Reference no: EM132447138
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
Attachment:- Chapter 8- Vocabulary.rar
Attachment:- Chapter 9-Quiz.rar
Attachment:- Chapter-9-Vocabulary.rar