chapter 2 customer service

The rate of thought speed in the United States is Blank______ words per minute.

125 to 150

When does an adult's strongest sleep drive usually occur?

2:00 a.m. to 4:00 a.m.

Which of these is an example of service recovery?

A customer gets a faulty product replaced by the manufacturer.

When demonstrating an "I care" message, which behavior should be avoided?

Always finish the customer's sentence before the customer.

What occurs in the comprehending stage of the listening process?

Assign meaning.

When arriving for her shift at the service counter, Belinda takes a moment to locate a pen, check her drawer for product return forms, and ensure she has the most recent sales information available. What is the significance of Belinda's actions from a customer service perspective?

Belinda will be prepared to listen to and serve her customers.

The factors outside an organization or the sphere of one's influence that can cause challenges in delivering service are called .

Blank 1: external Blank 2: obstacles

The rate at which the human brain processes information is called .

Blank 1: thought Blank 2: speed

What are three characteristics of a skilled listener?

Conducts follow-up questioning. Is aware of nonverbal cues. Notices a person's words.

True or false: Biases are a result of things learned earlier in life and are recognized on a conscious level.

False

True or false: You can talk and actively listen at the same time.

False

Gem, a customer service executive, listens to a disgruntled customer voice a complaint. Gem is in which stage of active listening?

Hearing

Which of the following is a personal obstacle to effective listening?

Lack of education

Which of these is an example of an employee assistance program?

Led Lites LLC. provides behavioral and mental counseling to all its employees.

When Monica answered the phone, the customer said, "I did not receive my order on the day it was due and..." Rather than let the customer finish, Monica immediately replied, "I'll ship you a replacement." If Monica had let the customer finish she would have found out that the customer did not receive her order on Monday but it did show up on Tuesday and she was calling to thank the company for letting her know it was coming a day later. What listening skill did Monica fail to use?

Listen for concepts.

Caleb, a customer service executive, is approached by a customer who starts asking about a product he wants to check out. What should Caleb do in this scenario?

Listen to the customer first and then respond.

How should argumentative customers be handled?

Phrase responses or questions positively. Listen and attempt to satisfy the customer's needs.

When a customer is rude or is the type of person for whom you have a personal dislike, what should you do?

Remember that you are being paid to serve the customer. Maintain a professional attitude. Try to treat the customer impartially.

Which of these behaviors is most likely to send an "I care" message?

Sit or stand up straight and make eye contact with the customer.

Tim, a customer service executive, is approached by a customer when he is using his computer to calculate the store's monthly sales. Which of the following responses will best suit Tim in this scenario?

Tell the customer that he will be with them in just a moment.

Which of these is an open-ended question?

Why is an extended warranty important to you?

Which of these is a closed-ended question?

Will the color of this shirt fade?

Why is it usually best to deal with customers impartially instead of calling in a coworker to handle customers who are the type of people for whom you have a personal dislike?

You might reveal a personal preference or bias that could hurt you when you apply for other jobs in the future. A professional attitude helps you maintain positive business relationships with various people.

Which question is most likely to be perceived as criticism?

You really won't need three of the same item, will you?

What techniques are recommended for gathering information from customers?

asking closed-ended questions asking open-ended questions focusing on wants and needsq

In which phase of the listening process does the listener focus attention on a specific sound or message being received from the environment?

attending

Melissa asked her co-worker to be quiet so she could focus on what the customer was saying. Which part of the listening process does this demonstrate?

attending

Which of the following is typically the next step after hearing in the listening process?

attending

After Patrice listened to a customer service representative explain the situation, Patrice sat silently for a few minutes as she processed what had been said. The customer service representative recognized Patrice's need for silence and waited patiently. The customer service representative was cognizant of Patrice's Blank______ style.

behavioral

When the teenage girl stormed up to the service desk and rudely asked for her money back, the customer service agent begrudgingly refunded her money and reaffirmed her thoughts that all teenage girls are rude. This customer service agent is demonstrating Blank______.

bias

What is the primary way most customer service professionals determine the needs of their customers?

