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Customer Service Skills for Success 7Th Edition By Robert Lucas – Test Bank
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Customer Service, 7e (Lucas)
Chapter 2 Contributing to the Service Culture
1) The service culture in every organization does not include beliefs and rituals.
Answer: FALSE
Explanation: The service culture is made up of various factors, including the values, beliefs, norms, rituals, and practices of a group or organization, and is different for each organization. No two organizations operate in the same manner, have the same focus, or provide management that accomplishes the same results.
Difficulty: 1 Easy
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
2) Any policy, procedure, action, or inaction on the part of an organization contributes to its service culture.
Answer: TRUE
Explanation: A service culture includes the values, beliefs, norms, rituals, and practices of a group or organization. Any policy, procedure, action, or inaction on the part of an organization contributes to its service culture.
Difficulty: 1 Easy
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
3) Companies that are customer-centric typically view customers from the standpoint of what company products or services they use.
Answer: FALSE
Explanation: Companies that are top-down-oriented (with upper management at the top of their hierarchy and customers as a final element or afterthought) or product-centered view customers from the standpoint of what company products or services they use. On the contrary, organizations that are customer-centered or customer-centric focus on individual needs.
Difficulty: 2 Medium
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
4) In the past, a company’s primary approach to attract and hold customers was to continually make changes to its product and service lines.
Answer: TRUE
Explanation: In the past, organizations were continually making changes to their product and service lines to try to attract and hold customers. Often this has been their primary approach to customer satisfaction. Now, many organizations have become more customer-centric and stress relationships with customers. They realize that it is cheaper, and smarter, to focus efforts on better customer service to keep current customers.
Difficulty: 2 Medium
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
5) Customer-centric organizations have realized that it is cheaper to attract new customers than to try and retain their current customers.
Answer: FALSE
Explanation: Many major organizations have become more customer-centric and focused on relationships with customers. They realize that it is cheaper, and smarter, to keep current customers rather than subscribe to a revolving-door approach of continually trying to attract new customers to replace the ones that they lost to competitors.
Difficulty: 2 Medium
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
6) A company’s mission is generally driven from the top of the organization.
Answer: TRUE
Explanation: Generally, an organization’s approach to business, its mission or its service philosophy, is driven from the top of the organization. Upper management, including members of the board of directors, when appropriate, sets the vision or tone and direction of the organization.
Difficulty: 1 Easy
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
7) Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure and service culture of an organization.
Answer: TRUE
Explanation: Most successful organizations have written mission and vision statements that answer the questions of “What does the organization do?” and “Why does the organization exist?” Mission statements should tie back to the vision statement and should be incorporated into the infrastructure (e.g., HR policies and procedures) and service culture of an organization.
Difficulty: 2 Medium
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
8) Employee expectations are perceptions about positive and negative aspects of the workplace.
Answer: TRUE
Explanation: Employee expectations are perceptions about positive and negative aspects of the workplace. Depending on your job, the size and type of your organization, and the industry involved, the employee roles and employee expectations may be similar from one organization to another, and yet they may be performed in a variety of different ways.
Difficulty: 1 Easy
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
9) For any goal to be attained, it must be believable to the people who will strive to reach it and to the supervisors or team leaders who will monitor it.
Answer: TRUE
Explanation: For any goal to be attained, it must be believable to the people who will strive to reach it and to the supervisors or team leaders who will monitor it. The biggest issues in developing goals are to make them worthy of belief and faithful to the values of the individual and organization, and to ensure that they make sense and tie in directly with the established overall departmental and organizational goals.
Difficulty: 1 Easy
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
10) Employees should share their organization’s internal problems with the customers.
Answer: FALSE
Explanation: Employees must ensure that service continues to be delivered to customers seamlessly. Customers should not hear about internal problems. They should be able to expect that the products and services they paid for are delivered when promised, in the manner agreed upon, and without inconvenience to them.
Difficulty: 2 Medium
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
11) A sole proprietorship is a one-owner business.
Answer: TRUE
Explanation: A sole proprietorship is a one-owner and more than one is often considered a partnership. The growth of sole proprietorships and small businesses has an upside in that they provide more choices for customers.
Difficulty: 1 Easy
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
12) The return policy of an organization is a gauge customers use to determine where they will spend their time and money.
Answer: TRUE
Explanation: An effective return policy is part of the overall service process. In addition to service received, the return policy of an organization is another gauge customers use to determine where they will spend their time and money.
Difficulty: 2 Medium
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
13) Protégés are individuals in an organization who dedicate time and effort to befriend and assist others.
Answer: FALSE
Explanation: Mentors are individuals who dedicate time and effort to befriend and assist others. In an organization, they are typically people with a lot of knowledge, experience, skills, and initiative, and have a large personal and professional network established. A protégé is typically a less-experienced recipient of the efforts of the mentor.
Difficulty: 1 Easy
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
14) An organization should periodically conduct an inspection of its systems and practices in order to better serve customers and to be competitive in a global service economy.
Answer: TRUE
Explanation: An organization should periodically conduct an inspection of its systems and practices to decide where the company is now and where it needs to be to better serve customers and to be competitive in a global service economy. The manner in which internal and external customer needs are addressed also should be reviewed. For example, are surveys, focus groups, or customer–provider meetings/forums conducted within the organization?
Difficulty: 1 Easy
Topic: Establishing a Service Strategy
Learning Objective: 02-02 Define a service strategy.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
15) The service delivery system of an organization includes having customers deal with the organization’s internal policies, practices, or politics.
Answer: FALSE
Explanation: Customers should not have to deal with internal policies, practices, or politics. They should be able to contact the service provider; get the information they need; make a buying decision, where appropriate; and have the products or services they have selected flawlessly delivered in a timely, professional manner.
Difficulty: 2 Medium
Topic: Customer-Friendly Systems
Learning Objective: 02-03 Recognize customer-friendly systems.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
16) The type of delivery system used by organizations to serve customers is not important.
Answer: FALSE
Explanation: The type of delivery system used by organizations to serve customers is important because it affects staffing numbers, costs, technology, scheduling, and many other factors.
Difficulty: 1 Easy
Topic: Customer-Friendly Systems
Learning Objective: 02-03 Recognize customer-friendly systems.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
17) In a direct contact environment, customers interact directly with an organization’s representative.
Answer: TRUE
Explanation: The major difference between the two types of service delivery systems is that in a direct contact environment, customers interact directly with people, whereas in an indirect system their needs are met primarily with self-service through technology (possibly integrated with the human factor in customer contact/call centers) integrated with Internet services.
Difficulty: 1 Easy
Topic: Customer-Friendly Systems
Learning Objective: 02-03 Recognize customer-friendly systems.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
18) By outsourcing jobs to a third party, companies can save money by reducing health benefits or retirement payments.
