BUS 155
The intimate distance which is typically for family and intimate relationships is usually:
0-18 in
The average white-collar worker in the U.S. has only about a _____ percent efficiency rate when listening.
25
This is usually the distance range in face-to-face customer service situations:
4-12 feet
What are some ways to discover customer needs?
A customers need are most easily ascertained by asking open-ended questions about what they are dissatisfied with and how you can help them. It's also important to evaluate the person's own personality and values so you can assist them in a way that makes them feel comfortable.
Identify which of the following could lead to a service breakdown.
A hotel room is not ready and it is past the stated check-in time
A nonverbal cue of someone who is expressive may be:
Active body language
A customer may defect to another company for all of the following reasons, except:
Active listening to resolve issues
The fee-based 900 numbers
Allow customers to call for information for a fee
The Automatic Number Identification system (ANI) is pronounced:
Annie
When a customer calls or contacts your organization you should:
Answer promptly, speak clearly and use correct grammar
What are the five phases to service recovery?
Apologize, take immediate action, show compassion, provide compensation, conduct follow-up
Common abbreviations may be used on informal messages such as using ASAP to mean:
As soon as possible
Explain the difference between assertive and aggressive behavior.
Assertive behavior allows the person to get what they want while also taking into account what the other person thinks or wants. They make suggestions instead of demands. With aggressive behavior, the person does not care about how the other person feels and this can often lead to tension and violence. Aggressiveness involves making demands and using harsh tones and body language.
One of the benefits of outsourcing is to:
Avoid the need to purchase a myriad of equipment
Which of the following is a preference attributed to the rational style?
Avoiding anger and conflict
Which of the following is a good strategy for effectively handling demanding customers?
Be professional and respect the customer
The psychiatrist who did much research related to behavioral styles in the early 20th Century is:
Carl Jung
You are a customer service provider. When the telephone rings:
Clear your head, focus on the telephone and answer professionally and cheerfully
Many companies have adopted a _________ ____ ________ to which they are held accountable.
Code of Ethics
Which of the following statements is true of the impact of the economic recession on consumers' mindset?
Consumers have begun to reevaluate their paradigm or the way they look at products.
During the early days of business growth, many sold or bartered products from their homes in what became known as:
Cottage industries
A phrase that refers to the differences and similarities attributed to various groups of people within a culture is its:
CulturaL diversity
A central point within an organization from which all customer service contacts are managed by various forms of technology is the:
Customer contact center
The feeling of a person whose needs have been met by an organization is:
Customer satisfaction
Explain the one focus in common of all customer-based organizations.
Customer-based organizations all put he customer first. They aim to provide excellent service and satisfy a costumers needs and wants. Following this guideline will often encourage customers to return to this organization in the future.
To deliver quality service effectively, a service provider must:
Deal with the human being first
_____ style is one of the behavioral groups, characterized by a direct and no-nonsense approach to people.
Decisive
If you display a confident, possibly arrogant demeanor, you may be a/an:
Decisive style
_____ occurs when a customer converts messages received into familiar ideas by interpreting or assigning meaning.
Decoding
You may want to try all of the following to make your customers feel special, except:
Discourage customers from sharing their wants and needs
The different characteristics, values, beliefs and factors that make people different yet similar are known as:
Diversity
If you use closed-end questions, some customers from other cultures may not admit they:
Do not agree, have an answer or want to do something
Ways to show respect include:
Do what you promised to do, do it right the first time, within the agreed time
The term that applies to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization is ____.
Downsizing
Surfing the Net for goods has coined a new term in technology for accessing goods and services called:
E--commerce
It is never appropriate to send financials, confidential data or other information such as medical reports via e-mail because:
E-mail makes use of an unsecured method of communicating
____________ are the faces created through the use of computer keyboard characters.
Emoticons
_____ requires putting yourself in the customer's place and trying to relate to the customer's needs, wants, and concerns.
Empathy
A concept in which employees can act without asking first for management intervention to resolve a customer issue is called:
Employee empowerment
The expected performance that sends a message of being trustworthy and honest and having the intent to provide quality service is known as:
Ethical behavior
Acceptable rules, manners and ceremonies for an organization, profession or society are known as
Etiquette and manners
If someone is not time-conscious and may be late for appointments often, he or she may be a/an:
Expressive style
One of the four behavior groups characterized as people-oriented, fun-loving, upbeat and extroverted is the:
Expressive style
Those who actively seek out, research and buy, rent or lease products or services offered by a business are its:
External customers or clients
A Website that is hard to navigate or that takes a long time to load will be accepted by customers, since it shows that the company is very technically savvy.
