Customer Service Skills for Success Study Set 1

Business

Quiz 6 :

Customer Service and Behavior

Quiz 6 :

Customer Service and Behavior

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

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

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

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Behavioral styles are observable tendencies that you and others exhibit when dealing with tasks or people.
True False
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Nonverbal cues of a rational style person include intense and constant eye contact.
True False
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A likely behavior of a customer with inquisitive style is intermittent eye contact.
True False
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An individual with inquisitive style may use formal titles and full names instead of nicknames.
True False
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The expressive style exhibits nonverbal cues such as enthusiasm and wide inflection in voice.
True False
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No matter which behavior style tendencies a customer demonstrates, everyone likes to feel appreciated.
True False
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Adaptability is crucial in customer service, for many people do not always act the way you want them to.
True False
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A service provider can partner with internal or external customers to solve problems and produce a win-win situation.
True False
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A win-win situation is one in which the customer and you and your organization succeed.
True False
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A customer service professional needs to be aware that everyone is different.
True False
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The way a person typically acts or reacts under certain circumstances is referred to as that person's primary behavior pattern.
True False
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An important point to remember is that there is one best behavioral style.
True False
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For those with a decisive behavioral style, an appropriate response to a firm, active handshake is to return a weak, limp handshake.
True False
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Carl Jung divided behavior into two attitudes which he called constant and inconstant.
True False
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A service provider should be sure to label a person as being one behavior style.
True False
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A service provider should strive to provide seamless service that seems effortless and natural to the customer.
True False
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In dealing with customers, when someone is doing something with customers differently from your way, it means that the person is wrong.
True False
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