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Homework answers / question archive /   1)If service is going to be delayed or take longer than planned, ____

  1)If service is going to be delayed or take longer than planned, ____

Communications

 

1)If service is going to be delayed or take longer than planned, ____.

 
  • Question 2

 

   
 

Which of the following is true of gender communication?

     
       
  • Question 3

 

   
 

In most Western cultures, the typical period of time that is comfortable for holding eye contact is _____ seconds.

     
       
  • Question 4

 

   
 

Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress and grooming are known as ____.

     
       
  • Question 5

 

   
 

Holding hands near or over the mouth may present problems for those who ____.

     
       
  • Question 6

 

   
 

Nonverbal messages ____.

     
       
  • Question 7

 

   
 

_____ refers to the factors used to send messages that impact a customer's perception or feelings about a service provider of organization.

     
       
  • Question 8

 

   
 

The process of clarifying a nonverbal cue that was received by stating what behavior was observed, giving one or two possible interpretations, and then asking the message sender for clarification is called ____.

     
       
  • Question 9

 

   
 

Which of the following is likely to damage the customer-provider relationship?

     
       
  • Question 10

 

   
 

Which of the following is an example of a negative nonverbal behavior?

     
       
  • Question 11

 

   
 

Acceptable rules, manners, and ceremonies for an organization, profession, or society are known as ____.

     
       
  • Question 12

 

   
 

_____ refers to the manner or clarity in which verbal messages are delivered.

     
       
  • Question 13

 

   
 

In a board meeting, the chairman says "John is the pineapple of hard work". He obviously meant the word pinnacle and not pineapple. This is an example of ____.

     
       
  • Question 14

 

   
 

Which of the following is an example of negative nonverbal behavior?

     
       
  • Question 15

 

   
 

As a service provider, one way to be nice to customers when they approach is to:

     
       
  • Question 16

 

   
 

If a service provider is to understand and serve people who might be different, they must first become aware ____.

     
       
  • Question 17

 

   
 

How someone views an item, situation or others is called ____.

     
       
  • Question 18

 

   
 

_____ means deliberate discrimination against a person based on his or her age, race, sex, ethnicity, or ability level.

     
       
  • Question 19

 

   
 

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

     
       
  • Question 20

 

   
 

For someone who has a rational style and keeps communication brief, your strategy will be to:

     
       
  • Question 21

 

   
 

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

     
       
  • Question 22

 

   
 

The way a person acts or reacts under certain circumstances is known as ____.

     
       
  • Question 23

 

   
 

Continually evaluating products and services to ensure that maximum effectiveness, efficiency and potential are being obtained from them is called:

     
       
  • Question 24

 

   
 

If someone is not time-conscious and may be late for appointments often, they are exhibiting a(n) _____ style.

     
       
  • Question 25

 

   
 

_____ style is one of the behavioral groups characterized by being introverted and task focused.

     
       
  • Question 26

 

   
 

If you display a confident, possibly arrogant demeanor, you are most likely exhibiting a(n) _____ style.

     
       
  • Question 27

 

   
 

Jung explored human behavior and divided it into functions. One of them is ____.

     
       
  • Question 28

 

   
 

Observable tendencies or descriptive terms that identify categories of human behavior are known as ____.

     
       
  • Question 29

 

   
 

People whose preferences are the inquisitive style:

     
       
  • Question 30

 

   
 

One of the four behavior groups characterized as people-oriented, fun-loving, upbeat and extroverted is the _____ style.

     
       
  • Question 31

 

   
 

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

     
       
  • Question 32

 

   
 

A nonverbal cue of someone who is expressive is a(n):

     
       
  • Question 33

 

   
 

In customer service, relationships with customers are built on _____ the characteristics of others.

     
       
  • Question 34

 

   
 

_____ is the primary skill most people have for gathering information.

     
       
  • Question 35

 

   
 

_____ requires putting yourself in the customer's place and trying to relate to the customer's needs, wants, and concerns.

     
       
  • Question 36

 

   
 

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

     
       
  • Question 37

 

   
 

The brain can comprehend messages delivered at:

     
       
  • Question 38

 

   
 

Telling a customer, You really don't want that color, do you, Mrs. Brown? is a:

     
       
  • Question 39

 

   
 

_____ is the primary means that many customer service professionals use to determine the needs of their customers.

     
       
  • Question 40

 

   
 

Mental factors that can cause a shift in focus in interacting with others are known as ____.

     
       
  • Question 41

 

   
 

_____ is especially important when a language barrier or speech disability is part of a customer's situation.

     
       
  • Question 42

 

   
 

Which of the following statements is true of listening?

     
       
  • Question 43

 

   
 

Recognition is:

     
       
  • Question 44

 

   
 

Many companies offer programs to help employees deal with personal and performance issues. These programs are often called ____.

     
       
  • Question 45

 

   
 

_____ is the phase of the listening process in which a listener focuses on a specific sound or message being received from the environment.

     
       
  • Question 46

 

   
 

In which of the following situations will you feel the need to refocus?

     
       
  • Question 47

 

   
 

_____ refers to sending back verbal and nonverbal messages to a message originator.

     
       
  • Question 48

 

   
 

An effective listener should be _____.

     
       
  • Question 49

 

   
 

The situation of a listener being bombarded with data from many sources is often called ____.

     
       
  • Question 50

 

   
 

Which of the following is an example of an external obstacle to listening?

     
       

 

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