Question 1

Which of the following strategies should be adopted to effectively help customers with vision disabilities?
A) Give vague information and directions.
B) When walking with someone who is blind, offer your arm.
C) Raise your voice while dealing with visually impaired customers.
D) Avoid introducing or referencing others who are in the room to eliminate confusion.

Accepted Answer

Offering your arm to someone who is blind or has a vision impairment is a helpful and respectful way to guide them. This allows the person to control their movement and feel more secure by using your arm as a guide.

Question 2

List the basic guidelines for communicating effectively with diverse customers.

Accepted Answer

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Question 3

When communicating with diverse customers, which of the following is a suggested strategy?
A) Add in lots of remarks and jokes
B) As a rule, use male-oriented personal pronouns
C) Verbally identify customers as "handicapped" or "disabled"
D) Be very careful when using gestures

Accepted Answer

Using gestures that may be considered offensive or misunderstood in different cultures can create barriers in communication. Being careful with gestures helps ensure that communication is respectful and clear, avoiding potential misunderstandings or offenses.

Question 4

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

Accepted Answer

A wiki is a type of server software designed to allow users, including those without technical expertise, to collaboratively create, edit, and manage content directly from a web browser, making it easy to build and maintain website pages.

Question 5

List any three strategies to effectively serve customers with mobility or motion impairments.

Accepted Answer

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Question 6

Daniel, a customer care executive at an e-commerce site, receives a complaint from an elderly customer regarding a mismatch in the product delivered to him. While dealing with this customer, Daniel should ________.
A) adopt a flippant approach if the customer is a bit arrogant, disoriented, or disrespectful.
B) be careful not to let biases about older people interfere with good service.
C) try to sound patronizing while addressing the customer's grievances.
D) treat the customer as if he or she is confused or disoriented

Accepted Answer

Daniel should ensure that his approach is free from biases, including those about age, to provide effective and respectful customer service. Adopting a flippant, patronizing, or presumptive attitude towards confusion can negatively impact customer experience and is not considered professional behavior.

Question 7

Which of the following strategies should be adopted to communicate most effectively with diverse customers?
A) Use care with nonverbal cues.
B) Make sure that your language is exclusive.
C) Always address the customer using his or her first name.
D) Assume that everyone appreciates a good joke.

Accepted Answer

Using care with nonverbal cues is crucial when communicating with diverse customers because nonverbal communication can vary significantly across different cultures and backgrounds. Misinterpretation of gestures, facial expressions, or body language can lead to misunderstandings or offense.

Question 8

Which of the following strategies should be used to effectively help customers with hearing disabilities?
A) Ensure you over exaggerate your mouth's movements so that the customer can see your mouth form words.
B) Interact with the customers by asking them closed-end questions for which the customer must provide descriptive answers.
C) Use facial expressions and gestures to emphasize key words or express thoughts.
D) Avoid speaking louder or reducing background noise as it might hurt the customer's feelings.

Accepted Answer

Using facial expressions and gestures can significantly aid communication with individuals who have hearing disabilities by providing visual cues that complement or substitute for spoken words. This approach is inclusive and respectful of their needs.

Question 9

List any five strategies for servicing customers with hearing disabilities.

Accepted Answer

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Question 10

List any five strategies to effectively handle customers with language differences.

Accepted Answer

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Question 11

Keith, a middle-aged sales representative at a sports apparel store, often encounters customers from Generation Y. Which of the following approaches should Keith adopt to serve these customers better?
A) He must adopt an informal approach and treat them as his own children.
B) He must adopt a flippant approach toward them.
C) He must strive to become overly familiar with them.
D) He must strive to cater to their wants and needs just like any other customer.

Accepted Answer

Keith should strive to cater to the wants and needs of Generation Y customers just like any other customer, focusing on providing excellent customer service without making assumptions based on age or generational characteristics.

Question 12

A ________ is an online journal or diary that allows people to add content.
A) podcast
B) cache
C) blog
D) wiki

Accepted Answer

A blog is an online platform where individuals can write and publish articles, thoughts, and diary-like entries, allowing them to share content with a wider audience.

Question 13

James, a sales executive at an apparel store, encounters a German customer who does not speak English. The customer tries to communicate his needs to James. After interpreting the customer's needs, James is still seeking clarity to help understand the customer better. James should next try to ________.
A) adopt a flippant approach
B) paraphrase the customer's message
C) use humor and sarcasm
D) pretend to address the customer's needs

Accepted Answer

Paraphrasing the customer's message is an effective communication strategy to ensure understanding, especially in situations involving language barriers. It helps in clarifying the customer's needs by rephrasing what was communicated.

Question 14

Tom, a sales executive at an electronics store, is helping a Japanese customer who is not fluent in English and wishes to purchase a laptop. While attending to the customer, which of the following strategies should Tom employ?
A) He should speak louder for better clarity.
B) He should give the customer a lengthy explanation on the features and specifications of each laptop.
C) He should be extremely brisk in his approach to the customer.
D) He should continue to sport a smile whenever appropriate.

Accepted Answer

Speaking louder does not necessarily improve understanding for someone not fluent in English. Lengthy explanations and being brisk can overwhelm the customer. Smiling is universally understood and can make the customer feel more comfortable and welcome, aiding in communication beyond language barriers.

Question 15

What is the significance and purpose of the Americans with Disabilities Act of 1990 (ADA)?

Accepted Answer

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Quiz 8: Customer Service in a Diverse World

Which of the following strategies should be adopted to effectively help customers with vision disabilities?

List the basic guidelines for communicating effectively with diverse customers.

When communicating with diverse customers, which of the following is a suggested strategy?

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.

List any three strategies to effectively serve customers with mobility or motion impairments.

Daniel, a customer care executive at an e-commerce site, receives a complaint from an elderly customer regarding a mismatch in the product delivered to him. While dealing with this customer, Daniel should ________.

Which of the following strategies should be adopted to communicate most effectively with diverse customers?

Which of the following strategies should be used to effectively help customers with hearing disabilities?

List any five strategies for servicing customers with hearing disabilities.

List any five strategies to effectively handle customers with language differences.

Keith, a middle-aged sales representative at a sports apparel store, often encounters customers from Generation Y. Which of the following approaches should Keith adopt to serve these customers better?

A ________ is an online journal or diary that allows people to add content.

Tom, a sales executive at an electronics store, is helping a Japanese customer who is not fluent in English and wishes to purchase a laptop. While attending to the customer, which of the following strategies should Tom employ?

What is the significance and purpose of the Americans with Disabilities Act of 1990 (ADA)?