False
A channel is a term used to describe the content of the message to the receiver.
False
A key to successfully serving all types of customers is to stereotype them.
False
A subtle way to show your ability to adapt is to try to change your customer.
False
An important point to remember is that there is one best behavioral style.
False
Applying your own cultural practices and beliefs to a situation involving someone from another culture is highly recommended.
False
Customer loyalty is a rational thing rather than an emotional one.
False
Customer service does not qualify as a stressful job.
False
Customers have little concern about value for their money and/or effective and efficient service.
False
Diversity is a simple matter and difficult to deal with if you are fair to people and keep an open mind.
False
Employees should always focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers.
False
Employees should always share their organization's internal problems with the customers.
False
Few companies now have 800 or 888 numbers for customers to call to place orders, get service or anything else.
False
Global terms are an encompassing, effective way to build credibility with your customers.
False
In today's workplace, it is appropriate in a business setting to greet visitors to the office with a "high five" or a "knuckle bump" as a form of greeting.
False
It is cheaper to get new customers than to keep the old ones.
False
Jargon is informal words used to make a message more colorful.
False
Most people find it satisfactory for messages to be sent without proofreading or spell checking them to save time.
False
Older workers are more likely than younger workers to be short-tenured employees.
False
One of the best actions to recover from a mistake is to deny accountability in dealing with the customer.
False
Patience is not a significant factor when a language barrier or speech disability is part of the situation.
False
People who have a preference for the rational style tend to be impatient.
False
Products are the only output considered in customer service.
False
So much has been written about quality that one is tempted to think of it as a fad which is a good way to feel about quality service.
False
The circadian rhythm refers to the psychological 24 hour cycle associated with the earth's rotation.
False
The concept or practice of customer service is new.
False
The cost of acquiring new customers is less than the cost retaining current ones.
False
The face is capable of making only a few expressions.
False
The last step in the listening process is assigning meaning.
False
The more you know about style tendencies, the harder it is to deal with people in a variety of situations.
False
The number of women in the workforce is projected to decrease from about 43 percent in the year 2000 to 39 percent by the year 2020.
False
The type of delivery system used by organizations to serve customers is not important.
False
To create a social bond with customers, take time to just say hello without treating anyone as an individual.
False
Use "you" a lot, because it stresses the "you" attitude.
False
When messages are transmitted between two people during communication, verbal messages are likely to contradict or override nonverbal signals.
False
You should use closed body language and few verbal cues to let customers know you are glad they are at your organization.
False
Which of the following is true of gender communication
Females tend to learn more nurturing and relationship skills early.
The American Automobile Association (AAA) mobile services are being provided via new technology, such as:
GPS-enables wireless telephones
A term applied to an ongoing trend of information, knowledge and resource sharing around the world is:
Globalization
A passive physiological process of gathering sound waves and transmitting them to the brain for analysis is known as:
Hearing
All of the following are basic steps in the planning process, except:
Identify the alternatives, but avoid making a selection
The first step in problem solving is to:
Identify the problem or issue
_____ occurs when organizations decide to have its own employees assume functions and perform work instead of contracting out to third parties.
Insourcing
Employees of other departments or branches, coworkers and other people who work within the same organization are:
Internal customers
Peers, coworkers and others from your company are your:
Internal customers
What is the significance and purpose of the Americans with Disabilities Act of 1990 (ADA)?
It was the first civil rights bill aimed towards those who are disabled. It prohibited discrimination when it comes to choosing not to hire those with disabilities if they still have the capability of doing that specific job. And they give access to public places/opportunities
_____________ is the key element of two-way verbal communication.
Listening
Usually the first step in each customer encounter is:
Make positive initial contact
In successful organizations, upper management:In successful organizations, upper management:
Makes themselves clearly visible to front-line employees
Technology that allows a service provider to communicate with a customer via telephone while at the same time displaying information to the customer over the computer is:
Media blending
Which of the following countries is a part of the North American Free Trade Agreement (NAFTA)?
Mexico
Positive examples of ethical behavior do not include:
Misleading a customer
Perceptions of time as being a central focus with deadlines being a crucial element of societal norms is:
Monochronic
Many service providers, even seasoned ones, go through slumps and feel down about the job, themselves, their supervisor, customers and whatever they are doing; this is:
Normal
In a purely customer-focused environment, service measurement is typically in terms of the:
Number of complaints
The term that refers to the relocation of business services from one country to another.