Answer: TRUE
Explanation: By outsourcing jobs to a third party, companies can save money by eliminating large ongoing salaries; reducing health benefits, retirement, and 401(k) payments; avoiding the need to purchase and update computers and related equipment and a myriad of other equipment; increasing workforce size without necessarily doing likewise to the budget; and bringing in new, fresh expertise, ideas, and perspectives from outside the organization.
Difficulty: 2 Medium
Topic: Customer-Friendly Systems
Learning Objective: 02-03 Recognize customer-friendly systems.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
19) Employees should focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers.
Answer: FALSE
Explanation: An important strategy for an organization to adopt to create a positive customer-centric service culture is to form a solid relationship with its customers. Employees should focus on developing an ongoing relationship with customers instead of taking a one-time service or sales opportunity approach.
Difficulty: 1 Easy
Topic: Strategies for Promoting a Positive Service Culture
Learning Objective: 02-04 Implement strategies for promoting a positive service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
20) To demonstrate strong support for their company, frontline employees or supervisors should always use “they” language when dealing with customers.
Answer: FALSE
Explanation: One mistake that many frontline employees and supervisors make in communications with customers is to intentionally or unintentionally demonstrate a lack of commitment or support for their company and a sense of powerlessness. A common way in which this occurs is with the use of “they” language when dealing with customers.
Difficulty: 2 Medium
Topic: Strategies for Promoting a Positive Service Culture
Learning Objective: 02-04 Implement strategies for promoting a positive service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
21) A service professional should partner with customers to promote a positive service culture.
Answer: TRUE
Explanation: To promote a positive service culture, a service professional should partner with customers, treat vendors and suppliers as customers, share resources, and demonstrate commitment, among other strategies.
Difficulty: 1 Easy
Topic: Strategies for Promoting a Positive Service Culture
Learning Objective: 02-04 Implement strategies for promoting a positive service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
22) An organization that is committed to providing excellent customer service encourages open communication between frontline employees and all levels of management.
Answer: TRUE
Explanation: An organization that is committed to providing excellent customer service encourages open communication between frontline employees and all levels of management. This openness in communication sets excellent companies apart from average ones.
Difficulty: 1 Easy
Topic: Separating Average Companies from Excellent Companies
Learning Objective: 02-05 Separate average companies from exceptional companies.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
23) Typically, in organizations that demonstrate a strong commitment to customer service, the status quo is acceptable.
Answer: FALSE
Explanation: Typically, in organizations that demonstrate a strong commitment to customer service, the status quo is not acceptable. Excellent companies work to challenge the status quo.
Difficulty: 2 Medium
Topic: Separating Average Companies from Excellent Companies
Learning Objective: 02-05 Separate average companies from exceptional companies.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
24) Generally, most customers want the transactions to be quick; hence, they do not expect pleasantries such as “please” and “thank you.”
Answer: FALSE
Explanation: Most customers expect certain intangible things during a service encounter, such as personal recognition, courtesy (pleasantries such as “please” and “thank you”), timely service, and professionalism.
Difficulty: 1 Easy
Topic: What Customers Want
Learning Objective: 02-06 Identify what customers want.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
25) If frontline employees are angry because of a policy, procedure, management, or a customer, they must always communicate their frustrations or pressures with that customer.
Answer: FALSE
Explanation: If frontline employees are angry because of a policy, procedure, management, or the customer, they must strive to mask that feeling. Customers should not have to deal with the employees’ frustrations or pressures.
Difficulty: 1 Easy
Topic: What Customers Want
Learning Objective: 02-06 Identify what customers want.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
26) Which of the following statements is true of a top down-oriented organization?
- A) Customers are at the top of the organization’s structure.
- B) It typically focuses on individual needs of customers rather than its products.
- C) It typically views the senior management as a final element or afterthought.
- D) Upper management is at the top of the hierarchy.
Answer: D
Explanation: Organizations that are top-down-oriented have upper management at the top of their hierarchy and customers as a final element or afterthought.
Difficulty: 1 Easy
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
27) Which of the following statements is true of successful organizations?
- A) The mission and vision statements of these organizations are completely different.
- B) They typically view customers from the standpoint of what company products or services they use.
- C) The members of the upper management make themselves visible to frontline employees.
- D) They realize that it is cheaper to continually attract new customers than to retain current customers.
Answer: C
Explanation: In successful organizations, members of upper management make themselves visible to frontline employees and are in tune with customer needs, wants and expectations. They also “walk the talk” and continually drive and communicate the mission and vision of the organization through their words, actions, and decisions.
Difficulty: 2 Medium
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
28) In an organization, ________ are the task assignments that service providers assume.
- A) service delivery systems
- B) customer expectations
- C) employee roles
- D) value chain activities
Answer: C
Explanation: Employee roles are the task assignments that service providers assume. Depending on the job, the size and type of organization, and the industry involved, the employee roles and employee expectations may be similar from one organization to another, and yet they may be performed in a variety of different ways.
Difficulty: 1 Easy
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
29) Which of the following characteristics is included in RUMBA?
- A) Abstract
- B) Understandable
- C) Measureless
- D) Rigid
Answer: B
Explanation: For an organization to be successful in providing superior service to its external and internal customers, its roles and expectations must be defined and communicated in terms of the following characteristics, sometimes referred to as RUMBA (Realistic, Understandable, Measurable, Believable, Attainable).
Difficulty: 1 Easy
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
30) In a purely customer-focused environment, service measurement is typically in terms of ________.
- A) employee turnover
- B) the number of products manufactured
- C) potential sales
- D) the number of customer complaints
Answer: D
Explanation: In a purely customer-focused environment, service measurement can be in terms of factors such as talk time on the telephone, the number of customers effectively served, customer feedback surveys and satisfaction cards, and letters or other written correspondence or—on the negative side—by customer complaints.
Difficulty: 1 Easy
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
31) Managers should ensure that employees ________.
- A) focus on attracting new customers rather than retaining current customers
- B) communicate the internal problems of the organization to customers
- C) are given assignments that tie in directly with the ultimate purpose or mission and overall values or beliefs of the organization
- D) are assigned goals which are difficult to obtain in order to ensure maximum productivity
Answer: C
Explanation: When developing employee goals, it is important to ensure that they make sense and tie in directly with the established overall departmental and organizational goals. Too often, employees are given assignments that are contrary to the ultimate purpose or mission and overall values or beliefs of the organization.
Difficulty: 2 Medium
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
32) Emma is the manager of a small beauty salon. She deals with different kinds of customers and has to ensure that the customer needs are identified and satisfied. To develop an effective customer service, she should do which of the following?
