Reference no: EM133470146

Question

1. Valencia is of the opinion that her culture is superior to other cultures. She criticizes the beliefs of people belonging to other cultures. Valencia's attitude best exemplifies ______.

ethnocentrism

ageism

nepotism

sexism

2. Cognitive categorization creates prejudice when ______.

you sort information into categories in your mind and then place a value on those categories

you believe that your group is right about certain issues, but others are wrong

you unfairly target a specific group for blame when things go wrong

you believe your own group is always better than other groups

3. Institutional prejudice refers to ______.

workplace policies that do not intend harm but wind up discriminating against people anyway

acts of discrimination in the workplace

discriminatory acts based on a company president's personal beliefs

laws that protect people from discrimination at work

4. A ______ is a thought or belief people have about members of a given group-a thought or belief that might be positive, negative, or mixed.

stereotype

discriminatory category

ethnocentric idea

mixed message

5. Forming a real, meaningful relationship with your customer is known as ______.

relationship selling

uncertainty selling

polished selling

bonded selling

6. Which of the following strategies should be followed when dealing with customers?

You should respect your customers and give them the highest-quality service but should never let them run your business.

You should take customers' complaints personally.

To succeed with customers, you must avoid bolstering their self-esteem.

You should be cautious when accepting feedback and suggestions from customers as most often these turn out to be personal attacks.

7. Which of the following questions is an effective self-check when deciding on an ethical approach to a situation?

"Would I want all of my procedures to be made public knowledge?"

"Would I want to continue with this customer?"

"Would this customer be pleased with my suggestions?"

"Would my actions lead to a solution to the issue?"

8. You are a cashier in a retail store. A woman who is not a customer asks for change for a large bill. You should ______.

treat her the same as if she were a paying customer

tell her you'll do it this once, but never again

tell her that making change for non-customers is against company policy

tell her that you'll change the bill, but not to tell anyone that you did such a thing

9. "Give them the pickle" means ______.

going the extra mile

that if customers ask for something you know is bad for them give it to them anyway

that customers should be allowed freedom in the workplace even when they are disruptive

being firm and remembering the bottom line at all times

10. Two issues that are important to remember when dealing with an unreasonable, angry, or overly demanding customer are ______.

staying focused and avoiding the self-esteem trap

silence and low eye contact

acting relaxed and looking the customer straight in the eye

acting relaxed and remaining standing; don't sit down.