Customer Service Skills for Success 7Th Edition By Robert Lucas – Test Bank
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Sample Test
Customer Service, 7e (Lucas)
Chapter 3 Verbal Communication Skills
1) Service providers have little control over the emotional
state of their customers.
Answer: TRUE
Explanation: One variable over which you have little
control as a service provider is the emotional state of your customers. When
you first encounter someone, you have no idea if he or she is happy, sad,
optimistic, angry, vindictive, or in some other frame of mind.
Difficulty: 1 Easy
Topic: The Importance of Effective Communication
Learning Objective: 03-01 Explain the importance of
effective communication in customer service.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
2) Communication is a key element to successful customer
interactions.
Answer: TRUE
Explanation: Two key elements in making interactions with
customers successful are to recognize how one tends to communicate and
understanding how the communication process works. You must be able to
effectively communicate verbally and to ask appropriate questions, listen, and
analyze customer needs, wants, and expectations.
Difficulty: 1 Easy
Topic: The Importance of Effective Communication
Learning Objective: 03-01 Explain the importance of
effective communication in customer service.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
3) The environment is one of the elements in an interpersonal
communication model.
Answer: TRUE
Explanation: The environment (office, call center, store,
and group or individual setting) in which you send or receive messages affects
the effectiveness of your message and is a component of the interpersonal communication
model. For example, in a busy business environment, you or others may take
shortcuts in communicating and send a perceived curt or abrupt verbal and/or
nonverbal message. This could potentially cause a service breakdown.
Difficulty: 2 Medium
Topic: The Elements of Effective Two-Way Communication
Learning Objective: 03-02 Recognize the elements of
effective two-way interpersonal communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
4) You take on the role of decoder when you initiate a message
with your customer.
Answer: FALSE
Explanation: The sender selects a communication channel
and then creates and encodes the intended message to the receiver. This starts
the communication process. You take on the role of sender as you initiate a
message with your customer.
Difficulty: 2 Medium
Topic: The Elements of Effective Two-Way Communication
Learning Objective: 03-02 Recognize the elements of
effective two-way interpersonal communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
5) A channel is the method through which people communicate
messages.
Answer: TRUE
Explanation: The channel is the method chosen to transmit
a message. Examples of channels include face-to-face, telephone, e-mail, chats,
Twitter, written correspondence, and facsimile (FAX).
Difficulty: 1 Easy
Topic: The Elements of Effective Two-Way Communication
Learning Objective: 03-02 Recognize the elements of
effective two-way interpersonal communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
6) If a message is not encoded well, this can lead to a service
breakdown and potential conflict.
Answer: TRUE
Explanation: Depending on how well the message was encoded
or whether personal filters (e.g., gender, background, age, language, or
cultural differences) interfere, the received message may not be the one you
originally intended.
Difficulty: 2 Medium
Topic: The Elements of Effective Two-Way Communication
Learning Objective: 03-02 Recognize the elements of
effective two-way interpersonal communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
7) It is necessary to avoid using negative-sounding “you”
messages as a primary means of addressing customers.
Answer: TRUE
Explanation: Try to avoid using negative-sounding “you”
messages as a primary means of addressing your customer. To help enhance your
service delivery, get to know your customer’s name when possible and use it in
greeting him or her. You can focus on what “I” or “we” can do for or with the
customer.
Difficulty: 1 Easy
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
8) Small talk with a customer is yet another way to impose a
sale on a customer and should always be avoided.
Answer: FALSE
Explanation: Small talk is a dialogue used to enhance
relationships, show civility, and build rapport. By bonding with the customer
through small talk, you show that you recognize the customer as more than a
nameless face or a prospective sale.
Difficulty: 1 Easy
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
9) Paraphrasing is one technique to help ensure that you have
accurately received your customer’s message.
Answer: TRUE
Explanation: To ensure that you got the message that your
customer intended to communicate, take time to ask him or her for feedback. Do
this by repeating to the customer the message you thought you heard, but in
your own words—paraphrase.
Difficulty: 1 Easy
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
10) The specific practice of a message receiver giving back in
his or her own words what he or she believes a sender said is called feedback.
