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Observable tendencies or descriptive terms that identify categories of human behavior are known as ____.
A. win-win situations
B. personal obstacles
C. behavioral styles
D. faulty assumptions
behavioral styles
Which of the following tactics can be pursued to effectively handle dissatisfied or angry customers?
A. Be positive and negotiate a solution
B. Listen passively to the customer's grievances
C. Have an argument prepared as a defense mechanism
D. Reassure the customers through false promises
Be positive and negotiate a solution
When a company provides what is promised, dependably, and with quality it is considered to be ____.
A. attentive
B. resourceful
C. seamless
D. trustworthy
trustworthy
To be effective in dealing with others, service providers should:
A. ignore the power of values and beliefs
B. think their value system is better than that of someone else
C. use negative feedback as needed and strive to adopt the beliefs of others
D. be open-minded and accept that someone else has a different belief system
be open-minded and accept that someone else has a different belief system
Which of the following statements is true about the automatic number identification system?
A. It disregards the confidentiality clause
B. It is a time consuming process
C. It is pronounced as "Annie"
D. It uses an auto-dialer phone system
It is pronounced as "Annie"
In customer service, relationships with customers are built on _____ the characteristics of others.
A. destroying
B. accepting
C. neutralizing
D. rejecting
accepting
Which of the following is a good strategy for effectively handling rude or inconsiderate customers?
A. Don't compromise even if needed
B. Don't ask specific open-end questions
C. Don't resort to retaliation
D. Don't use closed-end questions to control
Don't resort to retaliation
When a company provides caring, personalized attention to customers, recognizing both their human and business needs it is considered to be ____.
A. attentive
B. resourceful
C. seamless
D. trustworthy
trustworthy
A _____ is a form of server software that allows nontechnical personnel to create and edit website pages using any web browser and without complex programming knowledge.
A. wiki
B. podcast
C. blog
D. cache
wiki
_____ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminant bulk messages.
A. Robocalling
B. Blogging
C. Spamming
D. Media blending
Spamming
If you display a confident, possibly arrogant demeanor, you are most likely exhibiting a(n) _____ style.
A. rational
B. inquisitive
C. decisive
D. expressive
decisive
Which of the following best defines talkative customers?
A. Customers exhibiting extroverted behavior and who are very people-oriented.
B. Customers who take pleasure in being obstinate and contrary when dealing with service providers.
C. Customers who seem to have their own agenda without concern for the feelings of others.
D. Customers who have definite ideas about what they want and are unwilling to compromise or accept alternatives.
Customers exhibiting extroverted behavior and who are very people-oriented
Which of the following best defines diversity?
A. It refers to the perceptions or assumptions that individuals or cultures maintain.
B. It refers to the characteristics, values, beliefs, and factors that make people different, yet similar.
C. It refers to the long-term appraisals of the worth of an idea, person, place, thing, or practice held by individuals, groups, or cultures.
D. It refers to the way that cultures view propriety of dress and conduct.
It refers to the characteristics, values, beliefs, and factors that make people different, yet similar.
A _____ enables websites to offer direct download or streaming of their content to customers or website users.
A. cache
B. blog
C. wiki
D. podcast
podcast
_____ allows someone browsing the Internet to click on words or phrases, enter his or her phone number, and continue browsing.
A. Internet call-back technology
B. Internet telephony
C. Media blending
D. Predictive dialing system
Internet call-back technology
The persons who are most likely to have a functionally decorated office are those of the _____ style.
A. rational
B. inquisitive
C. decisive
D. expressive
expressive
Before you get a customer to calm down, you should:
A. call your manager to take over.
B. listen passively to the customer's grievances.
C. deal with the customer's emotional state.
D. raise your voice to get his or her attention before you start.
deal with the customer's emotional state.
Which of the following factors that are learned or gained through our environment and life experiences are responsible for making a person unique?
A. Education
B. Sibling birth order
C. Hair color
D. Physical condition
Education
_____ refers to the practice of contracting with third-party companies or vendors outside the organization to deliver products and services to customers or produce products.
A. Homeshoring
B. Outsourcing
C. Inshoring
D. Restructuring
Outsourcing
_____ allows a system to recognize keywords or phrases from a caller.
A. Speech recognition
B. Screen pop-up
C. Voice over Internet Protocol
D. Digital display
Speech recognition
An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is a:
A. disparate treatment
B. win-win situation
C. stereotype
D. seamless service
win-win situation
Which of the following is a benefit of exceeding customer expectations?
A. Increase in alternatives
B. Goodwill and positive publicity
C. Increase in domineering customers
D. Customer defection
Goodwill and positive publicity
Which of the following may be a result of applying your own cultural practices and beliefs to a situation involving someone from another culture?
A. Effective communication
B. Business growth
C. Poor decision making
D. Poor service
Poor service
_____ provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.
A. Automatic call distribution systems
B. Automated attendants
C. Interactive kiosks
D. Internet telephony
Interactive kiosks
_____ technology involves using hardware and software delivered over a network, such as the Internet.
A. Cloud computing
B. Online information fulfillment
C. Internet call-back
D. Voice over Internet Protocol
Cloud computing