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True / False Questions
1.
(p. 202)
Behavioral styles are observable tendencies that you and others exhibit when dealing
with tasks or people.
2.
(p. 203)
A customer service professional needs to be aware that everyone is different.
3.
(p. 203)
In dealing with customers, when someone is doing something with customers differently
from your way, it means that the person is wrong.
4.
(p. 203)
Adaptability is crucial in customer service for many people do not always act the way you
want them to.
5.
(p. 203)
Carl Jung divided behavior into two attitudes which he called constant and inconstant.
6.
(p. 204)
Research has given us self-assessment questionnaires and models for explaining
personal behavior, such as the Myers-Briggs Type Indicator.
7.
(p. 204)
The way a person acts or reacts under certain circumstances are the primary behavior
patterns that everyone has.
8.
(p. 204)
An important point to remember is that there is one best behavioral style.
9.
(p. 206)
People who have a preference for the rational style tend to be impatient.
10.
(p. 208)
The decisive style is characterized by a no-nonsense approach to people and situations.
11.
(p. 210)
A service provider should be sure to label a person as being one style.
12.
(p. 210)
Nonverbal cues of a rational style person include constant eye contact.
13.
(p. 211)
An inquisitive style uses formal names instead of nicknames.
14.
(p. 212)
The expressive style exhibits nonverbal cues such as enthusiasm and inflection in voice.
15.
(p. 213)
A service provider can partner with internal or external customers to solve problems and
produce a win-win situation.
16.
(p. 213)
A win-win situation is one in which the customer and you and your organization succeed.
17.
(p. 216)
A likely behavior in the inquisitive style is intermittent eye contact.
18.
(p. 216)
In the decisive behavioral style, a strategy in response to a firm, active handshake is to
return a weak, limp handshake.
19.
(p. 218)
A service provider should strive to provide seamless service that seems effortless and
natural to the customer.
20.
(p. 218)
No matter which style tendencies a customer has, everyone likes to feel appreciated.
21.
(p. 222)
Everyone has perceptions about the people and events they encounter.
22.
(p. 222)
Perceptions are how an item, situation or others are viewed.
23.
(p. 223)
You are stereotyping a person when you make generalizations not based on reality.
24.
(p. 224)
Stereotyping people affects the service provider-customer relationship.
6-13
25.
(p. 225)
Observing people, listening to them objectively and responding according to the situation
helps avoid stereotyping people.
Multiple Choice Questions
26.
(p. 202)
Observable tendencies or descriptive terms that identify categories of human behavior
are known as ____.
27.
(p. 203)
In customer service, relationships with customers are built on _____ the characteristics of
others.
28.
(p. 203)
In customer service, many people do not always act the way you want them to. Hence
____.
