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29.
(p. 203)
The psychiatrist who did much research related to behavioral styles in the early 20th
century is ____.
30.
(p. 203)
Carl Jung divided behavior into two attitudes known as:
31.
(p. 203)
Jung explored human behavior and divided it into functions. One of them is ____.
32.
(p. 204)
The way a person acts or reacts under certain circumstances is known as ____.
33.
(p. 207)
Which of the following is a preference attributed to the rational style?
34.
(p. 207)
_____ style is one of the behavioral groups characterized by being introverted and task
focused.
35.
(p. 207)
People whose preferences are the inquisitive style:
36.
(p. 208)
_____ style is one of the behavioral groups, characterized by a direct and no-nonsense
approach to people.
37.
(p. 208)
If you display a confident, possibly arrogant demeanor, you are most likely exhibiting a(n)
_____ style.
38.
(p. 209)
The persons who are most likely to have a functionally decorated office are those of the
_____ style.
39.
(p. 209)
One of the four behavior groups characterized as people-oriented, fun-loving, upbeat and
extroverted is the _____ style.
40.
(p. 209)
If someone is not time-conscious and may be late for appointments often, they are
exhibiting a(n) _____ style.
41.
(p. 210)
For someone who has a rational style and keeps communication brief, your strategy will
be to:
42.
(p. 212)
A nonverbal cue of someone who is expressive is a(n):
43.
(p. 213)
The system of identifying issues, determining alternatives for dealing with them, then
selecting and monitoring a strategy for resolution is known as:
44.
(p. 213)
An outcome to a disagreement in which both parties walk away feeling that they got what
they wanted or needed is a:
45.
(p. 216)
If a rational style customer has intermittent eye contact, a strategy you may use is to:
46.
(p. 216)
If a decisive pattern customer directly places blame on you, the service provider, a
strategy you may use is to:
47.
(p. 218)
Continually evaluating products and services to ensure that maximum effectiveness,
efficiency and potential are being obtained from them is called:
48.
(p. 222)
How someone views an item, situation or others is called ____.
49.
(p. 223)
A generalization made about an individual or group that is not based on realty is called a:
50.
(p. 224)
_____ means deliberate discrimination against a person based on his or her age, race,
sex, ethnicity, or ability level.
Short Answer Questions
51.
(p. 202-203)
What are behavioral styles? How do they affect service provider-customer
relationships?
52.
(p. 206-207)
Briefly state and explain the behavioral differences between rational and
inquisitive styles.
53.
(p. 210)
Why is it necessary to recognize different behavior styles and communicate accordingly?
54.
(p. 218)
What do you mean by seamless service?
55.
(p. 222-223)
Discuss how we base our perceptions within a customer service framework.
