BUSG 102

Nonverbal finger-pointing arises when a customer service provider uses which of the following in a dialogue with a customer?

"you" statements

Sasha's customer demanded a refund on her toaster, but Sasha maintained that she needed a receipt to make a return. After several minutes of trying to resolve the situation, what should Sasha have done?

Agree to disagree and negotiate a solution that both parties could live with.

What is the most viable way to generate meaningful responses from customers?

Ask customers how you can serve them better.

When interacting with a difficult customer, which action works best?

Ask for feedback with open-ended questions.

Generally, ________ communication deals with expressing ideas, opinions, and feelings positively and with confidence.

Assertive

________ is the phase of the listening process in which a listener focuses on a specific sound being received from a person or the environment.

Attending

________refers to the emotional responses to people, ideas, and objects. This is based on values, differs between individuals and cultures, and affects the way people deal with various issues and situations.

Attitude

Systemic Solutions Inc. contracts Anenta Software Inc. to develop advanced anti-malware software. In order to serve its new customer better, Anenta Software Inc. sets up a dedicated customer service team exclusively for Systemic Software. This is an example of ________Blank customer service.

B2B

Which course of action is an example of customer-focused behavior?

Be patient with customers.

________refers to nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress and grooming, and other cues.

Body language

________is the term used to describe the method through which people communicate messages.

Channel

________is the phase of the listening process where the brain attempts to match a received message with other information stored in the brain to extract meaning from it.

Comprehending

________ is the stage in the interpersonal communication process in which messages received are analyzed by a receiver in an effort to determine the sender's intent.

Decoding

Bradley must decide how to deliver his product. What question would he ask if he was examining the factor of capabilities?

Do our systems match customer expectations?

________is the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization.

Downsizing

________refers to the clarity of a person's word usage.

Enunciation

Maury, a salesman, notes a bewildered look on his customer's face in reaction to one of his statements. To rectify this confusion, he decided to adopt a perception checking process. He starts the process by stating the behavior he observed to the customer. Which of the following steps must he next undertake to continue the process of perception checking?

Give one or two possible interpretations to the customer.

Which phrase uses vague, tentative, or weak terminology?

I am not sure...

Mahala was working the customer service desk when a customer approached and asked to return an item that violated the company's return policy. What would be the best response by Mahala?

I don't have the authority to accept this return, but I am happy to call my manager and ask for permission. Do you mind waiting for a few minutes?

Which objective would be best achieved by asking open-ended questions?

Identify a customer's needs.

Which statement about circadian rhythm is accurate?

It establishes a person's peak performance periods.

Which statement is true of telecommuting?

It is most prominent in congested metropolitan areas.

Which of these is a problem when using a speakerphone while talking with a customer?

It may violate confidentiality.

Which statement is true of good customer service?

It results in positive word-of-mouth publicity.

What specific advice is offered for effectively communicating nonverbally with individuals from other cultures?

Look for cues perceived as negative so you can avoid them.

________helps customer service providers demonstrate assertive, not aggressive behavior, particularly in Western cultures.

Maintaining an open body posture

Which statement accurately describes a communication difference between men and women reported by researchers?

Men tend to approach life from an aggressive stance while women tend to learn more nurturing skills early.

Arturo, the chief executive officer of an insurance firm, contacts a client by telephone to schedule a meeting with her. In this case, the request for a meeting represents the ________ in the interpersonal communication model.

Message

________ consists of voice qualities or noises made as someone speaks that let a speaker know that his or her message is being listened to and followed.

Paralanguage

________ is the practice of a receiver repeating in their own words what they believe a sender said.

Paraphrasing

________ is especially important when there is a language barrier or a customer has a speech disability.

Patience

________relates to the invisible barrier surrounding people in which they feel comfortable interacting with others.

Proxemics

The process that occurs when a previously experienced pattern that is stored in memory is encountered again is known as

Recognition

________ refers to sending back verbal or nonverbal messages to a message originator.

Responding

________refer to nonverbal messages sent on the basis of how close or far someone stands from another person.

Spatial cues

The way a person positions their body is known as their ________.

Stance

Which statement is usually true of open-ended questions?

They can be used to gather a lot of information.

The rate at which the human brain processes information is called

Thought speed

What is a result of the increased efficiency of technology?

a decrease in the availability of blue-collar jobs

Which of these is classified as an indirect service delivery system?

automated teller machines

The term service economy is used to describe the trend in which

businesses shift from primarily production to more service delivery.

In most call centers, service representatives are often compensated based on meeting standards like ________, or how long they were on a call or interacted with a customer.

call or contact time

Surveys, focus groups, or customer-provider meetings/forums are a good way to

conduct an external review of organizational systems and practices.

________ refers to ensuring that verbal messages sent are in agreement with nonverbal cues used.

congruence

An article in trendwatching.com discussed the outcome of combined buying power that people use and trust, like priceline.com. They called this

crowd clout.

As a customer service provider, effectiveness in gender communication means ________.

developing the skills necessary to interact with both men and women

Acting in a manner that sends a message of positive morality and good values when confronted with a customer situation or problem is called

ethical behavior

________ refers to psychological barriers in the form of societal beliefs and values through which people process information to determine its significance.

filters

Which term best defines all-encompassing or inclusive expressions?

global terms

What is a reason for the economic shift from manufacturing to service?

globalization of the economy

________ is the first step of the listening process.

hearing

Which of these is an example of an internal customer?

human resources manager

A company receives a large order for generators which must be delivered immediately. The company requires more supervisors to oversee their workers and so it internally promotes some of its workers to supervisors in order to manage the sale. This is an example of

insourcing

Verbal sounds such as "uh," "er," "um," uh-huh" are often used when one is unsure. These sounds are called ________.

interferences

In a Western environment, when the distance between the two persons falls between 0 to 18 inches, it is categorized as ________ distance.

intimate

One advantage of asking a closed-ended question of a customer is

it can be used to quickly verify information.

Which gesture is most likely to send a negative message to a customer?

keeping hands in pockets

In his book, The Fifth Discipline, Peter Senge coined the term ________ to describe an organization that values knowledge, education, and employee training.

learning organization

One way a customer service provider can use nonverbal feedback effectively is to

make regular and brief eye contact with customers.

The first step a company should take in creating or redefining its service environment is to

make sure it knows who its customers really are.

The direction or focus of an organization that supports day-to-day interactions with customers is called a(n)

mission

Even though she wasn't feeling well, Cassady went to work. She found that she was having trouble concentrating and misinterpreted what a customer wanted, resulting in extra work to resolve the problem. What personal obstacle was Cassady experiencing?

physical condition

When a service provider is assertive with a customer, the provider

projects an image of confidence and self-assuredness.

All customer-based entities have one focus in common, which is

providing excellent customer service and identifying and satisfying customer needs.

In a Western environment, when the distance between two persons exceeds 12 feet, it is categorized as ________ distance.

public

The approach that an organization takes in providing service and addressing the needs of the customer is called its ________ philosophy.

service

Which term refers to the technique used by organizations to determine how customers perceive the value of services and products received?

service measurement

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

service recovery

If a service provider attempts small talk with her customer and she finds her customer to be impatient, she should

skip the small talk and focus on providing service

When the pandemic began, Stephanie's company required everyone to work from home using video calls for meetings. This illustrates the concept of

telecommuting

Some supervisors are not good at providing the support their employees need. The most likely reason for this is

they have not had adequate training.

Which of these is classified as a direct service delivery system?

towing dispatchers

What enables employees to know what is expected of them and how to fulfill those expectations?

training

Which term is a characteristic of RUMBA?

understandable

What is a characteristic of an effective mentor?

well connected