Question 1

Banquet manager Juan delivers a "wow" experience to a customer when he ________.

Accepted Answer

Providing a customer with an unusually sensitive and warm surprise is likely to exceed their expectations and create a "wow" experience. Asking the customer to fill out a lengthy customer survey or adding a surcharge to the bill are unlikely to create a positive experience. Giving everyone attending the banquet a bottle of water may be a nice gesture, but it may not be enough to create a "wow" experience on its own.

Question 2

Which one of the following behaviors least fits service-oriented organizational citizenship behavior?

Accepted Answer

Cautioning outsiders about coming to work at his or her company does not fit in with service-oriented organizational citizenship behavior because it does not contribute to the improvement of service for customers or the company. It also does not support a positive and supportive work environment for employees.

Question 3

Sales representative Carlos is fluent in English and Spanish. So when a customer with a Spanish accent talks to him in English, according to a recommendation in the human relations text he should respond to her only in Spanish.

Accepted Answer

The recommendation in the human relations text is to speak in the same language as the customer, regardless of their accent. So if the customer is speaking to Carlos in English, he should respond in English.

Question 4

Gilbert has a strong customer service orientation, so he works hard at ________.

Accepted Answer

Gilbert's focus on customer service orientation indicates that his main goal is to help customers. Therefore, option B, helping customers, is the best choice. The other options do not align with his customer service orientation.

Question 5

Alex develops a good relationship with coworker Lori, but then backstabs her by ________.

Accepted Answer

Telling their supervisor that Lori might be looking for a new job is a betrayal of trust and could potentially harm Lori's standing with the company. Giving suggestions on how to improve productivity, laughing at her tattoo, and asking for a date are not necessarily backstabbing actions.

Question 6

Linda wants to be a better team player, so maybe she should decrease ________.

Accepted Answer

Sharing confidential information with teammates can breach trust and confidentiality policies, potentially harming the team's integrity and the organization. The other options generally contribute positively to team dynamics.

Question 7

Tanya is a sales representative for a software developer for organizations. Tanya engages in proactive customer service performance when dealing with a customer when she ________.

Accepted Answer

The answer of Tanya is a sales representative for a...

Question 8

Truck sales representative Lloyd engages in emotional effort when he expresses the emotional response his customer expects such as saying, "You will feel like a powerful person driving this high-end pickup."

Accepted Answer

Lloyd is engaging in emotional labor by expressing the emotional response his customer expects, which is an example of emotional effort.

Question 9

Customer service workers are advised to engage in shallow rather than deep acting to deal better with customers.

Accepted Answer

Deep acting involves trying to feel the emotions one is displaying, which can lead to more genuine interactions and is often advised for customer service workers to create better customer experiences. Shallow acting, on the other hand, involves just changing outward expressions without altering inner feelings, which might not be as effective in creating positive customer interactions.

Question 10

Assistant hotel manager Wendy is informed that a couple staying at the hotel will be celebrating their 75^th wedding anniversary at the hotel. Wendy gives the couple a "Wow" experience when she presents the couple with a small wedding cake with the number 75 written on the top.

Accepted Answer

Wendy presents the couple with a small wedding cake with the number 75 written on top, which creates a "Wow" experience for them.

Quiz 9: Specialized Tactics for Getting Along With Others in the Workplace