Offshoring
_____________ questions encourage customers to share information.
Open-end
Discuss the meaning of the term organization culture. Please be thorough in your answer using complete sentences.
Organization culture encompasses the values and ideals that are collectively held by the employees, management, and customers of and organization. This is taken into consideration in all situations dealing with ethics and service. It is also what customers experiences when they come to your business.
The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called ____.
Paraphrasing
When using eBay, ___________ allows individuals or businesses with an e-mail address to securely, easily and quickly send and receive payments online.
PayPal
Customers can be reassured about security of the technology if you do all of these, except:
Point out the errors or bad spots in the e-mail
Which of the following is an example of negative nonverbal behavior?
Pointing a finger
Zones in which interpersonal interactions can take place are known as:
Proxemics or spatial cues
Mental factors that can cause a shift in focus in interacting with others are known as:
Psychological distractors
Explain what the five criteria for RUMBA.
R- Realistic: set reasonable goals for employees. U- Understandable: employees must understand the organization's goals as well as how to do their job effectively. M- Measurable: use things like productivity and customer satisfaction to measure whether goals are being reached B- Believable: set goals for employees that they believe they can reach. A- Attainable: set goals that are reachable with the right amount of training and motivation.
Name the four behavioral groups.
Rational, inquisitive, expressive, and decisive.
Important things to remember about e-mails include all of the following, except:
Readers will read and like to read long, complex messages
All of the following can help you learn about new products and services if the company does not provide training on resources, except:
Refrain from joining organizations that require memberships
Sending back verbal and nonverbal messages to a message originator refers to:
Responding
Which of the following is not an example of an external obstacle to listening?
Self-talk
Simply stated, the manner in which you and other employees treat your customers and each other as you deliver your company's product(s) or other deliverables is known as:
Service
The customer service environment is made up of six components of which customer, organizational culture, human resources, products/deliverables and delivery systems comprise five. The sixth component is:
Service
All of the following are good suggestions to help serve your customers effectively, except:
Slouch in your chair to get more relaxed
When customers have a complaint or problem to be solved, they want:
Solutions, not excuses
Techniques used to prevent a breakdown in needs fulfillment when you are dealing with customers are:
Strategies for preventing dissatisfaction
When something goes wrong, the service provider should:
Take responsibility and take appropriate action
RedAngle Corp. is a company that allows its employees to set up home offices and communicate electronically to its corporate office. This is an example of ____.
Telecommuting
If a service provider is to understand and serve people who might be different, they must first become aware:
That they are also very similar to you
Explain why there is a delicate balance in selecting a service delivery system.
The company must find a way to make their delivery system unify many different components. They must meet the customers' expectations, while not overspending. They must also ensure that their delivery system is a method they can realistically use. Lastly, they have to compare this to what their competition is doing. All of these components make it difficult to know what will and won't work. Companies often have to evaluate their system several times.
Sending a blind courtesy copy of an e-mail could allow the following to occur, except:
The relationship between the sender and receiver remains constant and steady regardless without any breakdowns
A typewriter-type device for sending messages back and forth over telephone lines is:
The teletype system (TTY)
Discuss how customer service professionals use listening to help their customers.
Through listening professionals can learn many things from their customers. They can tell what the customer wants or needs, and how they want or need those things. They can also listen to customer complaints to find out what their customers do and do not like when it comes to their organization. This allows the professionals to root out problems and implement solutions.
You may have heard people say: "Time is money." What does this mean?
Time is money means that people value time. Time is something you only have so much of in the day, and just like you can feel as though you wasted your money on something, you can also feel as though you've wasted your time. When ending a conversation or exiting a situation, people of ask themselves was it worth my time. Another interpretation is that the time that is being wasted could be used to be making money.
As a service provider, the key element in making your customer interactions successful is ____.
To recognize how you tend to communicate by asking those who know you best for feedback
Many communities have lists of seminars, programs and other resources that may promote excellent opportunities for:
Training
A company's mission is generally driven from top to bottom of the organization.
True
A customer service professional needs to be aware that everyone is different.
True
A key to successfully serving all types of customers is to treat each person as an individual.
True
A simple way to demonstrate responsiveness is to attend to customer needs promptly.
True
An inquisitive style uses formal names instead of nicknames.
