Deck 6: Customer Service and Behavior

Question 1

A person with a decisive style would be characterized by a direct, no-nonsense approach to people and situations.

Answer 1

True

Question 2

Research has given us self-assessment questionnaires and models for explaining personal behavior, such as the Myers-Briggs Type Indicator.

Answer 2

True

Question 3

People who have a preference for the rational style tend to be impatient.

Answer 3

False

Question 4

Behavioral styles are observable tendencies that you and others exhibit when dealing with tasks or people.

Question 5

Nonverbal cues of a rational style person include intense and constant eye contact.

Question 6

A likely behavior of a customer with inquisitive style is intermittent eye contact.

Question 7

An individual with inquisitive style may use formal titles and full names instead of nicknames.

Question 8

The expressive style exhibits nonverbal cues such as enthusiasm and wide inflection in voice.

Question 9

No matter which behavior style tendencies a customer demonstrates, everyone likes to feel appreciated.

Question 10

Adaptability is crucial in customer service, for many people do not always act the way you want them to.

Question 11

A service provider can partner with internal or external customers to solve problems and produce a win-win situation.

Question 12

A win-win situation is one in which the customer and you and your organization succeed.

Question 13

A customer service professional needs to be aware that everyone is different.

Question 14

The way a person typically acts or reacts under certain circumstances is referred to as that person's primary behavior pattern.

Question 15

An important point to remember is that there is one best behavioral style.

Question 16

For those with a decisive behavioral style, an appropriate response to a firm, active handshake is to return a weak, limp handshake.

Question 17

Carl Jung divided behavior into two attitudes which he called constant and inconstant.

Question 18

A service provider should be sure to label a person as being one behavior style.

Question 19

A service provider should strive to provide seamless service that seems effortless and natural to the customer.

Question 20

In dealing with customers, when someone is doing something with customers differently from your way, it means that the person is wrong.

Question 21

Perceptions refer to how an item, situation, or people are viewed by others.

Question 22

People who have a preference for the inquisitive style may tend to ________.

A) communicate informally.
B) like to be on a first-name basis.
C) like to be with people even in leisure activities.
D) use cool and brief handshakes, often without a smile.

Question 23

The way a person typically acts or reacts under certain circumstances is known as ________.

A) primary behavior pattern
B) service characteristic
C) personal profile
D) behavioral stereotyping

Question 24

If you display a confident, possibly arrogant demeanor, you are most likely exhibiting a(n) ________ style.

A) rational
B) inquisitive
C) decisive
D) expressive

Question 25

Observing people, listening to them objectively, and responding according to the situation helps avoid stereotyping people.

Question 26

Observable tendencies, or descriptive terms that identify categories of human behavior, are known as ________.

A) disparate situations
B) personal obstacles
C) behavioral styles
D) faulty assumptions

Question 27

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

Question 28

________ style is the behavioral group most characterized by being introverted and task focused.

A) Rational
B) Decisive
C) Inquisitive
D) Expressive

Question 29

You are stereotyping a person when you make generalizations not based on reality.

Question 30

In customer service, relationships with customers are built on ________ the characteristics of others.

A) ignoring
B) accepting
C) neutralizing
D) rejecting

Question 31

The psychiatrist who conducted research related to behavioral styles in the early twentieth century is ________.

A) Andrea Jung
B) Carl Jung
C) George Boeree
D) Lovie Jung

Question 32

Carl Jung explored human behavior and divided it into functions. One of the four functions is ________.

A) listening
B) talking
C) touching
D) thinking

Question 33

Carl Jung divided behavior into two attitudes known as ________.

A) decisive and indecisive.
B) introvert and extrovert.
C) Type A and Type B.
D) constant and inconstant.

Question 34

Which of the following is a preference attributed to the rational style?

A) Talking more and observing less when in groups
B) Dislike of being on a first-name basis with others
C) Avoiding anger and conflict
D) Having formal office spaces

Question 35

In customer service, many people do not always act the way you want them to. Hence, for those in customer service, ________.

A) behavior studies are a waste of time
B) controlling others' behavior is necessary
C) isolation from such customers is essential
D) adaptability is crucial

Question 36

________ style is one of the behavioral groups, characterized by a direct and no-nonsense approach to people, and a desire for immediate gratification of needs or results

A) Rational
B) Decisive
C) Inquisitive
D) Expressive

Question 37

If someone is not time-conscious and may be late for appointments often, they are likely exhibiting a(n) ________ style.

A) rational
B) decisive
C) inquisitive
D) expressive

Question 38

Stereotyping people affects the service provider-customer relationship.

Question 39

Of the four behavioral styles, which is most characterized as people-oriented, fun-loving, upbeat, and extroverted?

A) rational
B) inquisitive
C) decisive
D) expressive

Question 40

Everyone has perceptions about the people and events they encounter.

Question 41

________ refers to continually evaluating products and services to ensure that maximum effectiveness, efficiency, and potential are being obtained from them.

A) Disparate treatment
B) Win-win situation
C) Process improvement
D) Stereotyping

Question 42

What is meant by the term "seamless service"?

Question 43

When interacting with a customer who has a rational style and keeps communication brief, your best strategy is to ________.

A) ask open-end questions to obtain information.
B) focus on their need for accuracy.
C) keep word choices brief
D) focus on their need to be liked.

Question 44

Why is it necessary to recognize different behavior styles and communicate accordingly?

Question 45

If a decisive pattern customer directly places blame on you, the service provider, a strategy you may use in response is to ________.

A) be brief in offering solutions
B) seek the customer's reassurance
C) give a weak handshake
D) turn the customer over to someone else

Question 46

Discuss how we base our perceptions within a customer service framework.

Question 47

An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is ________.

A) disparate treatment.
B) a win-win situation.
C) stereotyping
D) seamless service

Question 48

A generalization made about an individual or group that is not based on reality is called a ________.

A) stereotype.
B) win-win situation.
C) disparate treatment.
D) seamless service.

Question 49

If a rational behavior style customer makes intermittent eye contact, a service strategy you may want to use is to ________.

A) focus on the negative aspect
B) avoid making eye contact
C) avoid smiling
D) listen actively

Question 50

The system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution is known as ________.

A) problem solving
B) win-win situation.
C) disparate treatment.
D) saying "yes"

Question 51

What are behavioral styles? How do they affect service provider-customer relationships?

Question 52

The way someone views an item, situation, or others is called a(n) ________.

A) stereotype
B) perception
C) bias
D) inflection

Question 53

________ means deliberate discrimination against a person based on his or her age, race, sex, ethnicity, or ability level.

A) Disparate treatment
B) Stereotyping
C) Seamless service
D) Process improvement

Question 54

A(n) ________ is an example of a nonverbal cue from someone who is expressive.

A) forceful tone.
B) active body language.
C) short attention span.
D) fleeting eye contact.

Question 55

Briefly state and explain the behavioral differences between rational and inquisitive styles.