Workplace Comm CH 6-10 T/F

FALSE

Technological advancement has failed to impact customer loyalty.

TRUE

Telephone tag results in a loss of efficiency, money, and, in some cases, customers.

TRUE

The e-mail system was designed as an inexpensive, quick way of communicating via the World Wide Web.

True

The expressive style exhibits nonverbal cues such as enthusiasm and inflection in voice.

TRUE

The first key step in the problem-solving process is to identify the problem.

TRUE

The influence of technology-based applications is so significant in terms of dollars that the way that organizations do business using them has been labeled electronic commerce.

TRUE

The key to helping resolve any service breakdowns is to frame your problem resolution with customer-focused messages through use of the emotion-reducing model.

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 key to service success is to be open-minded and accept that someone else has a different belief system that determines his or her needs.

FALSE

The more you know about style tendencies, the harder it is to deal with people in a variety of situations.

TRUE

The most important thing to remember about trust is that, without it, you have no relationship.

FALSE

The present operations that use technology are considered to be labor-intensive.

TRUE

The principal thing to remember about complaint resolution is that it is your perception of the situation, not the customer's, that counts.

TRUE

The title used to address people is known as the form of address.

True

The way a person acts or reacts under certain circumstances are the primary behavior patterns that everyone has.

FALSE

To create a social bond with customers, take time to just say hello without treating anyone as an individual.

TRUE

To effectively serve an angry customer, one must move beyond the emotions to discover the reason for his or her anger.

TRUE

To prevent or at least reduce the possibility of breakdowns with your internal customers, you should honor all commitments and promises to your internal customers.

TRUE

To say that technology has permeated almost every aspect of life in most developed countries would be an understatement.

FALSE

Use closed body language and few verbal cues to let customers know you are glad they are at your organization.

TRUE

Values are based on deeply held beliefs of a culture or subculture.

FALSE

Values are the beliefs that people use to evaluate issues or situations, make decisions, interact with others, and deal with conflict.

TRUE

Values can also influence your perceptions and actions toward others.

TRUE

When a product or service fails to meet what the customer wants or needs, dissatisfaction and frustration can result.

FALSE

While addressing younger customers, it is essential to adopt a flippant approach.

TRUE

While sending an e-mail, use the blind courtesy copies liberally.

FALSE

With the high number of users, internet usage is considered a Generation X tool.

True

You are stereotyping a person when you make generalizations not based on reality.

FALSE

You can assume familiarity and call someone by his or her first name when addressing them.

TRUE

You should avoid technical terms, contractions, slang or broken English when talking with customers who speak a little English.

TRUE

A subtle way to show your ability to adapt is by quickly learning and mastering new technology systems to respond to the customer more efficiently.

True

A win-win situation is one in which the customer and you and your organization succeed.

TRUE

Automated attendants provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

TRUE

Diversity presents challenges, but enriches our lives as we grow professionally.

TRUE

E-mail was not meant to replace formal written correspondence although many companies use it now for correspondence functions.

TRUE

Failure to adhere to deadlines warrants a service recovery action by service providers.

TRUE

Instead of singling a customer out or focusing on exceptions in a group, describe people in general terms.

TRUE

Internal customers with special requests can be classified as a difficult customer.

FALSE

Jargon, slang, and colloquialisms are friendly terms/phrases that make customers smile and should be used often.

TRUE

Modern businesses rely heavily on the use of the telephone to conduct day-to-day operations and communicate with internal and external customers.

FALSE

Most people find it satisfactory for messages to be sent without proofreading or spell checking them to save time.

TRUE

Motivational devices that cause customers to seek out specific types of products or services are referred to as customer needs.

FALSE

Nonverbal cues of a rational style person include constant eye contact.

True

Observing people, listening to them objectively and responding according to the situation helps avoid stereotyping people.

FALSE

On the Internet, it is relatively easy for customers to see how many employees, buildings or money a company has when they access a website.

TRUE

Once a customer transaction is completed, make sure any necessary follow-up action is begun.

TRUE

One disadvantage of telephone communication is the lack of face-to-face contact with the customer.

TRUE

One factor that could help stimulate the growth of call centers is an increased demand by customers for technology-based ordering and service systems.

TRUE

One of the biggest mistakes any service provider can make is to deny accountability in dealing with the customer.

TRUE

One of the most common mistakes service providers make in dealing with customers who have a complaint or problem is to nonverbally send a message of skepticism.

FALSE

One way to address customer needs is to anticipate them.

TRUE

People who challenge a service provider's ability to deliver service and who require special skills and patience are difficult customers.

TRUE

People's awareness of differences and of their own preferences is crucial in determining the success they will have in each instance.

FALSE

Polychronic refers to the perception of time as being a central focus with deadlines being a crucial element of societal norms.

True

Research has given us self-assessment questionnaires and models for explaining personal behavior, such as the Myers-Briggs Type Indicator.

TRUE

Service breakdowns can occur at a charity event if a worker misplaces an item won by a donor.

TRUE

A channel partner is the relationship of two organizations in which they are able to build a larger and stronger competitive presence.

True

A customer service professional needs to be aware that everyone is different.

TRUE

A customer's perception of quality service is often one of the prime reasons for his or her return.

