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32.
(p. 281)
Which of the following strategies should be adopted to effectively handle customers
having expectations of privacy?
33.
(p. 284)
A(n) _____ focuses on the need for service providers to build strong bonds with
customers.
34.
(p. 284)
Which of the following strategies should be adopted to build strong interpersonal
relationships?
35.
(p. 285)
Which of the following statements best define gender roles?
36.
(p. 285)
_____ are groups in which members are separate from their group and are responsible for
their destiny.
37.
(p. 286)
Which of the following statements is true of people from monochronic societies?
38.
(p. 286)
People from polychronic societies are used to:
39.
(p. 289)
John works as a sales representative for Traveldesire.com, an online travel portal. He
receives a call from a Russian customer, who is not fluent with English, enquiring on holiday
packages. To serve the customer's needs better, John should:
40.
(p. 292)
Which of the following strategies should be adopted to effectively handle customers with
language differences?
41.
(p. 292)
James, a sales executive at Shop Stop, an apparel store encounters a German customer
who is not familiar with English. The customer tries to communicate his requirements to James
who tries to interpret what the customer expects. After interpreting the customer's needs, James
seeks clarity to help understand the customer better. James is ____.
42.
(p. 294)
Tom, a sales executive at Gadgizmo, an electronics store attends to a Japanese customer
who wishes to purchase a laptop. While attending to the customer, which of the following
strategies should Tom adopt?
43.
(p. 296)
Which of the following strategies should be adopted to effectively handle people with
hearing disabilities?
44.
(p. 298)
Which of the following strategies should be adopted to effectively handle customers with
vision disabilities?
45.
(p. 301)
Daniel, a customer care executive at Shopahol.com, an E-commerce site, receives a
complaint from an elderly customer regarding a mismatch in the product delivered to him. While
dealing with such a customer, Daniel should:
46.
(p. 302)
Keith, a middle-aged sales representative at NewGen, a sports apparel store often
encounters customers from Generation Y. Which of the following approaches should Keith adopt
to serve these customers better?
47.
(p. 305)
Which of the following strategies should be adopted to communicate effectively with
diverse customers?
48.
(p. 304)
A _____ is an online journal or diary that allows people to add content.
49.
(p. 304)
A _____ is a form of server software that allows nontechnical personnel to create and edit
website pages using any web browser and without complex programming knowledge.
50.
(p. 304)
A _____ enables websites to offer direct download or streaming of their content to
customers or website users.
51.
(p. 290-291)
List any five strategies to effectively handle customers with language
52.
(p. 295)
What is the significance and purpose of the Americans with Disabilities Act of 1990
(ADA)?
53.
(p. 296)
List any five strategies for servicing customers with hearing disabilities.
54.
(p. 298-299)
List any three strategies to effectively serve customers with mobility or motion
impairments.
55.
(p. 304-305)
List the basic guidelines for communicating effectively with diverse customers.
