4162 midterm

Intimate distance which is typically reserved for family and intimate relationship is usually

0 to 18 inches

A communication delivered through speech or signals is known as

A message

Refers to the manner or clarity in which verbal messages are delivered

Articulation

One way to demonstrate assertiveness while interacting with a customer is to

Ask for feedback from the customer

Which type of behavior sustains customer relations ships rather than destroying them

Assertive behavior

Projecting a presence that is a shirred confident and capable without appearing arrogant is known as your level of

Assertiveness

Which of the following is an example of non-assertive behavior in Western culture

Avoiding eye contact when talking to someone

To promote positive service culture customer service professionals should always

Be well-versed in many facets of their organization and its operation related industry topics and the competition

Nonverbal communication cues that said powerful messages through gestures vocal quality manner of dress and grooming r known as

Body language

B to B stands for

Business to business

Groupings of nonverbal behavior such as crossed arms and friendly touching are called

Clusters

Which of the following approaches helps companies develop an effective organizational culture

Company should recognize appreciate in regularly reward the performance of their employees

Which of the following statements is true of the impact of economic recession on consumers mindset

Consumers have begun to reevaluate their paradigm or the way they look at products

To ensure the success of an organizations customer service a service professional should do which of the following

Continually reevaluate what he or she does on a regular daily basis when dealing with customers

Emma is the manager of a small salon she deals with different kinds of customers and have to ensure that the customers needs are identified and satisfied to develop an effective customer service she should do the following

Continually strive to gain new knowledge and skills and deliver the level of service equal to that offered by established salons

During the early days of business growth many sold or bartered products from their homes in what became known as

Cottage industries

A quart a multinational software company spends time and makes effort to satisfy its clients by identifying their needs and establishing policies and procedures to support excellence in a service delivery in this case analog Corp. is most likely to be a

Customer focused organization

To deliver quality service effectively a service provider must

Deal with the human being first

Occurs when a customer converts messages received into familiar ideas by interpreting or asigning meaning

Decoding

Refers to the products or services offered by an organization

Deliverables

In order to be the most successful in a customer service environment service providers

Develop the skills necessary to interact with both men and women

In an organization Are the task assignments that service providers assume

Employee roles

To maintain an efficient service delivery system in organization should always

Ensure that customers do not have to deal with the internal policies practices and politics

Retail and service organization should

Establish policies and procedures that are flexible

Acceptable rules manners and ceremonies for an organization profession or society are known as

Etiquette and manners

Nonverbal factors that also influence a customers perception such as are examples of miscellaneous cues

Etiquette and manners

Those who actively seek out research and buy rent or lease products or services offered by a business r its

External customers

Which of the following is true of gender communication

Females tend to learn more nurturing and relationship skills early

Or a method of reviewing the manner in which internal and X ternal customers needs are addressed

Focus groups

Is the term applied to an ongoing trend of info knowledge and resource sharing around the world

Globalization

Undertakes activities such as recruiting selecting training and retaining qualified people

Human resource

Refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns

Impact of culture

Occurs when organizations decide to have its own employees assume functions and perform work instead of contracting out to third parties

Incourcing

Employees of other departments or branches coworkers and other people who work within the same organization are

Internal customers

Which of the following statements is true of feedback

It has both negative and positive affects

What is another advantage of empowerment

It is an intangible way that service organizations reward employees

The following statements best describes a term E Comerans

It refers to an entire spectrum of companies that market products and services on the Internet and through other technology

Which of the following statements best describes noise

It refers to the psychological factors that interfere with the accurate reception of information

Is a term that describes an organization that uses knowledge as a basis for competitive advantage

Learning organization

Which of the following phrases is most likely to lead to a communication breakdown

Listen to me

Which of the following is the first step that an organization should take in creating or redefining it's service environment

Making sure it knows who is customers really are

In A board meeting The chairman says John is the pineapple of hard work he obviously meant the word pinnacle and not pineapple this is an example

Malapropism

Which of the following countries is a part of the north American free trade agreement

Mexico

Internal employees are external consultants consultants who pulls a customer in on site visits over the telephone or online to determine how well customers are being served r known as

Mystery shoppers

Your appearance and grooming are important part of your when dealing with customers

Nonverbal behavior

If service is going to be delayed or take longer than planned it is best to

Notify the customer the reasons for delay and offer alternatives available

Which of the following is an element of the plan guide to effective communication

Nurture a continuing relationship

Refers to the relocation of business services by a company or organization from one country to another

Offshoring

The blank includes any element of an organization that a customer experiences

Organizational culture

The practice of a message receiver giving back in his or her own words what he or she believes a center said is called

Paraphrasing

The process of clarifying a nonverbal cue that was received by stating that behavior was observed giving one or two possible interpretactions And then asking the message sender for clarification is called

Perception checking

Which of the following is an example of negative nonverbal behavior

Pointing a finger

Zones or distances in which interpersonal interactions can take place or known as

Proxemics

In customer service. Pet peeve's or hot buttons are behavior such as

Putting someone's call on hold without permission

The silent bond built between two people as a result of sharing common interest is called

Rapport

The manner in which a company and its employees treat its customers one delivering the company's products or other deliverables is known as

Service

The means by which an organization effectively gets its product and services to customers is known as

Service delivery systems

Which of the following guidelines should customer service professionals follow to meet the expectations of customers

Service professional should strive to mask their feelings of anger frustration and pressure from customers

The process of writing a wrong or correcting something that has gone wrong involving provision of a product to a client is called

Service recovery

Dialogue that is used to enhance relationships show civility and build rapport is called

Small talk

Who among the following is an example of internal customers

Subordinates

When something goes wrong a service provider should

Take responsibility and take appropriate action

Read angle Corp. is a company that allows its employees to set up home offices and communicate electronically to corporate office this is an example of

Telecommunicating

Which of the following statements is true of successful organizations

The members of the upper management make themselves visible to the front line employees

The benefit of an organization that outsources it's non-core positions is that

The need to purchase an update computers and related equipment is eliminated

Customer focused environment service measurement is typically in terms of

The number of customer complaints

Which of the following statements is a disadvantage for a company that outsources jobs

The potential to groom and hire from within and encultured workforce decreases

If a service provider is to understand and serve people who might be different from them they must first become aware of that

They are also very similar

Which of the following is a problem associated with nonverbal cues

They are likely to be misinterpreted

Which of the following statements is true about nonverbal messages

They are likely to contradict or override verbal messages

Which of the following is a characteristic of organizations that are highly committed to customer service

They benchmark that success practice of competitors

Service providers invest large amount of money in training employees because

They lose business and revenue if they do not meet the service expectations of customers

As a service provider one key element and making your customer interaction

To recognize how you tend to communicate by asking those who know you best for feedback

Is the foundation of affective customer service

Two way communication

Which of the following characteristics is included in Rumba

Understandable

Which of the following statements is true of a top down oriented organization

Upper management is at the top of the hierarchy

Which of the following is most likely to damage the customer provider relationship

Using a lot of jargon

Is likely to lead to customer relationship breakdowns

Using pet phrases such as cool excessively

Is the response to the sender's message that allows both the sender and receiver to know that a message was received correctly

Verbal feedback

Which of the following statements is true of the problems associated with the channels of communication

Written communication has a potential feeling of the message being too impersonal