True

Adaptability is crucial in customer service for many people do not always act the way you want them to.

TRUE

Adopting the beliefs of others is essential to accomplish the goal of providing excellent service to the customer.

FALSE

An effective approach to increasing sales is to focus on the features of a product or service and not the benefits.

True

An important point to remember is that there is one best behavioral style.

True

Behavioral styles are observable tendencies that you and others exhibit when dealing with tasks or people.

TRUE

Building good relationship in order to increase customer satisfaction is valuable because it can lead to repeat business.

TRUE

By effectively managing channel partner relationships, retail and service pricing can be kept down.

FALSE

Carl Jung divided behavior into two attitudes which he called constant and inconstant.

TRUE

Caution must be used when considering any characteristics, since grouping people can lead to stereotyping.

FALSE

Closed-end questions encourage customers to share information.

FALSE

Core values are a set of standards which guides the conduct of all employees.

TRUE

Customers often take their business to competitors if they feel they have had poor service and complacency, inappropriate complaint resolution, and unmet needs from one's company.

FALSE

Customers with disabilities are not classified as difficult customers.

TRUE

Dealing with internal customers may be more sensitive than your dealings with outsiders.

TRUE

Disclosing personal information about oneself is often a cultural factor.

TRUE

In B2B, customers are often companies.

FALSE

Initiative applies only to external customer situations.

FALSE

Many service providers are wise to take values for granted.

FALSE

Many service providers look at customer interactions from a long-term perspective.

FALSE

People who have a preference for the rational style tend to be impatient.

FALSE

Short term customer relationships are the ones that sustain organizations.

True

Stereotyping people affects the service provider-customer relationship.

TRUE

The primary purpose of any good service recovery program should be to return the customer-provider relationship to its normal state.

TRUE

A service provider trained to assist customers with questions, problems or suggestions is referred to as the help desk.

TRUE

A simple way of accomplishing individualized service is to ask what else the customer would like.

TRUE

A simple way to demonstrate responsiveness is to attend to customer needs promptly.

TRUE

An important thing to remember about e-mail is that it is sometimes unreliable.

True

An inquisitive style uses formal names instead of nicknames.

FALSE

Applying your own cultural practices and beliefs to a situation involving someone from another culture is highly recommended.

FALSE

As the world grows smaller economically and technology increases, the chances of you having contact on the job with people from other cultures decrease.

FALSE

Cultural diversity has to do with the similarities between groups of people.

TRUE

Customer expectations can affect how service is delivered and perceived.

TRUE

Customer loyalty describes the tendency of customers to return to an organization because of service.

FALSE

Customer loyalty is a rational thing rather than an emotional one.

TRUE

Customer relationship management is a crucial element of customer loyalty.

FALSE

Diversity is a simple matter and difficult to deal with if you are fair to people and keep an open mind.

TRUE

Eliminate distractions by not eating, drinking, chewing gum, talking to others or handling other tasks while on the phone.

TRUE

Emoticons are the faces created through the use of computer keyboard characters.

True

Everyone has perceptions about the people and events they encounter.

TRUE

If customers share a concern, complaint, or question with you in person, remember to use verbal, nonverbal, and listening skills discussed in conjunction with customer service.

FALSE

In dealing with customers, when someone is doing something with customers differently from your way, it means that the person is wrong.

TRUE

In some cultures, conservative dress by women is one manifestation of modesty.

FALSE

In the decisive behavioral style, a strategy in response to a firm, active handshake is to return a weak, limp handshake.

FALSE

Include as much as graphics in a fax message in order to make the message look more pleasing to the receiver's eyes.

FALSE

It is your perception, not the customer's, that is the deciding factor of your actions.

True

No matter which style tendencies a customer has, everyone likes to feel appreciated.

FALSE

People choose different conflict resolution styles with regard to a culture or group.

True

Perceptions are how an item, situation or others are viewed.

FALSE

The best way to deal with a service breakdown is to decide on a plan of action after it occurs.

FALSE

The cost of acquiring new customers is lesser than the cost retaining current ones.

True

The decisive style is characterized by a no-nonsense approach to people and situations.

FALSE

The key element in cementing interpersonal relationships is communication.

TRUE

The key to effectively serving all customers, and particularly people from different cultures, is flexibility.

TRUE

When you fail to use good grammar in your communications, you may be perceived as lazy or uneducated.

TRUE

A moment of truth is defined as any instance when a customer comes into contact with any element or representative of an organization.

TRUE

A portable on-demand broadcast is called a podcast.

True

A service provider can partner with internal or external customers to solve problems and produce a win-win situation.

FALSE

A service provider should be sure to label a person as being one style.

True

A service provider should strive to provide seamless service that seems effortless and natural to the customer.

FALSE

A customer's reluctance to provide you with information is based more on a distrust on you or your service-providing peers.

TRUE

A demanding customer may feel a need to be or stay in control, especially if he or she has felt out of control in the past.

TRUE

A good strategy when dealing with rude or inconsiderate customers is to remain professional.

TRUE

A key to effective website effectiveness is recognition and connections.

FALSE

A key to successfully serving all types of customers is to stereotype them.

TRUE

A key to using voice mail effectively is to keep your outgoing message current and indicating your availability.

True

A likely behavior in the inquisitive style is intermittent eye contact.