Answer: FALSE
Explanation: Paraphrasing is a technique that helps ensure
you have received your customer’s message. The practice of a message receiver
giving back in his or her own words what he or she believes a sender said is a
process called paraphrasing.
Difficulty: 1 Easy
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
11) Defusing a situation with a customer by acknowledgment can
be used in every unhappy situation with any customer.
Answer: FALSE
Explanation: Although defusing by acknowledgement can help
diffuse some tense situations, it tends to become patronizing and insincere
when someone is really angry.
Difficulty: 2 Medium
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
12) By asking questions, you can make customers feel as if they
are a part of the conversation and get them involved as you build rapport
through ongoing dialogue.
Answer: TRUE
Explanation: Eliciting customer feedback and participation
makes customers feel as if they are a part of the conversation and builds a
good rapport. This will foster a feeling that the two of you are working
together to solve a problem while putting the customer in psychological control
of the situation.
Difficulty: 1 Easy
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
13) Feedback is transmitted either verbally or nonverbally.
Answer: TRUE
Explanation: Feedback is a response to messages a listener
receives. This response may be transmitted verbally (with words) or nonverbally
(through actions or inaction).
Difficulty: 1 Easy
Topic: Providing Feedback Effectively
Learning Objective: 03-04 Provide feedback effectively.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
14) Before providing feedback, it is important to take into
consideration the knowledge and skill level of the customer as part of
encoding.
Answer: TRUE
Explanation: Before providing feedback, you should take
into consideration the knowledge and skill level of your customer(s). This is
part of the encoding, an element in an interpersonal communication model.
Failure to consider the customer could result in comprehension breakdowns.
Difficulty: 2 Medium
Topic: Verbal Feedback
Learning Objective: 03-04 Provide feedback effectively.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
15) The appearance of your work area can send a powerful
nonverbal message to customers.
Answer: TRUE
Explanation: Factors related to you, such as the
appearance of your work area, clothing, jewelry, body art, hairstyle, or
makeup, can send powerful messages. Nonverbal feedback can be more powerful
than the spoken or written word because it is often subject to interpretation.
Difficulty: 2 Medium
Topic: Nonverbal Feedback
Learning Objective: 03-04 Provide feedback effectively.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
16) When providing verbal feedback, if the customer’s body
language or nonverbal cues or words indicate misunderstanding, you should pause
and take corrective action.
Answer: TRUE
Explanation: When providing verbal feedback, you should be
conscious of how your customer is receiving your information. If the customer’s
body language indicates misunderstanding, you should pause and take any
corrective action necessary to clear up the confusion.
Difficulty: 2 Medium
Topic: Verbal Feedback
Learning Objective: 03-04 Provide feedback effectively.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
17) Messages sent to someone through other than spoken means are
called nonverbal feedback.
Answer: TRUE
Explanation: Messages sent to someone through other than
spoken means are called nonverbal feedback. Examples are gestures, appearance,
and facial expressions.
Difficulty: 1 Easy
Topic: Nonverbal Feedback
Learning Objective: 03-04 Provide feedback effectively.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
18) Eye contact with a customer should be made frequently and
held for at least 30 seconds.
Answer: FALSE
Explanation: Maintain intermittent eye contact as you
smile (no longer than 3 to 5 seconds at a time). Avoid squinting or glaring.
Difficulty: 2 Medium
Topic: Nonverbal Feedback
Learning Objective: 03-04 Provide feedback effectively.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
19) In reality, customers want to hear what you can do, not what
you can’t do.
Answer: TRUE
Explanation: Customers do not want to hear what you can’t
do; they want to hear how you’re going to help satisfy their needs or
expectations. It is better to say “Let me get that answer for you” or “I can do
. . .. ”
Difficulty: 2 Medium
Topic: Avoiding Negative Communication
Learning Objective: 03-05 Avoid language that could send a
negative message and harm the customer relationship.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
20) All-encompassing or inclusive expressions such as always,
never, and everyone are known as global terms.
Answer: TRUE
Explanation: Global terms are potentially inflammatory
words or phrases used in conversation. They tend to inappropriately generalize
behavior or group people or incidents together (e.g., always, never, everyone,
everything, all the time).