- A) Always use “they” language when dealing with customers and hide behind “company policy” when handling customer problems
- B) Continually strive to gain new knowledge and skills and deliver the level of service equal to that offered by established salons
- C) Focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers
- D) Exclude the information collected from customer feedback surveys when measuring the service performance of her salon
Answer: B
Explanation: To stave off failure and help ensure that customer needs are identified and satisfied, Emma must continually strive to gain new knowledge and skills while working hard to deliver a level of service equal to that offered by the bigger organizations.
Difficulty: 3 Hard
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Apply
AACSB: Reflective Thinking; Analytical Thinking
Accessibility: Keyboard Navigation
33) Retail and service organizations should ________.
- A) focus on attracting new customers instead of trying to retain current customers
- B) communicate their internal problems to customers
- C) establish policies and procedures that are flexible
- D) respond to customer complaints using “company policy” as an excuse
Answer: C
Explanation: There are a lot of local, state, and federal regulations with which an organization must comply. However, retail and service organizations should establish policies and procedures that are flexible to satisfy customer needs as quickly and efficiently as possible.
Difficulty: 2 Medium
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
34) Which of the following approaches helps companies develop an effective organizational culture?
- A) Companies should recognize, appreciate, and regularly reward the performance of their employees.
- B) Companies should always view customers from the standpoint of what company products or services they use.
- C) Companies should develop mission statements that are completely different from the vision statement.
- D) Companies should ensure that employee roles are contrary to the overall values or beliefs of the organization.
Answer: A
Explanation: In any employee environment, people work more effectively and productively when their performance is recognized and adequately rewarded. Many organizations use public recognition, contests, games, employee activities (sporting or other events), financial rewards, incentives (gifts or trips), employee-of-the-month or -year awards, and a variety of other techniques to show appreciation for employee efforts.
Difficulty: 1 Easy
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
35) ________ is used to describe when lower-level employees in an organization are given decision-making and problem-resolution authority.
- A) Micromanagement
- B) Empowerment
- C) Centralization
- D) Totalitarianism
Answer: B
Explanation: Empowerment is the word used to describe the giving of decision-making and problem-resolution authority to lower-level employees in an organization. This precludes having to get permission from higher levels to take action or serve a customer.
Difficulty: 1 Easy
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
36) What is another advantage of empowerment?
- A) It provides a morale boost to inexperienced or failing employees.
- B) It hides internal problems from the customer.
- C) It requires frontline employees in an organization to decrease contact with their managers.
- D) It is an intangible way that service organizations reward employees.
Answer: D
Explanation: Empowerment is the word used to describe the giving of decision-making and problem-resolution authority to lower-level employees in an organization. Empowerment is also an intangible way that successful service organizations reward employees. Often someone who has decision-making authority feels better about himself or herself and the organization.
Difficulty: 2 Medium
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
37) Which of the following is the first step that an organization should take in creating or redefining its service environment?
- A) Empowering its employees to better serve customers
- B) Making sure it knows who its customers really are
- C) Conducting an inspection of its systems and practices
- D) Reviewing the manner in which external customer needs are addressed
Answer: B
Explanation: The first step a company should take in creating or redefining its service environment is to make sure it knows who its customers really are and how it plans to attract and hold those customers.
Difficulty: 1 Easy
Topic: Establishing a Service Strategy
Learning Objective: 02-02 Define a service strategy.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
38) ________ are a method of reviewing the manner in which internal and external customer needs are addressed.
- A) Ethical codes
- B) Vision statements
- C) Churn rates
- D) Focus groups
Answer: D
Explanation: The manner in which internal and external customer needs are addressed should be regularly reviewed by means such as surveys, focus groups, or customer–provider meetings/forums.
Difficulty: 1 Easy
Topic: Establishing a Service Strategy
Learning Objective: 02-02 Define a service strategy.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
39) To ensure the success of an organization’s customer service, a service professional should do which of the following?
- A) Continually reevaluate what he/she does on a daily basis when dealing with customers
- B) Communicate the organization’s internal policies, practices, or politics to customers
- C) Focus on attracting new customers rather than trying to retain existing customers
- D) Always use “they” language when dealing with customers
Answer: A
Explanation: It is not just an organization’s responsibility to ensure the success of customer service. Service professionals also have to be familiar with the organization’s goals and work toward helping make them successful. A simple way to accomplish this is to give thought to their role in the service process and continually reevaluate what they do on a daily basis when dealing with customers.
Difficulty: 2 Medium
Topic: Establishing a Service Strategy
Learning Objective: 02-02 Define a service strategy.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
40) ________ is defined as a group of processes in an organization that makes service seamless to customers by ensuring that things work properly and the customer is satisfied.
- A) Customer-friendly system
- B) Employee empowerment
- C) Product development
- D) Management information system
Answer: A
Explanation: Customer-friendly systems refer to the processes in an organization that make service seamless to customers by ensuring that things work properly and the customer is satisfied.
Difficulty: 1 Easy
Topic: Customer-Friendly Systems
Learning Objective: 02-03 Recognize customer-friendly systems.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
41) The means by which an organization effectively gets its products and services to customers is known as:
- A) outsourcing
- B) service delivery systems
- C) micromanagement
- D) service measurement
Answer: B
Explanation: Service delivery systems are a combination of people, technology, and other internal and external elements that make up your organization’s method of getting its products and services to customers.
Difficulty: 1 Easy
Topic: Customer-Friendly Systems
Learning Objective: 02-03 Recognize customer-friendly systems.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
42) To maintain an efficient service delivery system, an organization should always ________.
- A) ensure that frontline employees cannot make decisions without the permission of their supervisors
- B) ensure that customers do not have to deal with the internal policies, practices, and politics
- C) encourage its managers and frontline employees to use “they” language when dealing with customers
- D) view customers from the standpoint of what company products or services they use
Answer: B
Explanation: An organization must determine the best way to deliver quality products and service and to provide effective follow-up support to its customers. Customers should not have to deal with internal policies, practices, or politics.
Difficulty: 2 Medium
Topic: Customer-Friendly Systems
Learning Objective: 02-03 Recognize customer-friendly systems.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
43) An indirect delivery system typically involves ________.
- A) face-to-face interaction between employees and customers
- B) a hands-off self-service approach to customers
- C) extensive customer contact throughout the interaction.
- D) a more caring customer service approach than a direct delivery system
Answer: B
Explanation: The major difference between the two types of service delivery systems is that in a direct contact environment, customers interact directly with people, whereas an indirect system offers a hands-off self-service approach through technology (possibly integrated with the human factor in customer contact/call centers) integrated with Internet services.
