MRKG quizzes 1-5

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

"You" statements

Which of the following is an assertive and appropriate way to deal with customers or coworkers when you disagree?

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

Which of the following is the most viable way to generate meaningful responses from customers?

Ask customers how you can serve them better.

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

Attending

________ refers to the emotional responses to people, ideas, and objects. They are based on values, differ between individuals and cultures, and affect the way people deal with various issues and situations.

Attitude

_______ 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

A service culture starts with the frontline employee and filters up to the top of the organization.

False

Closed-end questions are used to seek substantial amount of information.

False

Communicating assertively involves elements of self-respect without respect for others.

False

Employees expectations refer to the task assignment that service providers assume.

False

Encoding occurs when you or your customers convert messages received into familiar ideas.

False

Global terms such as "always" or "never" should be used in customer service to add credibility to the service provider.

False

Major organizations now realize it is cheaper to attract new customers than to satisfy and keep old customers.

False

The first step a company should take in creating or redefining its service environment is to identify the needs of its staff in meeting customer expectations.

False

When dealing with customers, service providers should make assumptions in order to communicate objectivity.

False

_______ refer(s) to psychological barriers in the form of societal beliefs and values through which people process information to determine its significance.

Filters

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

Filters

Which of the following is a viable way of addressing a customer's expectations positively?

Listening carefully and paraphrasing

________ is the practice of a message receiver giving back in his or her own words what he or she believes a sender said.

Paraphrasing

When a service provider is assertive with a customer, he or she _________.

Projects an image of confidence and self-assuredness

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

Responding

_________ is the process of correcting something that has not gone as promised involving provision of a product to a customer.

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

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

Which of the following is true of service providers who are good listeners?

They are attentive to their customers and strive to understand their needs.

Which of the following statements is usually true of open-end questions?

They help to establish a number of facts.

Which of the following 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

A service environment made up of various factors, including the values, beliefs, norms, rituals, and practices of a group or organization, is known as its service culture.

True

Aggression involves hostile or offensive behavior, often in the form of a verbal or even physical attack.

True

In order to improve interactions with customers, you should ask a variety of people for feedback about how you tend to communicate.

True

Listening is an active, learned process consisting of four phases: receiving/hearing the message, attending, comprehending, and responding.

True

Organizations often overpromise and underdeliver because their cultural and internal systems do not have the ability to support customer service initiatives.

True

Rapport is a silent bond between two people when they share common interests and issues; it demonstrates a win-win, "I care" attitude.

True

Service measurements refer to the techniques used by organizations to determine how customers perceive the value of services and products received.

True