Deck 6: Customer Service and Behavior

Question 1

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

Answer 1

True
Explanation: As a customer service professional, you need to be aware that everyone is different. Not everyone behaves as you do, yet many still demonstrate behaviors that are similar to yours.

Question 2

Nonverbal cues of a rational style person include constant eye contact.

Answer 2

False
Explanation: Nonverbal cues of the rational style person includes fleeting eye contact.

Question 3

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

Answer 3

True
Explanation: A service provider should strive to provide seamless service, an effortless and natural one, to customers.

Question 4

The decisive style is characterized by a no-nonsense approach to people and situations.

Question 5

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

Question 6

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

Question 7

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

Question 8

No matter which style tendencies a customer has,everyone likes to feel appreciated.

Question 9

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

Question 10

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

Question 11

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

Question 12

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

Question 13

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

Question 14

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

Question 15

An inquisitive style uses formal names instead of nicknames.

Question 16

A win-win situation is one in which the customer and you and your organization succeed.

Question 17

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

Question 18

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

Question 19

In the decisive behavioral style,a strategy in response to a firm,active handshake is to return a weak,limp handshake.

Question 20

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

Question 21

Perceptions are how an item,situation or others are viewed.

Question 22

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

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

Question 23

One of the four behavior groups characterized as people-oriented,fun-loving,upbeat and extroverted is the _____ style.

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

Question 24

Stereotyping people affects the service provider-customer relationship.

Question 25

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

Question 26

The psychiatrist who did much research related to behavioral styles in the early 20^th century is ____.

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

Question 27

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

Question 28

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

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

Question 29

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

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

Question 30

Carl Jung divided behavior into two attitudes known as:

A) decisive and indecisive.
B)
B) introvert and extrovert.
C) Type A and Type
D) constant and inconstant.

Question 31

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

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

Question 32

People whose preferences are the inquisitive style:

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

Question 33

Jung explored human behavior and divided it into functions.One of them is ____.

A) listening
B) talking
C) touching
D) thinking

Question 34

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

A) primary behavior pattern
B) service recovery
C) thought speed
D) disparate treatment

Question 35

_____ style is one of the behavioral groups characterized by being introverted and task focused.

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

Question 36

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

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

Question 37

Everyone has perceptions about the people and events they encounter.

Question 38

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

A) Talking more and observing less when in groups
B) Dislike being on a first-name basis with others
C) Avoiding anger and conflict
D) Having formal office spaces

Question 39

If someone is not time-conscious and may be late for appointments often,they are exhibiting a(n)_____ style.

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

Question 40

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

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

Question 41

What do you mean by seamless service?

Question 42

If a rational style customer has intermittent eye contact,a strategy you may use is to:

A) focus on the negative aspect.
B) avoid making eye contact.
C) avoid smiling.
D) listen actively.

Question 43

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

Question 44

An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is a:

A) disparate treatment.
B) win-win situation.
C) stereotype.
D) seamless service.

Question 45

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

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

Question 46

How someone views an item,situation or others is called ____.

A) stereotype
B) perception
C) bias
D) inflection

Question 47

What are behavioral styles? How do they affect service provider-customer relationships?

Question 48

A generalization made about an individual or group that is not based on realty is called a:

A) stereotype.
B) win-win situation.
C) disparate treatment.
D) seamless service.

Question 49

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

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

Question 50

Why is it necessary to recognize different behavior styles and communicate accordingly?

Question 51

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

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

Question 52

If a decisive pattern customer directly places blame on you,the service provider,a strategy you may use is to:

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

Question 53

A nonverbal cue of someone who is expressive is a(n):

A) forceful tone.
B) active body language.
C) short attention span.
D) fleeting eye contact.

Question 54

The system of identifying issues,determining alternatives for dealing with them,then selecting and monitoring a strategy for resolution is known as:

A) problem-solving.
B) win-win situation.
C) disparate treatment.
D) primary behavior pattern.

Question 55

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