Difficulty: 1 Easy
Topic: Avoiding Negative Communication
Learning Objective: 03-05 Avoid language that could send a
negative message and harm the customer relationship.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
21) Global terms are an effective way to build credibility with
your customers.
Answer: FALSE
Explanation: Global terms such as, “We return all calls
within four hours” can undermine your credibility if your customer can give
just one example for which your statement is not true. Instead of global terms,
phrase statements to indicate possible variances such as, “Our objective is to
return calls within four hours.”
Difficulty: 2 Medium
Topic: Avoiding Negative Communication
Learning Objective: 03-05 Avoid language that could send a
negative message and harm the customer relationship.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
22) Aggressive assertiveness is appropriate in all situations.
Answer: FALSE
Explanation: Assertiveness involves projecting a presence
that is assured, confident, and capable without seeming to be aggressive or
arrogant. It is important to be able to recognize the style of assertiveness to
call upon in various situations. Hostile aggressive behavior can lead to
relationship failure. Do not confuse assertive with aggressive service.
Difficulty: 2 Medium
Topic: Assertive Communication Techniques
Learning Objective: 03-06 Use assertive communication
techniques to enhance service.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
23) Aggressive communication aims at expressing dissatisfaction
in a manner that does not create breakdown in the relationship.
Answer: FALSE
Explanation: Aggression involves hostile or offensive
behavior. Aggressive behavior often manifests itself in the form of either a
verbal or physical attack. On the contrary, assertive communication aims to
disagree or express dissatisfaction in a manner that does not create a
breakdown in the relationship.
Difficulty: 2 Medium
Topic: Assertive Communication Techniques
Learning Objective: 03-06 Use assertive communication
techniques to enhance service.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
24) Use “you” statements to foster understanding and cooperation
with customers.
Answer: FALSE
Explanation: Blaming statements, such as “you” statements,
are like verbal finger pointing and can irritate and escalate emotions. Use “I”
statements, where you let customers know how you feel about the situation or
something the customer said.
Difficulty: 2 Medium
Topic: Assertive versus Aggressive Service
Learning Objective: 03-07 Identify key differences between
assertive and aggressive behavior.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
25) Good customer service requires learning to never say no,
even to an unreasonable request.
Answer: FALSE
Explanation: Learn to say no to unreasonable requests in a
confident, yet nonthreatening manner. Use the word “no” and offer an explanation
if you choose to. In general, strive for win-win solutions. Work toward mutual
understanding and the attainment of resolutions that allow the organization and
the customer to succeed.
Difficulty: 1 Easy
Topic: Assertive versus Aggressive Service
Learning Objective: 03-07 Identify key differences between
assertive and aggressive behavior.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
26) The business of customer service is all about ________.
1. A)
one-way communication
2. B)
achieving profits
3. C)
people
4. D)
discouraging feedback
Answer: C
Explanation: All customer experiences are a combination of
people coming together for a common purpose. The business of customer service
is all about people, and organizations must take a proactive approach to
ensuring that frontline employees have the requisite communication skills to
interact with a diverse customer base.
Difficulty: 1 Easy
Topic: The Importance of Effective Communication
Learning Objective: 03-01 Explain the importance of
effective communication in customer service.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
27) As a service provider, one key element in making your
customer interactions successful is ________.
1. A) to
realize that you are the most important element in the situation
2. B) to
communicate only with those who know you best
3. C) to
recognize how you tend to communicate by asking those who know you best for
feedback
4. D) to
realize that everyone you know is uncomfortable with giving you feedback and
may not have a different perspective
Answer: C
Explanation: Two key elements in making your interactions
with customers successful are to recognize how you tend to communicate and
understanding how the communication process works. The easiest way to find out
how you communicate is to ask those who know you best. Ask a variety of people
for their feedback because each person will likely have a different perspective
based on experience with you.
Difficulty: 2 Medium
Topic: The Importance of Effective Communication
Learning Objective: 03-01 Explain the importance of
effective communication in customer service.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
28) _____ is the foundation of effective customer service.