True
Behavioral styles are observable (actions you can see or experience) tendencies that you and others exhibit when dealing with tasks or people.
True
Building good relationships to increase customer satisfaction is valuable because it can lead to repeat business.
True
By outsourcing jobs to a third party, companies can save money by reducing health benefits or retirement payments.
True
Communication is a key element during customer interactions.
True
Customer relationship management is a crucial element of customer loyalty.
True
Customers really can hear a smile in your voice.
True
Dealing with internal customers may be more sensitive than your dealings with outsiders.
True
Deregulation is the removal of government restrictions on an industry.
True
E-mail was not meant to replace formal written correspondence although many companies use it now for correspondence functions.
True
Employee expectations are perceptions about positive and negative aspects of the workplace.
True
Employees who work from their homes or satellite locations are considered to be telecommuting.
True
Ethical behavior is based on values of the society, organization and employees.
True
External customers are the ones who actively seek out; research; and buy, rent or lease products or services offered by the organization.
True
For you to effectively serve an angry customer, you must move beyond the emotions to discover the reason for his or her anger.
True
In a direct contact environment, customers interact directly with people.
True
In evaluating your customer service attributes, asking those with whom you interact regularly to give you feedback can be helpful.
True
In the past when many people worked on farms, small artisans and business owners provided customer service to their neighbors.
True
In the past, a company's response to try and hold customers was to make changes to its product and service lines.
True
Individual characteristics or qualities you have may get in the way of listening effectively to a customer.
True
Instant messaging refers to a form of Internet communication where users can transmit text messages or chat in real-time via the Internet to one or more people.
True
Internal customers with special requests can be classified as a difficult customer.
True
Large multinational organizations provide the products and services once provided by neighborhood stores.
True
Learning organizations are businesses that use knowledge as a basis for competitive advantage.
True
Modern business still relies heavily on the use of the telephone to conduct day-to-day operations and communicate with internal or external customers.
True
One step in active listening is hearing or receiving the message.
True
One technique for telephoning is to plan your call before picking up the telephone.
True
Open-end questions establish a number of facts such as identifying customer needs, gathering a lot of information, uncovering background data, to name a few.
True
Rapid growth in construction is likely to increase the overall employment in goods-producing industries.
True
Some personal characteristics affect your relationship with customers.
True
Sometimes during decoding, how well the message was encoded determines if the received message was the one originally sent.
True
Standing up when customers arrive or approach is an indicator of a customer-focused behavior.
True
Technology allows workers to work independently from home; therefore, many customer-service related jobs are done in a home instead of an office.
True
The best way to determine what customers want and expect is to ask them.
True
The decisive style is characterized by a no-nonsense approach to people and situations.
True
The key to effectively serving all customers, and particularly people from different cultures, is flexibility.
True
The key to helping resolve service breakdowns is to frame your problem resolution with customer-focused messages through the use of the emotion- reducing model.
True
The rate of speech averages for Western cultures is 125 to 150 words per minute (wpm).
True
Time allocation is referred to the amount of attention given to a person or project.
True
Typical elements of a service culture are management, supervisors/leaders, front-line providers and customers.
True
We have only begun to see the impact that technology will have on shaping the future.
True
When you fail to use good grammar in your communications, you may be perceived as lazy or uneducated.
True
You cannot talk and actively listen at the same time.
True
The most important criterion for a relationship is:
Trust
Which of the following characteristics is included in RUMBA?
Understandable
RUMBA includes all of the following characteristics, except:
Unreliable and understandable
You can win the customer over by:
Using a people-centered approach to problem analysis and problems solving
The following are reasons or ways to use voice mail, except:
Using it to avoid talking to your customers
Things that customers typically desire but do not necessarily need are:
Wants
Of the following, the best suggestion to provide good service is:
When transferring a call, wait until the person picks up the phone and then give your name, the name of the customer waiting and ask "can you take the call?"