Difficulty: 1 Easy
Topic: Customer-Friendly Systems
Learning Objective: 02-03 Recognize customer-friendly systems.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
44) A benefit for an organization that outsources its noncore positions is that ________.
- A) the long-term employee expertise of the organization is retained
- B) the organization’s reputation in the eyes of the local citizens improves significantly
- C) the loyalty of the remaining employees in the organization increases
- D) the need to purchase and update computers and related equipment is eliminated
Answer: D
Explanation: By outsourcing jobs, companies can save money by eliminating large ongoing salaries; reducing health benefits, retirement, and 401(k) payments; avoiding the need to purchase and update computers and related equipment and a myriad of other equipment; increasing workforce size without necessarily doing likewise to the budget; and bringing in new, fresh expertise, ideas, and perspectives from outside the organization.
Difficulty: 2 Medium
Topic: Customer-Friendly Systems
Learning Objective: 02-03 Recognize customer-friendly systems.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
45) Which of the following statements is a disadvantage for a company that outsources jobs?
- A) The need to purchase and update computers and related equipment increases substantially.
- B) The potential to groom and hire from within an enculturated workforce decreases.
- C) The work force size within the company increases, thereby increasing its salary budget.
- D) The company’s contribution to employee health benefits, retirement, and 401(k) payments increases.
Answer: B
Explanation: The practice of outsourcing jobs to a third party provides multiple benefits to companies while also bringing with it some downsides. On the negative side, long-term employee expertise is lost, employee loyalty to the organization suffers, succession planning opportunities and the potential to groom and hire from within an enculturated workforce is reduced, and the organization’s reputation in the eyes of local citizens is potentially tarnished due to sending jobs away.
Difficulty: 2 Medium
Topic: Customer-Friendly Systems
Learning Objective: 02-03 Recognize customer-friendly systems.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
46) Internal employees or external consultants who pose as customers in on-site visits, over the telephone, or online to determine how well customers are being served are known as ________.
- A) mystery shoppers
- B) lobbyists
- C) jobbers
- D) category captains
Answer: A
Explanation: Mystery shoppers are internal employees or external consultants who pose as customers in on-site visits, over the telephone, or online to determine how well customers are being served. The use of mystery shoppers is a strategy for gathering customer feedback and analyzing organizational effectiveness.
Difficulty: 1 Easy
Topic: Customer-Friendly Systems
Learning Objective: 02-03 Recognize customer-friendly systems.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
47) To promote a positive service culture, customer service professionals should always ________.
- A) view vendors and suppliers as salespeople whose only purpose is to serve them
- B) focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers
- C) be well versed in the many facets of their organization and its operation, related industry topics, and the competition
- D) use “they” language when dealing with customers
Answer: C
Explanation: The frontline contact person is likely to receive a variety of questions related to the organization. By being well versed in the many facets of the organization and its operation, related industry topics, and competition, the employee can project a more knowledgeable, helpful, and confident image that contributes to total customer satisfaction.
Difficulty: 1 Easy
Topic: Strategies for Promoting a Positive Service Culture
Learning Objective: 02-04 Implement strategies for promoting a positive service culture.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
48) Daniel, a customer service executive, has received a call from Mrs. Karen Lynn, a customer, complaining about a problem with her refrigerator. Mrs. Lynn wants to get the refrigerator fixed at no additional cost. However, the warranty period for the appliance has expired. In this scenario, which of the following responses will demonstrate Daniel’s commitment to customer service?
- A) “Mrs. Lynn, I cannot help you. The company policy states that customers have to bear the cost of repairs after the warranty period has expired.”
- B) “Mrs. Lynn, let me transfer your call to the sales department. They will brief you about the new products that are being offered this month.”
- C) “Mrs. Lynn, I’ve inquired about your request, but the manager has said that the company cannot incur the cost of repairing your refrigerator.”
- D) “Mrs. Lynn, what I can do to resolve this problem is to offer you a thirty percent discount on the repair costs and a two-year warranty on your appliance.”
Answer: D
Explanation: A common way in which employees express a lack of commitment is with the use of “they” language when dealing with customers. This can be in reference to management or policies or procedures; for example, “Mrs. Howard, I’d like to help, but our policy (they) says.” or “Mrs. Howard, I’ve checked on your request, but my manager (they) said we can’t.” An alternative to using “they” language is to take ownership or responsibility for a situation by telling the customer what you can do, not what you cannot do.
Difficulty: 3 Hard
Topic: Strategies for Promoting a Positive Service Culture
Learning Objective: 02-04 Implement strategies for promoting a positive service culture.
Bloom’s: Apply
AACSB: Reflective Thinking; Analytical Thinking
Accessibility: Keyboard Navigation
49) Which of the following is a characteristic of organizations that are highly committed to customer service?
- A) They discourage employee empowerment.
- B) They readily accept status quo of competitor.
- C) They benchmark the successful practices of competitors.
- D) They restrict communication between frontline employees and all levels of management.
Answer: C
Explanation: The following factors can demonstrate an organization’s level of service commitment: Executives spend time with the customers; executives spend time talking to frontline service providers; innovation and creativity are encouraged and rewarded; benchmarking (identifying successful practices of others) is done with similar organizations; open communication exists between frontline employees and all levels of management; the status quo is not acceptable.
Difficulty: 1 Easy
Topic: Separating Average Companies from Excellent Companies
Learning Objective: 02-05 Separate average companies from exceptional companies.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
50) Which of the following guidelines should customer service professionals follow to meet the expectations of customers?
- A) Service professionals should always use “they” language when dealing with customers.
- B) Service professionals should involve customers in situations that are out of their control.
- C) Service professionals should strive to mask their feelings of anger, frustration, and pressure from customers.
- D) Service professionals should focus on attracting new customers rather than trying to retain existing customers.
Answer: C
Explanation: Customers should not have to deal with the frustrations or pressures of service professionals. If an employee is angry because of a policy, procedure, management, or the customer, he/she must strive to mask that feeling.
Difficulty: 2 Medium
Topic: What Customers Want
Learning Objective: 02-06 Identify what customers want.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
51) From a customer’s perspective, what are the skills and qualifications that service employees in both large and small organizations must possess? What may happen if service employees fail to possess these skills?
Answer: Customers expect service employees to have a broad general knowledge of products and service; interpersonal communication skills; technical expertise related to products sold and serviced; customer-focused “can do” attitude; initiative; motivation; integrity; loyalty to the organization, products, and customers; team spirit; creativity; sound ethics; time management skills; problem-solving capability; and conflict resolution skills. If the service employee fails to possess or exhibit any or all of these factors, the result could be a breakdown in the relationship between the employee and the customer, with ultimately negative repercussions.
