Ch. 8 SmartBook

Which question is most likely to offend a customer?

"How many children do you have?"

Which response to a request is most likely to cause embarrassment to a customer who originates from certain parts of Asia?

"No."

Which of the following phrases uttered by someone from the United States has the best chance of being clearly understood by someone who does not share the speaker's native language or cultural background?

"That could not have gone better."

Select all that apply What are three valid suggestions for communicating with a customer who does not speak your language fluently? - use positive listening - use nonverbal techniques - be flexible - exhibit control - demonstrate frustration

- use positive listening - use nonverbal techniques - be flexible

Roughly how many American adults have some type of disability according to the Centers for Disease Control and Prevention?

1 in 4

Boris heads the food products division of a large US supermarket. He meets a customer visiting from Argentina who is looking for low-sugar cereal. By observing the customer's cues, Boris feels that the customer is friendly and wants to know him better. Which of the following courses of action should Boris follow?

Allow the customer to guide the conversation.

Which of the following is a good rule to follow when communicating with customers in an English-speaking country whose native language is something other than English?

Avoid using technical jargon that relates to products.

True or false: Closed-ended questions are useful when dealing with customers from different cultures.

False

True or false: Cultural values have no influence on the buying behavior of consumers.

False

True or false: Humor is independent of cultural boundaries.

False

Which statement is true regarding foreign-born customers and their impact on American-based business?

Foreign-born customers are common and warrant consideration of strategies for providing them excellent service.

José works for a U.S. firm. On a phone call with an important client in Nigeria, José sums up their successful meeting by saying, "Well, we really hit it out of the park with that one!" Why is José's choice of phrase potentially a problem in this scenario?

José's comment used a reference that might be unfamiliar to his client.

______ allows customers to translate what you have said into his or her language, comprehend, and then respond in your language or ask questions.

Pausing

______ refers to the perception of time as a fluid commodity that does not interfere with relationships and elements of happiness.

Polychronic

Rafael speaks fluent English. His customer speaks English as a second language. How could Rafael adjust his communication style to manage this language difference?

Rafael could use regular pauses to allow the customer ample time to process his message.

Renata is speaking with a customer who wants to return a dress because the customer's religious beliefs prevent her from wearing a garment that sits above her knees. The customer does not have a receipt for the dress because it was a gift, but the tags are still on it. Store policy says that all returns need a receipt. How can Renata demonstrate customer awareness in this situation?

She can explain that she understands the reason for the return and will check with her manager to see what she can do.

Alana encounters a customer who does not appear to speak English well. In order not to offend the customer and to be able provide excellent service, what approach should she use?

She should speak to the customer in an even tone at normal volume.

How should a service employee approach a customer with a perceived disability?

Take the customer's lead regarding what accommodations will help to provide excellent customer service.

Which factor makes elderly citizens valuable customers?

They have increasing amounts of disposable income.

Which of the following is true of nonverbal cues?

They should reinforce verbal messaging.

True or false: Observing nonverbal cues helps a service provider in determining whether a customer is confused.

True

Which one of the following steps should be followed when speaking English with people from other countries?

Use standard rules of grammar.

Which of the following statements holds true for cultural values?

Values can influence people's perceptions toward others.

In some countries, women are expected to be "seen but not heard." This expectation is an example of a ______.

gender role

Which approach is best when communicating with customers who are not native speakers of English (or the dominant language of any given country)?

avoiding the use of lengthy explanations

The ______ _____ population was born between 1946 and 1964.

baby boomer

Indira, a customer support executive, is required to assist an elderly customer. The customer behaves in an arrogant manner and seems disoriented. Indira should ______.

behave in a respectful and professional manner

How should a person providing service respond to an elderly customer who is disrespectful or arrogant?

by remaining professional

Sharmaine has a customer that she suspects is not a native speaker of English. How can Sharmaine best communicate with this customer with the goal of offering superior service?

by speaking slowly and clearly

The key to successful customer service is to allow your customers to understand what you say. This is achieved by speaking ______.

clearly and slowly

In which type of culture are individuals viewed as part of a larger group?

collective

Cultural diversity refers to the differences between groups of people depending on their ______.

country of origin

While everyone who works in Kylie's department now lives in the United States, Akansha was born in India, Stefan was born in France, and Lucretia is from Argentina. This group of people represents the idea of ______.

cultural diversity

The title used to address someone, which should be based on the person's cultural and personal preference, is referred to as a(n) ______.

form of address

When Ashonna contacted the manufacturer about a fault in the toaster she had purchased, she was connected to a man with a heavy accent and found it difficult to understand him. She continually paraphrased what she thought he said and by the end of the conversation, her problem was resolved. This encounter is an example of how ______ is encountered everywhere.

diversity

When considering proper forms of address, when you meet Andre, who is from the United States, it is likely that he would be preferred to be addressed by his ______.

