Customer Service Skills for Success Study Set 1

Business

Quiz 8 :

Customer Service in a Diverse World

Quiz 8 :

Customer Service in a Diverse World

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Adopting or accepting the beliefs of others is essential to accomplish the goal of providing excellent service to the customer.
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True False
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False

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Cultural diversity has to do with the broad similarities between groups of people.
Free
True False
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False

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Some differences between people, such as height and weight, are innate.
Free
True False
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True

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A person's value system helps him or her determine good from bad.
True False
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Applying your own cultural practices and beliefs to a situation involving someone from another culture is highly recommended.
True False
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Caution must be used when considering any characteristics that define an individual, since grouping people can lead to stereotyping.
True False
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The title used to address people is known as the form of address.
True False
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"Diversity" only refers to race or the color of skin.
True False
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The key to effectively serving all customers, and particularly people from different cultures, is flexibility.
True False
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Values are based on deeply held beliefs of a culture or subculture.
True False
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Polychronic refers to the perception of time as a central focus with deadlines being a crucial element of societal norms.
True False
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Values can also influence your perceptions and actions toward others.
True False
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Within a given subculture of society, all people choose the same conflict resolution style.
True False
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Many service providers are wise to take values for granted.
True False
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Closed-end questions encourage customers to share information.
True False
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Disclosing personal information about oneself is often a cultural factor.
True False
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Diversity presents challenges but enriches our lives as we grow professionally.
True False
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As the world grows smaller economically and technology increases, the chances of having contact on the job with people from other cultures decreases.
True False
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In some cultures, conservative dress by women is one manifestation of modesty.
True False
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A key to customer service success is to be open-minded and accept that someone else has a different belief system that determines his or her needs.
True False
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