Difficulty: 2 Medium
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
52) Explain how a mentor can assist new employees.
Answer: When experienced people leave an organization, they will take decades of experience and knowledge and leave behind a huge gap in many organizations, especially those that have not created an effective exit strategy or prepared others to step into key roles and positions. Mentors are people who are well acquainted with the organization and its policies, politics, and processes. They are well connected (inside and outside the organization), communicate well, have the ability and desire to assist new employees (the protégé), and are capable and experienced. Therefore, through mentoring programs, they can assist new and young employees by sharing their knowledge and experiences with them.
Difficulty: 2 Medium
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
53) Explain how empowerment helps develop an effective service culture.
Answer: Employee empowerment is one way for a supervisor to help ensure that service providers can respond quickly to customer needs or requests. The intent of empowerment is a delegation of authority where a frontline service provider can take action without having to call a supervisor or ask permission. Such authority allows on-the-spot responsiveness to the customer while making service representatives feel trusted, respected, and like an important part of the organization. Empowerment is also an intangible way that successful service organizations reward employees. Often someone who has decision-making authority feels better about himself or herself and the organization.
Difficulty: 2 Medium
Topic: Defining a Service Culture
Learning Objective: 02-01 Explain the elements of a successful service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
54) What are the two types of delivery systems? Why is there a delicate balance in selecting a service delivery system?
Answer: The major difference between the two types of systems is that in a direct contact environment, customers interact directly with people, whereas in an indirect system their needs are met primarily with self-service through technology (possibly integrated with the human factor in customer contact/call centers) integrated with Internet services. There is a delicate balance in selecting a service delivery system. This is because each customer is unique and has personal preferences. While many prefer a hands-off self-service approach, others resent it and often view it as a loss of caring.
Difficulty: 2 Medium
Topic: Customer-Friendly Systems
Learning Objective: 02-03 Recognize customer-friendly systems.
Bloom’s: Understand
AACSB: Analytical Thinking
55) List the eleven strategies for promoting a positive service culture.
Answer: The following are the eleven strategies for promoting a positive service culture: Partner with customers; Explore your organization’s vision; Help communicate the culture and organizational vision to customers—daily; Demonstrate ethical behavior; Identify and improve your service skills; Become an expert on your organization; Demonstrate commitment; Treat vendors and suppliers as customers; Share resources; Work with, not against, your customers; and Provide service follow-up.
Difficulty: 2 Medium
Topic: Strategies for Promoting a Positive Service Culture
Learning Objective: 02-04 Implement strategies for promoting a positive service culture.
Bloom’s: Understand
AACSB: Analytical Thinking
Customer Service, 7e (Lucas)
Chapter 4 Nonverbal Communication Skills
1) Verbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals.
Answer: FALSE
Explanation: Nonverbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals sent by people, often in conjunction with verbal messages.
Difficulty: 1 Easy
Topic: Nonverbal Communication Defined
Learning Objective: 04-01 Define nonverbal communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
2) When messages are transmitted between two people during communication, verbal messages are likely to contradict or override nonverbal signals.
Answer: FALSE
Explanation: A significant fact to remember is that when messages are transmitted between two people during communication, nonverbal signals can contradict or override verbal messages. That does not mean that your words are unimportant. When in doubt about your message’s meaning, people tend to believe the nonverbal (facial, body, and vocal) parts.
Difficulty: 1 Easy
Topic: Nonverbal Communication Defined
Learning Objective: 04-01 Define nonverbal communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
3) When in doubt about your message meaning, people tend to believe the words spoken out loud.
Answer: FALSE
Explanation: In messages between two people, nonverbal signals can contradict or override words. When in doubt about your message’s meaning, people tend to believe the nonverbal parts.
Difficulty: 2 Medium
Topic: Nonverbal Communication Defined
Learning Objective: 04-01 Define nonverbal communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
4) Nonverbal communication gives no room for misinterpretation of the cues used by different people.
Answer: FALSE
Explanation: Although nonverbal cues carry powerful messages, there is considerable room for misinterpretation of the cues used by different people involved in it. Other people may send and receive nonverbal cues differently from the way you would.
Difficulty: 2 Medium
Topic: Nonverbal Communication Defined
Learning Objective: 04-01 Define nonverbal communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
5) Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, and grooming are called body language.
Answer: TRUE
Explanation: Body language refers to nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, and grooming. By recognizing, understanding, and reacting appropriately to the body language of your customers, as well as using positive body language yourself, you will communicate with them more effectively.
Difficulty: 2 Medium
Topic: Body Language
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
6) The key to reading body language is to realize that your interpretation should be used only as an indicator of the true meaning.
Answer: TRUE
Explanation: Placing too much importance on nonverbal cues could lead to miscommunication and possibly a service breakdown. The key to reading body language is to realize that your interpretations should be used only as an indicator of the customer’s true message meaning.
Difficulty: 2 Medium
Topic: Body Language
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
7) In most Western cultures, the typical period of time that is comfortable for holding eye contact is about 25 to 30 seconds.
Answer: FALSE
Explanation: In most Western cultures, the typical period of time that is comfortable for holding eye contact is 5 to 10 seconds. Then, an occasional glance away is normal and expected.
Difficulty: 1 Easy
Topic: Body Language
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
8) Although changes in voice tone add vocal variety to messages, they do not affect interpretation of meaning.
Answer: FALSE
Explanation: These changes are referred to as inflection or pitch. They add vocal variety to messages and can dramatically affect interpretation of meaning.
Difficulty: 2 Medium
Topic: Vocal Cues
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
9) The average rate of speech for most adults in a workplace setting is 125 to 150 words per minute.
Answer: TRUE
Explanation: Rate of speech refers to the number of words spoken per minute. An average rate of speech for most adults in a workplace setting in Western cultures is 125 to 150 words per minute (wpm).
Difficulty: 1 Easy
Topic: Vocal Cues
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
10) Time allocation refers to the amount of attention given to a person or project.
Answer: TRUE
Explanation: The amount of attention given to a person or project is referred to as time allocation. Some organizations have standards for servicing customers within a specific time frame, but these time allocations should be targets, not absolute deadlines, since all customer transactions cannot be resolved in a specified period of time.
Difficulty: 2 Medium
Topic: Nonverbal Cues and Their Effect on Customers
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
11) A service provider must get back to a customer and renegotiate if the deadlines or agreed-upon terms can’t be met.
Answer: TRUE
Explanation: If a service provider can’t meet agreed-upon terms or time frames, it is necessary to get back to the customer and renegotiate in order to maintain the customer’s trust.
Difficulty: 2 Medium
Topic: Nonverbal Cues and Their Effect on Customers
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
12) The term gender communication is used to refer to communication between males and females.