first name

The key to effectively serving customers from any part of the world is to be ______.

flexible

Yolanda works at a bank and is speaking with a husband and wife who need a home loan. She notices that the woman never looks at her and never speaks, while her husband makes all the decisions and signs the papers. Her co-worker explains that this couple is from a country where men have higher social status and ______ were the reason for the woman's behavior.

gender roles

Vortex Inc. is a computer manufacturer headquartered in Beijing. Before signing a multi-year distribution agreement with a company out of London, Vortex hosted a weekend of informal meet-and-greets, group meals, and sightseeing tours including representatives from each company. Which cultural value is Vortex demonstrating by investing in such a weekend?

importance of relationships

In ______ cultures, the values of single group members are emphasized over those of the group as a whole.

individualistic

Western countries tend to value the responsibility each person has for operating independently to achieve personal goals. This reflects a(n) ______ culture.

individualistic

A(n) ______ relationship results from the need for service providers to build strong bonds with customers.

interpersonal

Even a "harmless" joke might be considered offensive when told in a diverse work environment because each culture has its own ______ of what is considered funny or socially acceptable.

interpretation

Brianna is nervous about serving a new customer who appears to be from another country and speaks English with a heavy accent. She is afraid she won't understand what the customer wants or will unknowingly offend the customer. What strategy could Brianna use to manage the customer interaction?

let the customer take the lead and listen actively to determine proper responses

Rudy was assisting a customer who had a heavy accent. He kept interrupting the customer every time a single word was unclear which was annoying the customer. It was also preventing Rudy from capturing the general message being conveyed. How could Rudy improve this interaction?

listen patiently

Focusing on what a customer is saying and trying to understand the meaning of the message being communicated constitutes ______.

listening patiently

In the Chinese culture, respect for elders is focused more on ______.

males

Members of the Amish community traditionally downplay their outward appearance and wear simple, functional clothing. This style of dress reflects a cultural preference for ______.

modesty

Shanaya belongs to a culture that has taught her to avoid direct eye contact when talking with men. This behavior is a demonstration of ______.

modesty

As the world has grown smaller due to ease of travel, technology, offshoring, and other factors, the workplace has become ______.

more diverse

The Chickasaw Indians and other North American tribes tend to view personal possessions and skills as shared resources not to be kept from others. This reflects a cultural value regarding ______.

ownership of property

The views of a particular culture on the accumulation of worldly goods or wealth define its attitude toward ______.

ownership of property

The best approach to confirming your understanding of a customer's needs, especially when language differences could be a hurdle, is to ______.

paraphrase for the customer how you interpret the verbal and nonverbal cues the customer has communicated

Linda is a salesperson in a supermarket. She encounters a Polish customer who is not fluent in English. He explains his needs to Linda. Linda states in her words that she understood what he needed but is not sure of certain things. To enhance understanding, Linda is ______.

paraphrasing the customer's message

In countries like Mexico, Italy, and Ireland, people tend to consider time as flexible and respond to time constraints according to their relationships. The concept of time in these countries would be considered ______.

polychronic

Divulging personal information is less common in some cultures due to a greater expectation of ______.

privacy

Renata felt the company violated her expectations of ______ when it sold her email address and contact information to other companies.

privacy

Waleed works for a U.S. company selling household appliances. He has to visit a Japanese customer who requests a demonstration of the vacuum cleaners sold by the company. The customer speaks very little English. In order to provide excellent customer service, Waleed must ______.

remember to pause and wait for the customer to interpret his message

Showing flexibility when dealing with people from other cultures involves ______.

recognizing that one's views are not the way of the world

One value that is held by many cultures and speaks to honoring the wisdom and privileges that can come from life experience is referred to as ______.

respect for elders

Chip is assisting a customer wearing a headdress and modest clothing covering most of her skin. He believes the customer may be dressed modestly in reverence to her cultural beliefs. When the customer continually looks away as Chip addresses her, he should ______.

respect this nonverbal cue and provide his usual excellent service

Saraya suspects that the customer she is helping would be embarrassed by a straightforward denial of a request. Which approach would most likely help prevent the customer from being embarrassed?

smiling and apologizing

Adelina is a middle-aged sales executive in an automobile showroom where she encounters a customer belonging to the millennial generation. When interacting with the customer, Adelina needs to ______.

tailor her service strategy to satisfy the customer's needs

Effective communication with customers involves ______.

using a normal volume and tone

A young man in a wheelchair is approaching a store's service counter. How should the service counter worker react to best serve this customer?

welcome him as he approaches the desk and adjust service if needed based on his cues

Amasa works at a designer clothing store in the mall and notices a customer entering that appears similar in age to her teenage daughter. How should Amasa respond to this customer?

welcome the customer and offer assistance as she would with any other customer

The Americans with Disabilities Act of 1990 guarantees people with disabilities equal access to ______.

workplace opportunities