Reference no: EM132283730

Chapter 8 Quiz

Please highlight the correct response

1. ________________ refers to the characteristics, values, beliefs, and factors that make people different, yet similar.
• Diversity
• Precarity
• Meritocracy
• Heteronormativity

2. Which of the following statements is an example of an individualistic culture?
• A tribe who members pursue personal goals over the tribes aims
• A nation that provides all its citizens with complete healthcare
• An ethnic group that runs all its decision through a communal decision-making process for common assent

3. Members of individualistic cultures differ from members of collectivist societies in that the former _______________.
• Emphasizes individuals' goals more that the collective goals
• Take an indirect approach to conflict resolution
• Consider individuals to be interdependent units of a group
• Tend to use informal mediation to address conflict to prevent embarrassment

4. Which of the following individual is most likely to be a member of a monochromic culture?
• Robert, a deliveryman, ensures punctual service to his customers at any cost
• Jhn, a businessman, is frequently late to board meetings
• Andrew, a lawyer, prefers to be in charge of multiple cases at the same time

5. Members of polychromic cultures differ from members of monochromic cultures in that the former _________________.
• View time as a flexible commodity
• Take time commitments seriously
• Tend to work on one activity at a time
• Consider time to play a major role in relationships

6. The golden rule, a term coined by speaker and author Tony Alessandra, is related to going beyond the step of treating customers the way you want to be treated.
• True
• False

7. The long-term appraisals of the worth of an idea held by individuals are called values.
• True
• False

8. A service provider with good customer awareness understands that all customers are alike and must thus be treated alike.
• True
• False

9. Face refers to the important concept of esteem used in many Asian cultures.
• True
• False

10. When interacting with individual from diverse culture, customer service providers should use nonverbal cues with care since gestures and facial expressions may have different meaning to various cultures.
• True
• False

Chapter 9 Quiz

Please highlight the correct response

1. ________________ refers to the practice of transferring a call to your co-worker without announcing the call. .
• Blind transfer
• Robocall
• Automatic call distribution
• Instant messaging

2. ________________ has become so popular and available to consumers that businesses use it to share information, connect with customers, and keep their name in front of millions of people.
• Social media
• Media blending
• Emoticon use
• Call waiting

3. Necron Electronics LLC installs computer terminals with screen displays in various areas of its showroom. Customer can access such terminals to access information regarding Necron's electronic products that they may be interested in. These terminals are examples of ________________.
• Interactive kiosks
• Automated attendants
• Predictive dialing systems
• Telephone typewriter systems

4. Whitestone Fashion, Inc. develops a website that provides details of its products to interested customers. It also sets up a customer service team that communicates by telephone with such customers as they browse through the products on the website. This is an example of ________________.
• Media blending
• Telephone tagging
• Cloud computing
• Blind transferring

5. ________________ is technology that allows for remote storage of a user's data which can then be accessed through a web browser using a module application on the user's mobile devices.
• Cloud computing
• Computer telephony integration
• Media blending
• Internet telephony

6. Text lingo like "OMG" and "LOL" are appropriate for email correspondence with externals customers. .
• True
• False

7. High touch customers prefer to serve themselves.
• True
• False

8. Robocall is a term used to describe a type of automated phone auto-dialer that delivers a personalized, pre-recorded message to recipients.
• True
• False

9. When saying no to a customer, the service provider should quote the policy that is responsible for denying the customer's wish.
• True
• False

10. Technology creates a competitive advantage for companies by meeting customer demand, decreasing production and delivery time, and reducing costs.
• True
• False