Answer: TRUE
Explanation: Gender communication is the term used to refer to communication between genders. Understanding the nuances often exhibited when people of the opposite gender come into contact with you increases your chances of providing customer satisfaction.
Difficulty: 1 Easy
Topic: The Role of Gender in Nonverbal Communication
Learning Objective: 04-03 Explain the effect that gender has on communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
13) Generally speaking, males learn nurturing and relationship skills early, whereas females approach life from a more aggressive and competitive stance.
Answer: FALSE
Explanation: Females generally tend to learn more nurturing and relationship skills early, whereas males approach life from a more aggressive, competitive stance. These differences in approaches to relationship building can have an impact in the customer service environment.
Difficulty: 1 Easy
Topic: The Role of Gender in Nonverbal Communication
Learning Objective: 04-03 Explain the effect that gender has on communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
14) Women are likely to be more bilateral in the use of their brain.
Answer: TRUE
Explanation: Women often tend to be more bilateral in the use of their brain. They can switch readily between the left (analytical, logical, factual, facts-and-figures-oriented) and right (emotional, creative, artistic, romantic, and expressive of feelings) brain hemispheres in various situations. Men, on the other hand, tend to be more lateral in their thinking.
Difficulty: 1 Easy
Topic: The Role of Gender in Nonverbal Communication
Learning Objective: 04-03 Explain the effect that gender has on communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
15) If you are to understand and serve people who might be different from you, you must first become aware that they are also very similar to you.
Answer: TRUE
Explanation: With cultural diversity comes a challenge. If you are to understand and serve people who might be different from you, you must first become aware that they are also very similar to you.
Difficulty: 2 Medium
Topic: The Impact of Culture on Nonverbal Communication
Learning Objective: 04-04 Describe the effect of culture on nonverbal communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
16) The number of service providers and customers with varied backgrounds has been declining at a rapid pace.
Answer: FALSE
Explanation: As a result of growing cultural diversity, the number of service providers and customers with varied backgrounds is growing at a rapid pace.
Difficulty: 1 Easy
Topic: The Impact of Culture on Nonverbal Communication
Learning Objective: 04-04 Describe the effect of culture on nonverbal communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
17) Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.
Answer: TRUE
Explanation: If you are to be successful in interacting with a wide variety of people, you will need to understand the impact of culture by learning about many behaviors, habits, values, and beliefs from around the world. Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.
Difficulty: 1 Easy
Topic: The Impact of Culture on Nonverbal Communication
Learning Objective: 04-04 Describe the effect of culture on nonverbal communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
18) Hundreds of years ago, a handshake was used in many cultures to determine whether a person was holding a weapon.
Answer: TRUE
Explanation: Hundreds of years ago, a handshake was used in many cultures to determine whether a person was holding a weapon. Later, a firm handshake became a show of commitment or of one’s word.
Difficulty: 1 Easy
Topic: Negative Nonverbal Behaviors
Learning Objective: 04-05 Identify unproductive behaviors.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
19) Playing with hair, pulling at an ear, and other such habits should be minimized because they tend to send negative messages to customers.
Answer: TRUE
Explanation: Using some mannerisms can indicate to a customer that you are anxious, annoyed, or distracted. Cues such as playing with hair, tugging at clothing, handwringing, throat-clearing, biting or licking your lips, or drumming your fingers or tapping a surface with a pencil or other object can all send a potentially annoying and negative message.
Difficulty: 2 Medium
Topic: Negative Nonverbal Behaviors
Learning Objective: 04-05 Identify unproductive behaviors.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
20) Displaying an editorial eyebrow is most likely to be viewed as questioning a customer’s honesty.
Answer: TRUE
Explanation: This mannerism is sometimes called the editorial eyebrow because some television broadcasters raise their eyebrow. With only one eyebrow arched, this often signals skepticism. It can be viewed as questioning the customer’s honesty.
Difficulty: 2 Medium
Topic: Negative Nonverbal Behaviors
Learning Objective: 04-05 Identify unproductive behaviors.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
21) Nonverbal communication is a scientific method to understand human beings.
Answer: FALSE
Explanation: Nonverbal communication is not a science. That is because each person is a unique combination of factors such as personal backgrounds, educational experiences, cultures, and life experiences which affect their nonverbal behaviors and interpretations
Difficulty: 1 Easy
Topic: Nonverbal Communication Strategies
Learning Objective: 04-06 Use a variety of nonverbal communication strategies.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
22) When they are not attentive, service providers miss important vocal and visual clues related to customer feelings.
Answer: TRUE
Explanation: Inattentiveness leads to missed opportunities. Too often, service providers miss important vocal and visual clues related to customer feelings or needs because they are distracted doing other things or not being attentive.
Difficulty: 1 Easy
Topic: Nonverbal Communication Strategies
Learning Objective: 04-06 Use a variety of nonverbal communication strategies.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
23) Perception checking is one way to clarify a nonverbal cue by stating the behavior that was observed.
Answer: TRUE
Explanation: Perception checking involves stating the behavior observed, giving one or two possible interpretations, and then asking for clarification of message meaning.
Difficulty: 1 Easy
Topic: Nonverbal Communication Strategies
Learning Objective: 04-06 Use a variety of nonverbal communication strategies.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
24) Standing up when customers arrive or approach is an indicator of a customer-focused behavior.
Answer: TRUE
Explanation: Depending on the layout of the work area, if you are seated behind a desk when a customer arrives or approaches you, stand up and greet him or her. This helps to demonstrate customer-focused behavior.
Difficulty: 1 Easy
Topic: Customer-Focused Nonverbal Behavior
Learning Objective: 04-07 Demonstrate specific customer-focused nonverbal behavior.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
25) Offering customers something to drink when they come to your office, or if they are attending lengthy meetings, is appropriate.
Answer: TRUE
Explanation: Customers should be treated like “guests” the same way you would at home. Offer to get them something to drink if they come to your office or if they are attending lengthy meetings.
Difficulty: 2 Medium
Topic: Customer-Focused Nonverbal Behavior
Learning Objective: 04-07 Demonstrate specific customer-focused nonverbal behavior.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
26) Which of the following statements is true about nonverbal messages?
- A) They are likely to be highly ineffective in customer interactions.
- B) They clearly indicate that words have little relevance.
- C) They are likely to contradict or override verbal messages.
- D) They replace most written communication in business.
Answer: C
Explanation: Nonverbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals sent by people, often in conjunction with verbal messages. When in doubt, people tend to place more value on nonverbal messages.
Difficulty: 2 Medium
Topic: Nonverbal Communication Defined
Learning Objective: 04-01 Define nonverbal communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
27) Which of the following is a problem associated with nonverbal cues?
