Question 1

On the whole, the younger generations prefer to conduct business and make purchases online or by phone instead of face-to-face.

Accepted Answer

Studies have shown that younger generations, such as millennials and Gen Z, prefer the convenience and efficiency of conducting business and making purchases online or over the phone, rather than in person.

Question 2

Etiquette considered appropriate when interacting with disabled people is based primarily on respect and courtesy without being condescending.

Accepted Answer

The statement is true, as disabled people should be treated with respect and courtesy just like anyone else, without being spoken to or treated in a condescending manner.

Question 3

Repeating back what is said using other words for clarification is called
A) stereotyping.
B) concept of authority.
C) paraphrasing.
D) concept of understanding.

Accepted Answer

Paraphrasing means to rephrase or repeat what is said using different words for clarification. Stereotyping refers to making assumptions about someone based on their background or group affiliation. Concept of authority means using someone's position of power or expertise as evidence for their statements. Concept of understanding is not a commonly used term related to communication strategies.

Question 4

It is not important for companies to plan ahead to meet the requirements of their customers with disabilities.

Accepted Answer

It is important for companies to plan ahead to meet the requirements of their customers with disabilities to ensure equal access and inclusion for all consumers. Failure to do so can result in lost business and potential legal consequences. Additionally, it is a socially responsible practice to make goods and services accessible to everyone.

Question 5

When serving a person who is accompanied by a service dog, it is advisable to touch the service animal.

Accepted Answer

It is not advisable to touch a service animal as it can distract them from their duties and potentially compromise the safety of their handler. It is important to speak directly to the person and not the service animal, and to respect the animal's role and responsibilities.

Question 6

The Mature Generation consists of consumers who are typically more loyal and prefer not to shop online because they may not be very computer savvy.

Accepted Answer

The statement describes characteristics commonly associated with the Mature Generation.

Question 7

Examples of diversity include race, age, gender, sexual orientation, ethnicity, physical ability, religion, education, and appearance.

Accepted Answer

Diversity includes multiple dimensions that may differ among individuals or groups, including those listed above.

Question 8

The purchase of labor from a source outside of the company rather than using the company's own staff is called
A) homeshoring.
B) outsourcing.
C) nearshoring.
D) none of the above.

Accepted Answer

The term used for purchasing labor from a source outside of the company rather than using the company's own staff is outsourcing. Homeshoring refers to outsourcing work to individuals working from home, and nearshoring refers to outsourcing work to a nearby country.

Question 9

A person from Generation Z is more self-directed and processes information at lightening speed.

Accepted Answer

Studies have shown that Generation Z individuals are typically more independent and self-directed due to having grown up in an age of technology and instant gratification. They are also known for having a shorter attention span but being able to process vast amounts of information quickly.

Question 10

Because rules differ among cultures about how to talk to and act toward others, service communication problems arise.

Accepted Answer

Yes, this statement is true. Cultural differences can lead to misunderstandings and difficulties in service communication. Different cultures may have different expectations and norms regarding communication styles, gestures, tone of voice, personal space, and many other factors that can impact how service providers interact with their customers. To provide effective service, it's important to be aware of and respect these differences, and adapt accordingly.

Question 11

Compared to outsourcing, nearshoring offers certain advantages such as similar time zones, cultural and linguistic affinity, geographical proximity, as well as economic, political, or historical linkages.

Accepted Answer

Nearshoring involves outsourcing to a nearby country, often in the same region or continent, and therefore offers advantages such as similar time zones, cultural and linguistic affinity, geographical proximity, as well as economic, political, or historical linkages.

Question 12

Culture is defined as a system of shared values, beliefs, and rituals that are learned and passed on through generations of families and social groups.

Accepted Answer

This is the definition of culture commonly accepted in sociology and anthropology.

Question 13

A disability is a condition caused by an accident, trauma, genetics, or disease, which may limit a person's mobility, hearing, vision, speech, or mental function.

Accepted Answer

A disability is indeed a condition caused by one or more of these factors that can limit a person's abilities in various ways.

Question 14

When compared to offshoring or nearshoring, homeshoring is more likely to risk accent fatigue, cultural disconnection, and customer rage.

Accepted Answer

Homeshoring involves employing workers who work from home within the same country as the business, reducing risks related to accent fatigue, cultural disconnection, and customer rage compared to offshoring or nearshoring, which involve outsourcing work to other countries.

Question 15

To communicate effectively with other people, we must know them as individuals--their unique background, personality, preferences, and style.

Accepted Answer

Effective communication requires understanding the individual characteristics of the people we interact with. This includes their background, personality, preferences, and communication style. Without this understanding, communication may be less effective and misunderstandings more likely to occur.

Question 16

According to the Americans with Disabilities Act, a service animal is any animal that has been individually trained to provide assistance or perform tasks for the benefit of a person with a physical or mental disability.

Accepted Answer

This statement accurately reflects the definition of a service animal according to the Americans with Disabilities Act.

Question 17

Despite generational differences, workers and customers tend to view service in the same way.

Accepted Answer

Workers and customers may have different expectations and interpretations of good service based on their generational differences. For example, younger customers may prefer digital communication channels while older customers may prefer face-to-face interaction. Similarly, younger workers may value flexibility and work-life balance, while older workers may prioritize stability and job security.

Question 18

It is best not to ask questions when you are unsure of what to do when communicating with a disabled person.

Accepted Answer

It is important to ask questions and communicate with disabled individuals in order to better understand their needs and how to accommodate them. However, it is important to ask respectfully and avoid making assumptions or stereotyping based on disability.

Question 19

As business has turned more to an integrated world market to meet its needs, the difficulties of communicating at a global level have become increasingly widespread.

Accepted Answer

With the increasing globalization of business, communicating at a global level has become more challenging due to language barriers, cultural differences, time zone differences, and technological limitations.

Question 20

Cultural differences in nonverbal behaviors are not a common source of misunderstandings and conflict in the workplace.

Accepted Answer

Cultural differences in nonverbal behaviors can often lead to misunderstandings and conflict in the workplace. For example, gestures that are commonplace and acceptable in one culture may be seen as offensive or rude in another culture. It's important for individuals in diverse workplaces to recognize these differences and make an effort to understand and respect cultural norms related to nonverbal communication.

Quiz 2: The Global Customer