Question 1

As a service provider, one way to show you respect customers and are eager to assist as they approach is to ________.
A) stand up if appropriate and offer assistance.
B) continue whatever you are doing so you look busy.
C) simply point them in the direction they want.
D) grab the customer's arm to steer him or her in the right direction.

Accepted Answer

Standing up if appropriate and offering assistance is a respectful and proactive way to greet customers, showing that you are attentive and ready to help.

Question 2

The process of clarifying a nonverbal cue that was received by stating what behavior was observed, giving one or two possible interpretations, and then asking the message sender for clarification is called ________.
A) time allocation
B) semantics
C) proxemics
D) perception checking

Accepted Answer

Perception checking is a communication strategy that involves observing a behavior, interpreting it in a couple of ways, and then asking the person who displayed the behavior for clarification on its meaning. This process helps in understanding nonverbal cues accurately.

Question 3

What is the editorial eyebrow?

Accepted Answer

The answer of What is the editorial eyebrow?...

Question 4

________ refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.
A) Impact of culture
B) Semantics
C) Gender communication
D) Perception checking

Accepted Answer

Impact of culture refers to the effects that arise when individuals from different cultural backgrounds interact, which can include misunderstandings or conflicts due to differing norms, values, or communication styles.

Question 5

If service is going to be delayed or take longer than planned, it is best to ________.
A) hurry up so the customer does not wait longer than necessary
B) just send the customer over for a free cup of coffee at the coffee shop
C) remember the customer can always use some extra time to shop
D) notify the customer the reasons for delay and offer alternatives available

Accepted Answer

Notifying the customer about the delay and offering alternatives demonstrates transparency and respect for the customer's time, which can help maintain a positive relationship even in the face of service issues.

Question 6

What is the role of gender in nonverbal communication?

Accepted Answer

The answer of What is the role of gender in...

Question 7

Groupings of nonverbal behavior, such as crossed arms and friendly touching, are called ________.
A) inferences
B) clusters
C) verbal fillers
D) pauses

Accepted Answer

Clusters refer to groupings of nonverbal behaviors that often occur together and can convey specific meanings or emotions, such as crossed arms indicating defensiveness or friendly touching indicating warmth and closeness.

Question 8

Which of the following is an example of negative nonverbal behavior?
A) A firm handshake
B) Gesturing with open hand
C) Pointing a finger
D) Maintaining eye contact

Accepted Answer

Pointing a finger is often considered a negative nonverbal behavior because it can be perceived as aggressive or accusatory, making others feel uncomfortable or defensive.

Question 9

Which of the following is true of gender communication?
A) Males tend to be more bilateral in the use of their brain.
B) Males are most comfortable being in close physical proximity with other males.
C) Females tend to learn more nurturing and relationship skills early.
D) Females approach life from a more aggressive, competitive stance.

Accepted Answer

Females often learn nurturing and relationship skills early in life due to socialization patterns that emphasize these roles for women. This is reflected in how they communicate, often focusing on building connections and empathy.

Question 10

Explain the four spatial cues in which interpersonal interactions occur.

Accepted Answer

The answer of Explain the four spatial cues in which...

Question 11

Explain the impact of culture in customer interaction and service.

Accepted Answer

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Question 12

If a service provider is to understand and serve people who might be different from them, they must first become aware that ________.
A) they are also very similar
B) conducting business with them is always unsuccessful
C) culture does not play a significant role
D) the Internet is always the best source of information

Accepted Answer

Understanding and serving people who might be different requires recognizing both differences and similarities. Acknowledging similarities helps in building connections and empathy, which are crucial for effective service provision.

Question 13

In order to be the most successful in a customer service environment, service providers must ________.
A) develop the skills necessary to interact with both men and women
B) learn to focus on the behaviors of women, because they make up the largest customer base
C) learn to focus on the behaviors of men, as they are more often the decision-makers
D) ignore any gender differences and treat every customer identically

Accepted Answer

Developing skills to interact with both men and women ensures that service providers can effectively communicate and meet the needs of all customers, regardless of gender. This approach is inclusive and recognizes the diversity of the customer base.

Question 14

Holding hands near or over the mouth may present problems for those who ________.
A) rely on reading lips to understand messages
B) have a vision impairment
C) communicate well with you
D) recognize your message is one of certainty

Accepted Answer

Holding hands near or over the mouth can obscure the mouth area, making it difficult for individuals who rely on lip-reading, a common strategy among those who are deaf or hard of hearing, to understand spoken messages.

Question 15

What are clusters?

Accepted Answer

The answer of What are clusters?...

Quiz 4: Nonverbal Communication Skills

As a service provider, one way to show you respect customers and are eager to assist as they approach is to ________.

The process of clarifying a nonverbal cue that was received by stating what behavior was observed, giving one or two possible interpretations, and then asking the message sender for clarification is called ________.

What is the editorial eyebrow?

________ refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

If service is going to be delayed or take longer than planned, it is best to ________.

What is the role of gender in nonverbal communication?

Groupings of nonverbal behavior, such as crossed arms and friendly touching, are called ________.

Which of the following is an example of negative nonverbal behavior?

Which of the following is true of gender communication?

Explain the four spatial cues in which interpersonal interactions occur.

Explain the impact of culture in customer interaction and service.

If a service provider is to understand and serve people who might be different from them, they must first become aware that ________.

In order to be the most successful in a customer service environment, service providers must ________.

Holding hands near or over the mouth may present problems for those who ________.

What are clusters?