1. A)
Jargon
2. B)
Two-way communication
3. C)
Deferring responsibility
4. D)
Paraphrasing
Answer: B
Explanation: Two-way communication is the foundation of
effective customer service. This is an active process in which two individuals
apply all the elements of interpersonal communication (e.g., listening,
feedback, positive language) to effectively exchange information and ideas.
Difficulty: 2 Medium
Topic: The Elements of Effective Two-Way Communication
Learning Objective: 03-02 Recognize the elements of
effective two-way interpersonal communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
29) A communication delivered through speech or signals is known
as ________.
1. A)
noise
2. B) a
message
3. C) a
channel
4. D)
filters
Answer: B
Explanation: A message is a communication delivered
through speech or signals, or in writing. This means the idea or concept that
you or your customer wishes to convey
Difficulty: 1 Easy
Topic: The Elements of Effective Two-Way Communication
Learning Objective: 03-02 Recognize the elements of
effective two-way interpersonal communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
30) Which of the following statements is true of the problems
associated with channels of communication?
1. A)
Nonverbal cues like inflection and tone are unidentifiable in telephonic
conversations.
2. B)
Face-to-face conversation denies the opportunity to supplement words with
nonverbal cues.
3. C)
Written communication has the potential feeling of the message being too
impersonal.
4. D) It
is typically best to avoid face-to-face communication in an ideal world.
Answer: C
Explanation: When you revert to written communication
through any channel, there is the potential for misunderstanding of meaning,
lost opportunity to supplement the words with verbal and nonverbal cues, and
the potential feeling of the message being impersonal.
Difficulty: 2 Medium
Topic: The Elements of Effective Two-Way Communication
Learning Objective: 03-02 Recognize the elements of
effective two-way interpersonal communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
31) ________ occurs when a customer converts messages received
into familiar ideas by interpreting or assigning meaning.
1. A)
Encoding
2. B)
Recoding
3. C)
Channeling
4. D)
Decoding
Answer: D
Explanation: Decoding is the stage in the interpersonal
communication process in which a receiver analyzes the messages received in an
effort to determine the sender’s intent. Depending on how well the message was
encoded or whether personal filters interfere, the received message may not be
the one you originally intended.
Difficulty: 1 Easy
Topic: The Elements of Effective Two-Way Communication
Learning Objective: 03-02 Recognize the elements of
effective two-way interpersonal communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
32) Which of the following statements best describes noise?
1. A) It
refers to the dialogues used in customer interactions to enhance relationships,
show civility, and build rapport.
2. B) It
is the idea or concept that you or your customer wishes to convey.
3. C) It
is a term that describes the method through which people communicate messages.
4. D) It
refers to the physiological or psychological factors that interfere with the
accurate reception of information.
Answer: D
Explanation: Noise consists of the factors such as health,
physical characteristics, level of attention, and emotional condition that
interfere with the accurate reception of information. It can also include
environmental factors such as external sounds or room acoustics that inhibit
communication and listening.
Difficulty: 2 Medium
Topic: The Elements of Effective Two-Way Communication
Learning Objective: 03-02 Recognize the elements of
effective two-way interpersonal communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
33) Which of the following is an element of the interpersonal
communication model?
1. A)
Conflict
2. B)
Aggressive service
3. C)
Noise
4. D)
Negative communication
Answer: C
Explanation: The elements of the interpersonal
communication model are environment, sender, receiver, message, channel,
encoder, decoder, feedback, filter, and noise.
Difficulty: 1 Easy
Topic: The Elements of Effective Two-Way Communication
Learning Objective: 03-02 Recognize the elements of
effective two-way interpersonal communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
34) Which of the following is an element of the PLAN guide to
effective communication?
1. A)
Acquire new relationships.
2. B)
Nurture a continuing relationship.
3. C)
Limit interactions with customers.
4. D)
Prevent small talk.
Answer: B
Explanation: The PLAN model stands for Prepare for positive
customer interactions, Let
your customers know they are important, Address your customer’s expectations positively,
and Nurture
a continuing relationship.
