An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is a:
QUESTION 1An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is a:
Problem event
Win-win situation
Rational situation
Long-term event
QUESTION 2The circadian rhythm “clock” often establishes a body’s least period of performance.
True
False
QUESTION 3Telling a customer, “You really don’t want that color, do you, Mrs. Brown?” is a:
Good method to get the customer to make a decision
Routine question asked by # 1 sales professionals
Very positive approach to decisions
Way to sound as if you are challenging the customer’s decision making
QUESTION 4Because of past experiences with other customers, you may be tempted to:
Ask the customer to go to another store for service
Make faulty assumptions
Make sure the customer is incorrect about your wishes
View the customer as a problem
QUESTION 5Listening and hearing are the same process.
True
False
QUESTION 6The Ritz-Carlton credo provides as its highest mission the genuine care and comfort of its employees.
True
False
QUESTION 7For someone who is a rational style and keeps communication brief, your strategy may be to:
Ask open-end questions to obtain information
Focus on their need for accuracy
Keep sentences brief
Focus on their need to be liked
QUESTION 8If a rational style customer has intermittent eye contact, a strategy you may use is to:
Focus on the negative aspect
Decrease your eye contact
Avoid smiling
Listen actively; make eye contact
QUESTION 9A nonverbal cue of someone who is expressive may be:
Forceful tone
Active body language
Short attention span
Fleeting eye contact
QUESTION 10All of the following are strategies for improving listening, except:
Stop talking
Prepare yourself
Listen actively
Interrupting
QUESTION 11To help you discover customer needs, you can gather information by observing all of the following, except:
Vocal qualities
Phrasing
Nonverbal expressions and movements
Home environment
QUESTION 12A likely behavior in the Inquisitive style is intermittent eye contact.
True
False
QUESTION 13The system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution is known as:
Problem-solving
A win-win situation
A method of time management
Seamless service
QUESTION 14If someone is not time-conscious and may be late for appointments often, he or she may be a/an:
Rational style
Decisive style
Inquisitive style
Expressive style
QUESTION 15Mental factors that can cause a shift in focus in interacting with others are:
Biases
Mishandled
Unknown to most psychologists
Psychological distracters
QUESTION 16People whose preferences are the inquisitive style:
Communicate informally
Like to be on a first-name basis
Like to be with people even in leisure activities
Use cool, brief handshakes, often without a smile
QUESTION 17The four steps one completes while listening are all of the following, except:
Listening/forwarding the message
Attending
Comprehending/assigning meaning
Responding
QUESTION 18Research has given us self-assessment questionnaires and models for explaining personal behavior, such as the Myers-Briggs Type Indicator.
True
False
QUESTION 19The term that refers to the process of continually evaluating products and services to ensure that maximum effectiveness, efficiency and potential are being obtained from them is:
Customer service
Seamless service
Process improvement
Cultural awareness
QUESTION 20The way a person acts or reacts under certain circumstances is a typical:
Primary behavior pattern
Shortcoming
Best style to have
Task-oriented behavior
QUESTION 21Observable tendencies or descriptive terms that identify categories of human behavior are known as:
Being rational
A fashion or style of dress
Behavioral styles
Human preferences
QUESTION 22A good listener should possess all of the following characteristics, except:
Empathy
Bias
Understanding and patience
Attentiveness and objectivity
QUESTION 23In dealing with customers, try to avoid subjective opinions or judgments.
True
False
QUESTION 24An important point to remember is that there is one best behavioral style.
True
False
QUESTION 25If you display a confident, possibly arrogant demeanor, you may be a/an:
Rational style
Inquisitive style
Decisive style
Expressive style
QUESTION 26If a decisive pattern customer directly places blame on you the service provider, a strategy you may use is to:
Be brief, tell him or her what you can do and offer solutions
Seek reassurance
Give a weak handshake
Turn the customer over to someone else
QUESTION 27The brain can comprehend messages delivered at:
The speed of sound
Rates of about 125 words per minute
Speeds four to six times faster than the average speaking rate
Speeds that rarely exceed 150 words per minute
QUESTION 28Which of the following is not a suggested way to build strategic customer relationships?
Discover customer needs
Seek opportunities for service
Know your products and services
Say “no”
QUESTION 29Patience is not a significant factor when a language barrier or speech disability is part of the situation.
True
False
QUESTION 30Which of the following is not a preference attributed to the rational style?
Patience
Avoids anger and conflict
Relies on statement of facts, times and dates
Asks questions rather than states opinions
QUESTION 31Stereotyping people affects our relationships with others.
True
False
QUESTION 32 Sending back verbal and nonverbal messages to a message originator refers to:
Responding
Answering
Memorizing
Hearing
QUESTION 33 The father of listening is Zig Ziglar.
True
False
QUESTION 34You may find yourself needing to refocus if any of the following occur:
You miss the game of the week on the company TV
You find yourself helping a customer make a decision
You know you have made some good advertising displays
You answer a question incorrectly because you did not hear it
QUESTION 35 Ineffective leaders according to research have the following characteristics, except:
Uncaring
Insensitive
Empathetic
Judgmental
QUESTION 36. Factors that can limit performance or success in life are personal:
Goals
Obstacles
Training
Programs
QUESTION 37 The persons who are most likely to have a functionally decorated office (all items have a purpose) are those of the:
Rational style
Inquisitive style
Decisive style
Expressive style
QUESTION 38 Congruence means that the group means well but does not function effectively.
True
False
QUESTION 39 Most people take listening skills for granted.
True
False
QUESTION 40. One of the four behavior groups characterized as people-oriented, fun-loving, upbeat and extroverted is the:
Rational style
Inquisitive style
Decisive style
Expressive style
QUESTION 41 A passive physiological process of gathering sound waves and transmitting them to the brain for analysis is known as:
Attending
Memorizing
Recognition
Hearing
QUESTION 42 You cannot talk and actively listen at the same time.
True
False
QUESTION 43Which of the following is not an example of an external obstacle to listening?
Information overload
Speakerphones
Self-talk
Ringing phones
QUESTION 44 The last step in the listening process is assigning meaning.
True
False
QUESTION 45Your opinions or beliefs about a specific group, situation, person or issue can sometimes:
Result in correct assumptions regularly
Lead to better service to customers
Reward the customer for being different
Cloud your ability to listen objectively
QUESTION 46
1. Which is an example of something for which open-ended questions are not typically preferred?
Determine customer needs
Get one-syllable answers
Gather a lot of information
Uncover background data
QUESTION 47 We tend to base our perceptions of others and categorize people by thinking about all but which of the following?
Physical qualities
Social roles and behaviors
Psychological qualities and group affiliations
Observing and listening objectively
QUESTION 48 No matter which style tendencies a customer has, everyone likes to feel appreciated.
True
False
QUESTION 49 When someone is doing something with customers differently from your way, it means that the person is wrong.
True
False
QUESTION 50 Positive approaches to listening to a customer include:
Focusing on one or two details
Rushing a customer who seems to be processing information
Turning off noisy equipment, facing the person, making eye contact and smiling
Pushing a customer to make a decision after you have spent time presenting product information
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