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True / False Questions
1.
(p. 274)
As the world grows smaller economically and technology increases, the chances of you
having contact on the job with people from other cultures decrease.
2.
(p. 274)
Diversity presents challenges, but enriches our lives as we grow professionally.
3.
(p. 276)
Diversity is a simple matter and difficult to deal with if you are fair to people and keep an
open mind.
4.
(p. 276)
People's awareness of differences and of their own preferences is crucial in determining
the success they will have in each instance.
5.
(p. 276)
Cultural diversity has to do with the similarities between groups of people.
6.
(p. 277)
Caution must be used when considering any characteristics, since grouping people can
lead to stereotyping.
7.
(p. 278)
Applying your own cultural practices and beliefs to a situation involving someone from
another culture is highly recommended.
8.
(p. 279)
Values can also influence your perceptions and actions toward others.
9.
(p. 279)
The key to service success is to be open-minded and accept that someone else has a
different belief system that determines his or her needs.
10.
(p. 279)
Many service providers are wise to take values for granted.
11.
(p. 279)
Values are based on deeply held beliefs of a culture or subculture.
12.
(p. 279)
Adopting the beliefs of others is essential to accomplish the goal of providing excellent
service to the customer.
13.
(p. 279)
Values are the beliefs that people use to evaluate issues or situations, make decisions,
interact with others, and deal with conflict.
14.
(p. 280)
In some cultures, conservative dress by women is one manifestation of modesty.
15.
(p. 280)
Disclosing personal information about oneself is often a cultural factor.
16.
(p. 282)
The title used to address people is known as the form of address.
17.
(p. 286)
Polychronic refers to the perception of time as being a central focus with deadlines being
a crucial element of societal norms.
18.
(p. 286)
People choose different conflict resolution styles with regard to a culture or group.
19.
(p. 289)
The key to effectively serving all customers, and particularly people from different
cultures, is flexibility.
20.
(p. 290)
Closed-end questions encourage customers to share information.
21.
(p. 291)
You should avoid technical terms, contractions, slang or broken English when talking with
customers who speak a little English.
22.
(p. 302)
While addressing younger customers, it is essential to adopt a flippant approach.
23.
(p. 304)
You can assume familiarity and call someone by his or her first name when addressing
them.
24.
(p. 304)
Instead of singling a customer out or focusing on exceptions in a group, describe people
in general terms.
8-13
25.
(p. 304-305)
It is your perception, not the customer's, that is the deciding factor of your
actions.
Multiple Choice Questions
26.
(p. 274)
Which of the following best defines diversity?
27.
(p. 276)
_____ refers to a term coined by Tony Alessandra related to going beyond the step of
treating customers the way you want to be treated, to the next level of treating them the way
they would like to be treated.
28.
(p. 277)
Which of the following factors that are learned or gained through our environment and life
experiences are responsible for making a person unique?
29.
(p. 278)
Which of the following may be a result of applying your own cultural practices and beliefs
to a situation involving someone from another culture?
30.
(p. 279)
To be effective in dealing with others, service providers should:
31.
(p. 280)
Which of the following best defines modesty?
