

Attitude is not considered a key factor in developing a good first impression.

Accepted Answer

The answer of Attitude is not considered a key factor...

Question 12

If you are out of touch for a specific time, letting people know so they won't be disappointed by your lack of response is part of being _____ .&#10;A) honest&#10;B) appreciative&#10;C) empathetic&#10;D) reliable

Accepted Answer

The answer of If you are out of touch for...

Question 13

_____ is having the right knowledge and skills to perform a particular task.&#10;A) Courtesy&#10;B) Reliability&#10;C) Competence&#10;D) Confidence

Accepted Answer

The answer of _____ is having the right knowledge and...

Question 14

_____ is believing that you can perform a particular task well.&#10;A) Courtesy&#10;B) Reliability&#10;C) Competence&#10;D) Confidence

Accepted Answer

The answer of _____ is believing that you can perform...

Question 15

Empathy is always agreeing with everything the customer says.

Accepted Answer

The answer of Empathy is always agreeing with everything the...

Question 16

Confidence, competence, appreciation, empathy, honesty, reliability, responsiveness, patience, open-mindedness, and courtesy make up the elements of _____ .&#10;A) self-talk&#10;B) attitude&#10;C) self-image&#10;D) correctness

Accepted Answer

The answer of Confidence, competence, appreciation, empathy, honesty, reliability, responsiveness,...

Question 17

Attitude is everything when providing service.

Accepted Answer

The answer of Attitude is everything when providing service....

Question 18

Reliability has nothing to do with always doing what you say you will do.

Accepted Answer

The answer of Reliability has nothing to do with always...

Question 19

Knowing how to do your job well is fostered by confidence.

Accepted Answer

The answer of Knowing how to do your job well...

Question 20

Promising that a product will meet a need when you know it won't will cause &#34;_____&#34; problems.&#10;A) reliability&#10;B) honesty&#10;C) empathy&#10;D) confidence

Accepted Answer

The answer of Promising that a product will meet a...

Deck 1: Customer Service Skills