by listening to the customer

In which phase of the listening process does the brain attempt to match received sounds or messages with other information stored in the brain, in order to recognize or extract meaning from it?

comprehending

Jack, a sales manager, receives a complaint from a customer. To decide its importance, he focuses his efforts on what the customer says. Jack is currently in the Blank______ stage of the listening process.

comprehending

Marianna answered the phone and recognized the caller as a long-time repeat customer. Which step of the listening process does this recognition represent?

comprehending

In communication, Blank______ relates to ensuring that verbal messages match the nonverbal cues used.

congruence

The motivators or drivers that cause clients to seek out specific types of products or services are called Blank______.

customer needs

Brett is always responsive to customer needs. He would be described as a(n) Blank______ listener.

effective

The benefit package offered to employees by many organizations that provide services to help employees deal with personal problems that might adversely affect their work performance is called a(n) Blank______ program.

employee assistance

Global Technologies offers health and fitness classes to educate employees on healthy habits and promote exercise as an outlet for stress. These classes are an example of a(n) Blank______.

employee assistance program

Circadian rhythms are a good indicator of a person's Blank______.

energy levels

Policies and laws are examples of possible Blank______ obstacles to effective listening.

external

Which of these can be a physical barrier to communication with customers?

furniture

The thought speed of the human brain is Blank______ the speed at which an average adult speaks.

greater than

Julius asks his cubicle partner to turn down the radio so he knows when his phone rings. Which step in the listening process is Julius trying to improve?

hearing

Which of the following is a passive physiological process of receiving sound waves and transmitting them to the brain for analysis?

hearing

The question, "What type of car are you looking for?" allows a customer service representative to Blank______.

identify customer needs

When you are receiving too many messages which come together and cause confusion, frustration, or an inability to act, what are you experiencing?

information overload

While assisting a customer, Henry began to feel overwhelmed as he heard himself being paged over the store's intercom, felt his phone vibrate with an incoming text message, and saw a coworker approaching with a question. What was Henry experiencing?

information overload

Open-ended questions are useful for Blank______.

inviting dialog and participation

Which of these is most likely to send an "I care" message to customers?

leaning forward

While discussing a product concern with a customer, Jerry maintained eye contact, nodded to show his understanding, and asked specific follow-up questions before suggesting a resolution. In this interaction, Jerry demonstrated a willingness to Blank______.

listen

Which of these is a positive approach that shows you are willing to listen to a customer?

maintaining direct eye contact

Uncovering objections during a sale is best done by asking what type of questions?

open-ended

It is important for a service professional to listen for Blank______ before analyzing a message.

overall concepts

Disabilities and lack of education are Blank______ obstacles to effective listening.

personal

Bethany noticed that customers always had to walk around the display case when they wanted to return an item, so she asked the maintenance crew to move the display case to another area of the store. Bethany is conscious of a Blank______ barrier to communication.

physical

Desks, furniture, or other such items separating you from your customer can sometimes become Blank______ that stifle communication.

physical barriers

Mental factors that can cause a shift in focus in interacting with others are called Blank______ distracters.

psychological

Sending back verbal and nonverbal messages to a message originator is known as Blank______.

responding

What is typically the final step in the listening process?

responding

The process of righting a wrong or correcting something that has not gone as promised involving provision of a product or service to a customer is known as Blank______.

service recovery

Which two factors could be personal obstacles to effective listening?

sleep deprivation sick parent

A service provider who is feeling angry or upset at work should Blank______.

take time to calm down before interacting with other people

What is the basic, most important reason for listening to customers?

to find out what they need and want

"From what you have told me, all the features of the new product will ease some of your workload, so let me get the paperwork started so you can take it home with you. What do you think?" Which of the functions of open-ended questions does this achieve?

uncovering objections

Which of these is a characteristic of effective listeners?

unemotional

When you are speaking with a customer, why are you most likely to use closed-ended questions?

verifying information

Congruence between the words you say and the gestures you make means that Blank______.

your gestures complement your words