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, ____.

Which of the following is true of gender communication?

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

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

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

Nonverbal messages ____.

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

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 ____.

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

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

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

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

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 ____.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

People whose preferences are the inquisitive style:

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

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

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

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

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

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

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

The brain can comprehend messages delivered at:

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

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

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

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

Which of the following statements is true of listening?

Recognition is:

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

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

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

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

An effective listener should be _____.

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

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