Deck 2: The Global Customer

Question 1

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

Answer 1

True

Question 2

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

Answer 2

True

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.

Answer 3

C

Question 4

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

Question 5

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

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.

Question 7

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

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.

Question 9

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

Question 10

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

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.

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.

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.

Question 14

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

Question 15

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

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.

Question 17

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

Question 18

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

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.

Question 20

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

Question 21

Which generation has been highly nurtured by family and others, and uses the Internet as their medium for communicating, entertaining, and learning?

A) Baby Boomers
B) Generation X
C) Generation Y
D) Generation Z

Question 22

Which term is defined as the pattern of collective character, behavioral, temperamental, emotional, and mental traits of a person?

A) personality
B) character
C) attitude
D) aptitude

Question 23

People known for being systematic, well organized, and deliberate are described as which personality type?

A) driver
B) amiable
C) expressive
D) analytical

Question 24

Which generation is also called Millennials?

A) Generation X
B) Generation Y
C) Generation Z
D) Baby Boomers

Question 25

People who want to build relationships, love to give others support and attention, value suggestions from others, and fear disagreement are described as which personality type?

A) analytical
B) driver
C) amiable
D) expressive