- A) They are highly ineffective in customer interactions.
- B) They are incapable of carrying powerful messages.
- C) They are likely to be misinterpreted.
- D) They are overridden by verbal messages.
Answer: C
Explanation: The skill of recognizing, assigning meaning, and responding appropriately to nonverbal messages is not exact. Although nonverbal cues carry powerful messages, there is considerable room for misinterpretation of the cues used by different people.
Difficulty: 2 Medium
Topic: Nonverbal Communication Defined
Learning Objective: 04-01 Define nonverbal communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
28) Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, and grooming are known as ________.
- A) verbal fillers
- B) pupilometrics
- C) paralanguage
- D) body language
Answer: D
Explanation: Body language refers to the nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, grooming, and many other cues.
Difficulty: 1 Easy
Topic: Body Language
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
29) In most Western cultures, the typical period of time that is comfortable for holding eye contact is _____ seconds.
- A) 5 to 10
- B) 15 to 20
- C) 25 to 30
- D) 35 to 40
Answer: A
Explanation: If either the length or the frequency of eye contact differs from the “norm,” many people might think that you are being rude or offensive. In most Western cultures, the typical period of time that is comfortable for holding eye contact is 5 to 10 seconds.
Difficulty: 1 Easy
Topic: Body Language
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
30) Pitch, volume, rate, quality, articulation, and other attributes are known as ________.
- A) vocal cues
- B) spatial cues
- C) verbal fillers
- D) proxemics
Answer: A
Explanation: Vocal cues are qualities of the voice that send powerful nonverbal messages. Examples are rate, pitch, volume, and tone.
Difficulty: 1 Easy
Topic: Vocal Cues
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
31) Your appearance and grooming are an important part of your ________ when dealing with customers.
- A) corporate culture
- B) nonverbal behavior
- C) spatial perception
- D) verbal behavior
Answer: B
Explanation: Through your appearance and grooming habits, you project an image of yourself and the organization. Good personal hygiene and attention to your appearance are crucial in a customer environment.
Difficulty: 2 Medium
Topic: Physical Appearance and Grooming
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
32) ________ refers to the manner or clarity in which verbal messages are delivered.
- A) Voice quality
- B) Proxemics
- C) Inflection
- D) Articulation
Answer: D
Explanation: Articulation, enunciation, or pronunciation of words refers to the clarity of one’s word usage.
Difficulty: 1 Easy
Topic: Vocal Cues
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
33) The scientific study of relationships between signs, symbols, and words and their meaning is called ________.
- A) paralanguage
- B) proxemics
- C) semantics
- D) vocalics
Answer: C
Explanation: Semantics is the scientific study of relationships between signs, symbols, and words and their meaning. Although not nonverbal in nature, semantics is a crucial element of message delivery and interpretation because people interpret your intentions or meanings based on their understanding of word definitions.
Difficulty: 1 Easy
Topic: Vocal Cues
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
34) In a board meeting, the chairman says “John is the pineapple of hard work”. He obviously meant the word pinnacle and not pineapple. This is an example of ________.
- A) verbal filler
- B) malapropism
- C) paralanguage
- D) voice quality
Answer: B
Explanation: The given scenario is an example of malapropism where, when a person unintentionally misuses or distorts a word or phrase that sounds somewhat like the one intended but with a different context.
Difficulty: 3 Hard
Topic: Vocal Cues
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Apply
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
35) Which of the following is most likely to damage the customer-provider relationship?
- A) Using paralanguage
- B) Performing perception checking
- C) Using a lot of jargon
- D) Communicating nonverbally
Answer: C
Explanation: Jargon refers to specific technical or industry-related terms. Using a lot of jargon that customers may not understand because of their background causes communication problems.
Difficulty: 2 Medium
Topic: Vocal Cues
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
36) Zones or distances in which interpersonal interactions can take place are known as _____.
- A) proxemics
- B) semantics
- C) environmental cues
- D) hygiene cues
Answer: A
Explanation: Proxemics or spatial cues are the zones or distances in which interpersonal interactions take place. This zone varies depending on the level of relationship a person has with someone else.
Difficulty: 1 Easy
Topic: Spatial Cues
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
37) Intimate distance, which is typically reserved for family and intimate relationships, is usually ________.
- A) 4 to 12 feet
- B) 18 inches to 4 feet
- C) 0 to 18 inches
- D) 12 or more feet
Answer: C
Explanation: Proxemics vary depending on the level of relationship a person has with someone else. Intimate distance is 0 to 18 inches and it is typically reserved for family and intimate relationships.
Difficulty: 1 Easy
Topic: Spatial Cues
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
38) Nonverbal factors that also influence a customer’s perception, such as ________, are examples of miscellaneous cues.
- A) perception checking
- B) semantics
- C) etiquette and manners
- D) paraphrasing
Answer: C
Explanation: Miscellaneous cues refer to other nonverbal factors used to send messages that impact a customer’s perception or feelings about a service provider of organization. Examples are personal habits, etiquette, and manners.
Difficulty: 1 Easy
Topic: Nonverbal Cues and Their Effect on Customers
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
39) ________ is likely to lead to customer relationship breakdowns.
- A) Saying “please” and “thank you” to customers
- B) Asking permission and acknowledging contributions
- C) Organizing and cleaning the work area regularly
- D) Using pet phrases such as “cool” excessively
Answer: D
Explanation: If you have annoying or distracting habits, you could send negative messages to your customer. Using pet phrases such as “cool,” “groovy,” and “awesome” excessively can lead to customer relationship breakdowns.
Difficulty: 2 Medium
Topic: Nonverbal Cues and Their Effect on Customers
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
40) Acceptable rules, manners, and ceremonies for an organization, profession, or society are known as ________.
- A) proxemics
- B) etiquette and manners
- C) personal habits
- D) semantics
Answer: B
Explanation: Acceptable rules, manners, and ceremonies for an organization, profession, or society are known as etiquette and manners. People appreciate receiving appropriate respect and prefer dealing with others who have good etiquette and manners.
Difficulty: 2 Medium
Topic: Nonverbal Cues and Their Effect on Customers
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
41) 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.
Answer: C
Explanation: According to research, females generally tend to learn more nurturing and relationship skills early, whereas males approach life from a more aggressive, competitive stance. The lessons learned early in life usually carry over into the workplace and affect customer interactions.
Difficulty: 2 Medium
Topic: The Role of Gender in Nonverbal Communication
Learning Objective: 04-03 Explain the effect that gender has on communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
42) 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
Answer: A
Explanation: Communication and customer–provider relationships can break down if you fail to recognize the differences between the sexes and the gender roles assigned to them in any given culture.
