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31.
(p. 134)
Which of the following is an example of a negative nonverbal behavior?
32.
(p. 136)
_____ refers to the manner or clarity in which verbal messages are delivered.
33.
(p. 137)
The scientific study of relationships between signs, symbols, and words and their
meaning is called ____.
34.
(p. 137)
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 ____.
35.
(p. 137)
Which of the following is likely to damage the customer-provider relationship?
36.
(p. 140)
Zones in which interpersonal interactions can take place are known as ____.
37.
(p. 140)
The intimate distance which is typically reserved for family and intimate relationships is
usually ____.
38.
(p. 142)
_____ refers to the factors used to send messages that impact a customer's perception or
feelings about a service provider of organization.
39.
(p. 142)
_____ is likely to lead to customer relationship breakdowns.
40.
(p. 144)
Acceptable rules, manners, and ceremonies for an organization, profession, or society are
known as ____.
41.
42.
(p. 148)
Which of the following is a behavioral difference between men and women?
43.
(p. 149)
If a service provider is to understand and serve people who might be different, they must
first become aware ____.
44.
(p. 149)
_____ refers to the outcome of people from various countries or backgrounds coming into
contact with one another and potentially experiencing misunderstandings or relationship
breakdowns.
45.
(p. 151)
Which of the following is an example of negative nonverbal behavior?
46.
(p. 152)
Holding hands near or over the mouth may present problems for those who ____.
47.
(p. 153)
Groupings of nonverbal behavior, such as crossed arms and friendly touching, to indicate
possible positive or negative intent are called ____.
48.
(p. 153)
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 ____.
49.
(p. 155)
As a service provider, one way to be nice to customers when they approach is to:
50.
(p. 156)
If service is going to be delayed or take longer than planned, ____.
Short Answer Questions
51.
(p. 140)
Explain the four spatial cues in which interpersonal interactions take place?
52.
(p. 146-147)
What is the role of gender in nonverbal communication?
53.
(p. 149)
Explain the impact of culture in customer interaction and service.
54.
(p. 151)
What is the editorial eyebrow?
55.
(p. 153)
What are clusters?