Difficulty: 2 Medium
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
35) In customer service, pet peeves or hot buttons are behaviors
such as ________.
1. A)
putting someone’s call on hold without permission
2. B)
demonstrating knowledge or authority
3. C)
answering the telephone promptly
4. D)
exhibiting a professional appearance
Answer: A
Explanation: Pet peeves are potential irritants related to
how someone communicates or behaves and are likely to bother customers. They
can easily lead to customer relationship breakdowns. One such example is
abruptly putting someone on telephone hold without their permission.
Difficulty: 2 Medium
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
36) To deliver quality service effectively, a service provider
must ________.
1. A)
deal with the needs of the business first
2. B)
deal with the customer’s business concerns first
3. C)
rush in to solve the problem quickly
4. D)
deal with the human being first
Answer: D
Explanation: To deliver quality service effectively,
strive to let customers know that you recognize them as individuals and appreciate
their time, effort, patience, trust, and business. By making contact on an
emotional level during interactions, you help ensure a more positive outcome by
demonstrating a friendly level of service.
Difficulty: 2 Medium
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
37) When something goes wrong, a service provider should
________.
1. A)
look for someone else to blame
2. B)
hide quickly so you do not have to solve the problem
3. C)
use several policy excuses
4. D)
take responsibility and take appropriate action
Answer: D
Explanation: Take responsibility for what you do or say
and, if necessary, for actions taken by someone else that failed to satisfy the
customer. When something goes wrong, a service provider has to take
responsibility and work to resolve the problem positively and quickly.
Difficulty: 2 Medium
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
38) You are a customer service provider. When the telephone
rings, you should ________.
1. A)
wait at least five minutes so the caller will know you are busy
2. B)
answer it quickly even though you are still eating lunch
3. C)
clear your head, focus on the telephone and answer professionally and
cheerfully
4. D)
look over at a colleague and nod to them to answer it
Answer: C
Explanation: Communication is a major portion of your job
and has a definite impact on the relationships and impressions that you forge
with your customers or clients. As a customer service provider, when the
telephone rings, mentally “shift gears” before answering. Stop doing other
tasks, clear your head of other thoughts, focus on the telephone, then
cheerfully and professionally answer the call.
Difficulty: 3 Hard
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Apply
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
39) Dialogue that is used to enhance relationships, show
civility, and build rapport is called ________.
1. A)
paraphrasing
2. B)
small talk
3. C)
global term
4. D)
pet peeves
Answer: B
Explanation: Look for opportunities to communicate on a
personal level or to compliment your customer. Small talk is a dialogue used to
enhance relationships, show civility, and build rapport.
Difficulty: 1 Easy
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
40) The practice of a message receiver giving back in his or her
own words what he or she believes a sender said is called ________.
1. A) channeling
2. B)
decoding
3. C)
encoding
4. D)
paraphrasing
Answer: D
Explanation: One way to ensure that you got the message
that your customer intended to communicate is taking time to ask him or her for
feedback. You can do this by paraphrasing: repeating to the customer the
message you thought you heard, but in your own words.
Difficulty: 1 Easy
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
41) The silent bond built between two people as a result of
sharing common interests is called ________.
1. A)
rapport
2. B)
conflict
3. C)
noise
4. D)
feedback
Answer: A
Explanation: Rapport is the silent bond built between two
people as a result of sharing common interests and issues and demonstrating a
win-win, I care attitude. Small talk helps build rapport with the customer.
Difficulty: 1 Easy
Topic: The PLAN Model for Effective Communication
Learning Objective: 03-03 Project a professional customer
service image through positive communication.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
42) Which of the following statements is true of feedback?
1. A) It
is always transmitted verbally.
2. B) It
elicits negative effects if given nonverbally.
3. C) It
can be used only on relationships that are strong.
4. D) It
has both positive and negative effects.
Answer: D
Explanation: Feedback can be verbal or nonverbal in
nature. The effect of feedback may be positive or negative, depending on the
content and delivery.
Difficulty: 2 Medium
Topic: Providing Feedback Effectively
Learning Objective: 03-04 Provide feedback effectively.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
43) _____ is the response to a sender’s message that
allows both the sender and receiver to know that a message was received
correctly.
