FTCC MKT223 2020 September Module 3 Test Latest

MKT223 Customer Service

Module 3 Test   

QUESTION 1An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is a:

                Problem event

                Win-win situation

                Rational situation

                Long-term event

QUESTION 2The circadian rhythm “clock” often establishes a body’s least period of performance.

  True

  False

QUESTION 3Telling a customer, “You really don’t want that color, do you, Mrs. Brown?” is a:

                Good method to get the customer to make a decision

                Routine question asked by # 1 sales professionals

                Very positive approach to decisions

                Way to sound as if you are challenging the customer’s decision making

QUESTION 4Because of past experiences with other customers, you may be tempted to:

                Ask the customer to go to another store for service

                Make faulty assumptions

                Make sure the customer is incorrect about your wishes

                View the customer as a problem

QUESTION 5Listening and hearing are the same process.

  True

  False

QUESTION 6The Ritz-Carlton credo provides as its highest mission the genuine care and comfort of its employees.

  True

  False

QUESTION 7For someone who is a rational style and keeps communication brief, your strategy may be to:

                Ask open-end questions to obtain information

                Focus on their need for accuracy

                Keep sentences brief

                Focus on their need to be liked

QUESTION 8If a rational style customer has intermittent eye contact, a strategy you may use is to:

                Focus on the negative aspect

                Decrease your eye contact

                Avoid smiling

                Listen actively; make eye contact

QUESTION 9A nonverbal cue of someone who is expressive may be:

                Forceful tone

                Active body language

                Short attention span

                Fleeting eye contact

QUESTION 10All of the following are strategies for improving listening, except:

                Stop talking

                Prepare yourself

                Listen actively

                Interrupting

QUESTION 11To help you discover customer needs, you can gather information by observing all of the following, except:

                Vocal qualities

                Phrasing

                Nonverbal expressions and movements

                Home environment

QUESTION 12A likely behavior in the Inquisitive style is intermittent eye contact.

  True

  False

QUESTION 13The system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution is known as:

 

                Problem-solving

                A win-win situation

                A method of time management

                Seamless service

QUESTION 14If someone is not time-conscious and may be late for appointments often, he or she may be a/an:

                Rational style

                Decisive style

                Inquisitive style

                Expressive style

QUESTION 15Mental factors that can cause a shift in focus in interacting with others are:

                Biases

                Mishandled

                Unknown to most psychologists

                Psychological distracters

QUESTION 16People whose preferences are the inquisitive style:

                Communicate informally

                Like to be on a first-name basis

                Like to be with people even in leisure activities

                Use cool, brief handshakes, often without a smile

QUESTION 17The four steps one completes while listening are all of the following, except:

                Listening/forwarding the message

                Attending

                Comprehending/assigning meaning

                Responding

QUESTION 18Research has given us self-assessment questionnaires and models for explaining personal behavior, such as the Myers-Briggs Type Indicator.

  True

  False

QUESTION 19The term that refers to the process of continually evaluating products and services to ensure that maximum effectiveness, efficiency and potential are being obtained from them is:

                Customer service

                Seamless service

                Process improvement

                Cultural awareness

QUESTION 20The way a person acts or reacts under certain circumstances is a typical:

                Primary behavior pattern

                Shortcoming

                Best style to have

                Task-oriented behavior

QUESTION 21Observable tendencies or descriptive terms that identify categories of human behavior are known as:

                Being rational

                A fashion or style of dress

                Behavioral styles

                Human preferences

QUESTION 22A good listener should possess all of the following characteristics, except:

                Empathy

                Bias

                Understanding and patience

                Attentiveness and objectivity

QUESTION 23In dealing with customers, try to avoid subjective opinions or judgments.

  True

  False

QUESTION 24An important point to remember is that there is one best behavioral style.

  True

  False

QUESTION 25If you display a confident, possibly arrogant demeanor, you may be a/an:

 

                Rational style

                Inquisitive style

                Decisive style

                Expressive style

QUESTION 26If a decisive pattern customer directly places blame on you the service provider, a strategy you may use is to:

                Be brief, tell him or her what you can do and offer solutions

                Seek reassurance

                Give a weak handshake

                Turn the customer over to someone else

QUESTION 27The brain can comprehend messages delivered at:

                The speed of sound

                Rates of about 125 words per minute

                Speeds four to six times faster than the average speaking rate

                Speeds that rarely exceed 150 words per minute

QUESTION 28Which of the following is not a suggested way to build strategic customer relationships?

                Discover customer needs

                Seek opportunities for service

                Know your products and services

                Say “no”

QUESTION 29Patience is not a significant factor when a language barrier or speech disability is part of the situation.

  True

  False

QUESTION 30Which of the following is not a preference attributed to the rational style?

                Patience

                Avoids anger and conflict

                Relies on statement of facts, times and dates

                Asks questions rather than states opinions

QUESTION 31Stereotyping people affects our relationships with others.

  True

  False

QUESTION 32     Sending back verbal and nonverbal messages to a message originator refers to:

                Responding

                Answering

                Memorizing

                Hearing

QUESTION 33     The father of listening is Zig Ziglar.

  True

  False

QUESTION 34You may find yourself needing to refocus if any of the following occur:

                You miss the game of the week on the company TV

                You find yourself helping a customer make a decision

                You know you have made some good advertising displays

                You answer a question incorrectly because you did not hear it

QUESTION 35     Ineffective leaders according to research have the following characteristics, except:

                Uncaring

                Insensitive

                Empathetic

                Judgmental

QUESTION 36.   Factors that can limit performance or success in life are personal:

                Goals

                Obstacles

                Training

                Programs

QUESTION 37 The persons who are most likely to have a functionally decorated office (all items have a purpose) are those of the:

                Rational style

                Inquisitive style

                Decisive style

                Expressive style

QUESTION 38     Congruence means that the group means well but does not function effectively.

  True

  False

QUESTION 39     Most people take listening skills for granted.

  True

  False

QUESTION 40.   One of the four behavior groups characterized as people-oriented, fun-loving, upbeat and extroverted is the:

                Rational style

                Inquisitive style

                Decisive style

                Expressive style

QUESTION 41     A passive physiological process of gathering sound waves and transmitting them to the brain for analysis is known as:

                Attending

                Memorizing

                Recognition

                Hearing

QUESTION 42     You cannot talk and actively listen at the same time.

  True

  False

QUESTION 43Which of the following is not an example of an external obstacle to listening?

                Information overload

                Speakerphones

                Self-talk

                Ringing phones

QUESTION 44 The last step in the listening process is assigning meaning.

  True

  False

QUESTION 45Your opinions or beliefs about a specific group, situation, person or issue can sometimes:

                Result in correct assumptions regularly

                Lead to better service to customers

                Reward the customer for being different

                Cloud your ability to listen objectively

QUESTION 46

1.            Which is an example of something for which open-ended questions are not typically preferred?

                Determine customer needs

                Get one-syllable answers

                Gather a lot of information

                Uncover background data

QUESTION 47     We tend to base our perceptions of others and categorize people by thinking about all but which of the following?

                Physical qualities

                Social roles and behaviors

                Psychological qualities and group affiliations

                Observing and listening objectively

QUESTION 48     No matter which style tendencies a customer has, everyone likes to feel appreciated.

  True

  False

QUESTION 49     When someone is doing something with customers differently from your way, it means that the person is wrong.

  True

  False

QUESTION 50     Positive approaches to listening to a customer include:

                Focusing on one or two details

                Rushing a customer who seems to be processing information

                Turning off noisy equipment, facing the person, making eye contact and smiling

                Pushing a customer to make a decision after you have spent time presenting product information