Difficulty: 2 Medium
Topic: The Role of Gender in Nonverbal Communication
Learning Objective: 04-03 Explain the effect that gender has on communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
43) 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
Answer: A
Explanation: The number of service providers and customers with varied backgrounds is growing at a rapid pace. If you are to understand and serve people who might be different from you, you must first become aware that they are also very similar to you.
Difficulty: 2 Medium
Topic: The Impact of Culture on Nonverbal Communication
Learning Objective: 04-04 Describe the effect of culture on nonverbal communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
44) ________ 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
Answer: A
Explanation: Cultural diversity is having a significant impact on the world and the customer service environment. Impact of culture refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.
Difficulty: 1 Easy
Topic: The Impact of Culture on Nonverbal Communication
Learning Objective: 04-04 Describe the effect of culture on nonverbal communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
45) 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
Answer: C
Explanation: For many people, pointing a finger is viewed as a very accusatory mannerism and can lead to anger or violence on the part of your customer. If you must gesture toward a customer or toward an area or item, do so with an open flat hand in a casual manner.
Difficulty: 3 Hard
Topic: Negative Nonverbal Behaviors
Learning Objective: 04-05 Identify unproductive behaviors.
Bloom’s: Apply
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
46) 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
Answer: A
Explanation: Holding hands near mouth muffles one’s voice or distorts the message. If someone is hearing-impaired or uses a language other than your native tongue, and relies partly on reading lips, he or she may be unable to understand the message.
Difficulty: 2 Medium
Topic: Negative Nonverbal Behaviors
Learning Objective: 04-05 Identify unproductive behaviors.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
47) Groupings of nonverbal behavior, such as crossed arms and friendly touching, are called ________.
- A) inferences
- B) clusters
- C) verbal fillers
- D) pauses
Answer: B
Explanation: Groupings of nonverbal behaviors that indicate a possible positive or negative intent are called clusters. Look at clusters of nonverbal behavior and the language accompanying them instead of interpreting individual signals.
Difficulty: 1 Easy
Topic: Nonverbal Communication Strategies
Learning Objective: 04-06 Use a variety of nonverbal communication strategies.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
48) 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
Answer: D
Explanation: Perception checking lets others know that you have received and interpreted their nonverbal cues. It is 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.
Difficulty: 1 Easy
Topic: Nonverbal Communication Strategies
Learning Objective: 04-06 Use a variety of nonverbal communication strategies.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
49) 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.
Answer: A
Explanation: Depending on the layout of your work area, if you are seated behind a desk when a customer arrives or approaches you, stand up and greet him or her.
Difficulty: 2 Medium
Topic: Customer-Focused Nonverbal Behavior
Learning Objective: 04-07 Demonstrate specific customer-focused nonverbal behavior.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
50) 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
Answer: D
Explanation: The speed with which you recognize and assist customers, gather information, or respond tells them what you think of their importance. If your service to the customer will take longer than planned or will be delayed, notify the customer, tell him or her the reason, and offer service alternatives if they are appropriate and available.
Difficulty: 2 Medium
Topic: Customer-Focused Nonverbal Behavior
Learning Objective: 04-07 Demonstrate specific customer-focused nonverbal behavior.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
51) Explain the four spatial cues in which interpersonal interactions occur.
Answer: Each culture has its own proxemics or spatial cues for various situations. The four spatial cues in which interactions take place are:
Intimate distance-0 to 18 inches: Typically, this distance is reserved for one’s family and intimate relationships.
Personal distance-18 inches to 4 feet: This distance is used when close friends or business colleagues, with whom one has established a level of comfort and trust, are together.
Social and work distance-4 to 12 feet: This is usually the distance range in face-to-face customer service situations.
Public distance-12 or more feet: This distance range is likely to be maintained at large gatherings, activities, or presentations where most people do not know one another, or where the interactions are formal in nature.
Difficulty: 2 Medium
Topic: Spatial Cues
Learning Objective: 04-02 Recognize various nonverbal cues and their effect on customers.
Bloom’s: Understand
AACSB: Analytical Thinking
52) What is the role of gender in nonverbal communication?
Answer: Gender communication is an important factor for to consider before dealing with customers in order to better understand the nuances often exhibited when people of the opposite gender come into contact. There has been a lot of research on the topic of gender communication in the past couple of decades. For example, some researchers have found that females are more comfortable being in close physical proximity with other females than males are being close to other males. Although similarities exist between the ways in which males and females relate to one another, there are distinct differences in behavior, beginning in childhood and carrying through into adulthood. You must develop the skills necessary to interact with both men and women if you want to succeed in the customer service profession.
Difficulty: 2 Medium
Topic: The Role of Gender in Nonverbal Communication
Learning Objective: 04-03 Explain the effect that gender has on communication.
Bloom’s: Understand
AACSB: Analytical Thinking
53) Explain the impact of culture in customer interaction and service.
Answer: Cultural diversity is having a significant impact on the world and the customer service environment. The number of service providers and customers with varied backgrounds is growing at a rapid pace. This trend provides a tremendous opportunity for expanding personal knowledge and interaction with people from cultures one might not otherwise encounter. It is necessary to become more skilled at dealing with people from other cultures. Views and approaches such as time, distance, touching, eye contact, and use of colors differ between cultures. Learning about these differences ensures that a customer’s personal space is not inadvertently violated.
Difficulty: 2 Medium
Topic: The Impact of Culture on Nonverbal Communication
Learning Objective: 04-04 Describe the effect of culture on nonverbal communication.
Bloom’s: Understand
AACSB: Analytical Thinking
54) What is the editorial eyebrow?
Answer: Raising an eyebrow is sometimes called the editorial eyebrow because some television broadcasters raise their eyebrows. With the editorial eyebrow, only one eyebrow is arched, usually in response to something that the person has heard. This mannerism often signals skepticism or doubt about what you have heard. It can be viewed as questioning the customer’s honesty.
Difficulty: 2 Medium
Topic: Negative Nonverbal Behaviors
Learning Objective: 04-05 Identify unproductive behaviors.
Bloom’s: Understand
AACSB: Analytical Thinking
55) What are clusters?
Answer: Clusters are groupings of nonverbal behaviors that indicate a possible negative intent, for example, crossed arms, closed body posturing, frowning, or turning away. Other behaviors, such as smiling, open gestures with arms and hands, and friendly touching, indicate positive message intent. Evaluating clusters can help you gain a more accurate view of what is going on in a communication exchange.
Difficulty: 1 Easy
Topic: Nonverbal Communication Strategies
Learning Objective: 04-06 Use a variety of nonverbal communication strategies.
Bloom’s: Remember
AACSB: Analytical Thinking
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