1. A)
Jargon
2. B)
Small talk
3. C)
Verbal feedback
4. D)
Rapport
Answer: C
Explanation: Verbal feedback includes paraphrasing. It
lets both senders and receivers of messages know that a message was correctly
received by giving an appropriate response.
Difficulty: 1 Easy
Topic: Verbal Feedback
Learning Objective: 03-04 Provide feedback effectively.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
44) Why is nonverbal feedback sometimes more powerful than
spoken or written feedback?
1. A) It
is often subject to interpretation.
2. B) It
is the most assertive form of feedback.
3. C) It
prohibits negative feedback.
4. D) It
considers distortion.
Answer: A
Explanation: Nonverbal feedback can be more powerful than
the spoken or written word because it is often subject to interpretation based
on the customer’s background, culture, gender, age, and many other factors.
Examples are gestures, appearance, and facial expressions.
Difficulty: 2 Medium
Topic: Nonverbal Feedback
Learning Objective: 03-04 Provide feedback effectively.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
45) Which of the following phrases is most likely to lead to a
communication breakdown?
1. A)
“Please…”
2. B) “I
appreciate…”
3. C)
“Listen to me…”
4. D)
“You’re right…”
Answer: C
Explanation: “Listen to me…” is a phrase that can damage
customer relationships. People are likely to react powerfully and negatively to
this type of phrase.
Difficulty: 3 Hard
Topic: Avoiding Negative Communication
Learning Objective: 03-05 Avoid language that could send a
negative message and harm the customer relationship.
Bloom’s: Apply
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
46) Projecting a presence that is assured, confident, and
capable without appearing arrogant is known as your level of ________.
1. A)
rapport
2. B)
indignation
3. C)
aggressiveness
4. D)
assertiveness
Answer: D
Explanation: Assertiveness involves projecting a presence
that is assured, confident, and capable without seeming to be aggressive or
arrogant. Your assertiveness level relates directly to behavioral style
preferences and culture.
Difficulty: 1 Easy
Topic: Assertive Communication Techniques
Learning Objective: 03-06 Use assertive communication
techniques to enhance service.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
47) Which of the following is an example of nonassertive
behavior in a Western culture?
1. A)
Briefly gathering your thoughts before responding.
2. B)
Avoiding eye contact when talking to someone.
3. C)
Folding the hands while talking.
4. D)
Apologizing for mistakes and moving on with the conversation.
Answer: B
Explanation: Communicating assertively involves elements
of self-respect and respect for others. Generally, assertive communication
deals with expressing ideas positively and with confidence. In a Western work
environment, this includes making direct eye contact, smiling, listening
empathetically, and then calmly and firmly explaining what he or she can do to
assist the customer.
Difficulty: 3 Hard
Topic: Assertive Communication Techniques
Learning Objective: 03-06 Use assertive communication
techniques to enhance service.
Bloom’s: Apply
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
48) Which type of behavior sustains customer relationships
rather than destroying them?
1. A)
Judgmental behavior
2. B)
Hot button behavior
3. C)
Aggressive behavior
4. D)
Assertive behavior
Answer: D
Explanation: Assertive behavior sustains customer
relationships while aggressive behavior can destroy them. Asserting yourself
means that you project an image of confidence, are self-assured, and state what
you believe to be true in a self-confident manner
Difficulty: 2 Medium
Topic: Assertive versus Aggressive Service
Learning Objective: 03-07 Identify key differences between
assertive and aggressive behavior.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
49) One way to demonstrate assertiveness while interacting with
a customer is to ________.
1. A)
ask for feedback from the customer
2. B)
avoid direct eye contact
3. C)
use “you” statements
4. D)
keep arms crossed and hands on your hips
Answer: A
Explanation: Asking for feedback can indicate that you are
open to dialogue and invite the customer’s views or thoughts rather than trying
to control the situation or conversation. Through discussion, you can correct
any misperceptions either of you have.
Difficulty: 2 Medium
Topic: Assertive versus Aggressive Service
Learning Objective: 03-07 Identify key differences between
assertive and aggressive behavior.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
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