You may find yourself needing to refocus if any of the following occur:
You answer a question incorrectly because you did not hear it
Two-way communication involves:
an application of all the elements of interpersonal communication
The first step in the emotion-reducing model is to:
apologize for the inconvenience, frustration, and mistreatment
For someone who has a rational style and keeps communication brief, your strategy will be to:
ask open-end questions to obtain info
Projecting a presence that is assured, confident and capable without appearing aggressive or arrogant is known as your level of
assertiveness
B2B stands for ____.
business-to-business
Messages written in all ____________ are perceived as shouting by the receiver.
capitals
Telling a customer, You really don't want that color, do you, Mrs. Brown? is a situation where you are perceived as being:
challenging to the customer
All people have a natural 24-hour biological pattern, a ____________ ___________, by which they function.
circadian rhythm
To prevent or at least reduce the possibility of breakdowns with your internal customers, you should honor all ___________ and promises to your internal customers.
commitments
If you send a fax and it goes into a stack of received messages on the machine, an issue of _______________ has just occurred for sensitive information.
confidentiality
In a study in New England, 1 in 6 jobs were in a _________ ___________.
contact center
Emma is the manager of a small beauty salon. She deals with different kinds of customers and has to ensure that the customer needs are identified and satisfied. To develop an effective customer service, she should:
continually strive to gain new knowledge and skills and deliver the level of service equal to that offered by established salons.
The first major key component of a customer service environment is the _________.
customer
Long-term _____________ _________ are the ones that sustain organizations.
customer relationships
The ability of knowledgeable, capable and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business is ______________ ______________.
customer service
The method(s) used by an organization to provide services and products to its customers is its _____________ ___________________ .
delivery systems
Eliminate ____________ by not eating, drinking, chewing gum, talking to others or handling other tasks while on the phone.
distractions
Companies that market products and services on the Internet and through other technology are making use of ___________.
e-Commerce
The ___________ system was designed as an inexpensive, quick way of communicating via the World Wide Web.
By using _____________, putting yourself in the customer's place, you can reduce the risk of poor service.
empathy
When employees are given authority to act without asking management for intervention, that is called ___________ ___________ .
employee empowerment
Before providing feedback, take into consideration the knowledge and skill level of your customers, this being part of ____________.
encoding
Assertive service is good for solving problems but aggressive service may _________ them.
escalate
Retail and service organizations should:
establish policies and procedures that are flexible.
Do not just provide service; provide _______________ service.
excellent
Eye contact should be held no longer than _____ to _____ seconds at a time.
five to ten
When you fail to use good __________ in your communication, you may be perceived as lazy or uneducated.
grammar
A service provider trained to help customers with questions, problems or suggestions are referred to as the ________ ___________.
help desk
_____ undertakes activities such as recruiting, selecting, training, and retaining qualified people.
human resources
Changes in voice tones (higher or lower) add variety to messages and are referred to as _____________ or _________________ of the voice or tone.
inflection, pitch
Customers are identified as __________ and ___________ customers.
internal and external
Employees of other departments or branches, co-workers and other people who work within the same organization are called ____.
internal customers
You can show respect when addressing a customer by using his or her _______ name and title.
last
One step to make your customers feel special is to _______________ actively.
listen
Because of past experiences with other customers, you may be tempted to:
make faulty assumptions
A communication delivered through speech or signals is known as:
message
Term which refers to perception of time as being a central focus with deadlines being crucial element of societal norms is ___________________.
monochronic
A portable on-demand broadcast is a _________.
podcast
A customer perception of ________________ service is often one of the prime reasons for his or her return.
quality
Internal employees or external consultants who pose as customers in on-site visits, over the telephone, or online to determine how well customers are being served are known as ________.
secret shoppers
You take on the role of ____ when you initiate a message with your customer.
sender
While placing his order, a customer tells the waiter to avoid bell peppers of any kind or color in the food since he is allergic to the vegetable. In spite of informing the server of his choice, a slice of bell pepper sits right on top of the dish he ordered. In addition to a service breakdown, this could lead to:
serious illness or death of the customer and a huge liability for the organization
A garment you needed for a meeting returns from the laundry with broken buttons and cannot be worn which results in a __________ __________.
service breakdown
The term _________ _______ refers to organizations and individuals involved in delivering service as a primary product.
service sector
The first step in the planning process model is to _________ ______ ______.
set a goal
Dialogue that is used to enhance relationships, show civility, and build rapport is called ____.
small talk
The key to recover from errors is to apologize, accept responsibility and then quickly and appropriately __________ _________ _________.
solve the problem
Modern businesses rely heavily on the use of the ____________ to conduct day-to-day operations and communicate with internal and external customers.
telephone
A service culture starts at the ____ of the organization and filters down to the front-line employees.
top
The key element in cementing interpersonal relationships is ____________.
trust
People often return to organizations where they feel _________.
welcome
You can partner with internal or external customers to solve problems and produce a _______________ situation.
win-win
