Test Bank For Customer Service Skills For Success 7th Edition Robert Lucas

Test Bank for Customer Service Skills for Success, 7th Edition, Robert Lucas
Test Bank for Customer Service Skills for Success,

7th Edition, Robert Lucas
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th-edition-robert-lucas/
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Customer Service, 7e (Lucas)
Chapter 6 Customer Service and Behavior
1) Behavioral styles are observable tendencies that you and others exhibit when dealing with tasks
or people.
Answer: TRUE
Explanation: Behavioral styles are actions that you can see or experience that people exhibit
when dealing with tasks or people. As you grow from infancy, your personality forms based on
your experiences and your environment. These form the basis of your behavioral style
preference(s).
Difficulty: 1 Easy
Topic: What Are Behavioral Styles?
Learning Objective: 06-01 Explain what behavioral styles are and why you should be concerned
with them.
Bloom's: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
2) A customer service professional needs to be aware that everyone is different.
Answer: TRUE
Explanation: Not everyone behaves as you do, yet many still demonstrate behaviors that are
similar to yours. As a customer service professional, you need to be aware that everyone is
different.
Difficulty: 1 Easy
with them.
Bloom's: Remember
1
Copyright © 2019 McGraw-Hill
3) In dealing with customers, when someone is doing something with customers differently from
your way, it means that the person is wrong.
Answer: FALSE
Explanation: Part of being a customer service professional is that you need to understand human
behavioral style characteristics. You should recognize that someone else doing something or
acting differently from the way you do doesn't mean that the person is wrong. It simply means that
they approach situations differently.
Difficulty: 2 Medium
with them.
Bloom's: Understand
4) Adaptability is crucial in customer service, for many people do not always act the way you want
them to.
Answer: TRUE
Explanation: In customer service, adaptability is crucial, for many people do not always act the
way you want them to. There are many strategies that can be used to help modify and adapt your
behavior so that it does not clash with that of your customers.
Difficulty: 1 Easy
with them.
Bloom's: Remember
5) Carl Jung divided behavior into two attitudes which he called constant and inconstant.
Answer: FALSE
Explanation: Carl Jung divided behavior into two attitudes called introvert and extrovert and four
dominant impulses that drive behavior or "functions" (thinking, feeling, sensation, and intuition).
Difficulty: 1 Easy
Topic: Identifying Behavioral Styles
Learning Objective: 06-02 Identify four key behavioral styles and the roles they play in customer
service.
Bloom's: Remember
2
6) Research has given us self-assessment questionnaires and models for explaining personal
behavior, such as the Myers-Briggs Type Indicator.
Answer: TRUE
Explanation: From Jung's complex research (and that of others) have come many variations,
additional studies, and a variety of behavioral style self-assessment questionnaires (surveys) and
models for explaining personal behavior. The Myers-Briggs Type Indicator is an example of a
behavioral style self-assessment questionnaire.
service.
Bloom's: Understand
7) The way a person typically acts or reacts under certain circumstances is referred to as that
person's primary behavior pattern.
Answer: TRUE
Explanation: Primary behavior pattern refers to a person's preferred style or approach for dealing
with others. Everyone typically has a primary behavior pattern to which he or she reverts in
stressful situations.
Difficulty: 1 Easy
service.
Bloom's: Remember
8) An important point to remember is that there is one best behavioral style.
Answer: FALSE
Explanation: An important point to remember is that there is no "best" or "worst" behavioral
style. Each person should be valued for his or her strengths, and not belittled because of what you
perceive as shortcomings.
service.
Bloom's: Understand
3
9) People who have a preference for the rational style tend to be impatient.
Answer: FALSE
Explanation: People who have a preference for the rational style tend to be patient. The rational
style is characterized by being quiet, reflective, task-focused, and systematic.
Difficulty: 1 Easy
Topic: Rational Style of Behavior
service.
Bloom's: Remember
10) A person with a decisive style would be characterized by a direct, no-nonsense approach to
people and situations.
Answer: TRUE
Explanation: The decisive style is characterized by a direct, no-nonsense approach to people and
situations. People who have a preference for the decisive style may tend to talk and interrupt more
than listen.
Difficulty: 1 Easy
Topic: Decisive Style of Behavior
service.
Bloom's: Remember
11) A service provider should be sure to label a person as being one behavior style.
Answer: FALSE
Explanation: Be careful not to label a person as being one style (for example, Toni is a high ''R")
since people use all four styles—and most people do not appreciate stereotypes and labeling.
Topic: Strategies for Effectively Communicating with Different Personality Styles
Learning Objective: 06-03 Develop strategies for communicating effectively with each
behavioral style.
Bloom's: Understand
4
12) Nonverbal cues of a rational style person include intense and constant eye contact.
Answer: FALSE
Explanation: Nonverbal cues of the rational style person may include fleeting eye contact, a
gentle handshake, and flowing, nondramatic gestures.
behavioral style.
Bloom's: Understand
13) An individual with inquisitive style may use formal titles and full names instead of nicknames.
Answer: TRUE
Explanation: Someone with an inquisitive style may prefer to use formal names instead of
nicknames, and keep sharing of personal information minimal.
Difficulty: 1 Easy
behavioral style.
Bloom's: Remember
14) The expressive style exhibits nonverbal cues such as enthusiasm and wide inflection in voice.
Answer: TRUE
Explanation: The expressive style may exhibit nonverbal cues such as enthusiasm and inflection
in voice. A person with expressive style tends to be very intense and dramatic with active body
language.
Difficulty: 1 Easy
behavioral style.
Bloom's: Remember
5
15) A service provider can partner with internal or external customers to solve problems and
produce a win-win situation.
Answer: TRUE
Explanation: Whether a situation involves simply answering a question, guiding someone to a
desired product or location, or performing a service, customers should leave the interaction feeling
good about what they experienced. For a service provider, there are many ways of partnering with
either internal or external customers to solve problems and produce a win-win situation.
Difficulty: 1 Easy
Topic: Strategies for Building Strong Customer Relationships
Learning Objective: 06-04 Respond to customer problems effectively while building
relationships.
Bloom's: Remember
16) A win-win situation is one in which the customer and you and your organization succeed.
Answer: TRUE
Explanation: A win-win situation is an outcome to a disagreement in which both parties walk
away feeling that they got what they wanted or needed.
Difficulty: 1 Easy
relationships.
Bloom's: Remember
17) A likely behavior of a customer with inquisitive style is intermittent eye contact.
Answer: TRUE
Explanation: People behaving in inquisitive or rational style often exhibit intermittent eye
contact. As a customer service professional, you should also make eye contact while actively
listening.
Difficulty: 1 Easy
relationships.
Bloom's: Remember
6
18) For those with a decisive behavioral style, an appropriate response to a firm, active handshake
is to return a weak, limp handshake.
Answer: FALSE
Explanation: For those exhibiting a decisive behavioral style, a strategy in response to a firm,
active handshake is to return a firm businesslike handshake.
relationships.
Bloom's: Understand
19) A service provider should strive to provide seamless service that seems effortless and natural
to the customer.
Answer: TRUE
Explanation: A service provider should strive to provide seamless service to customers. Seamless
service is done in a manner that seems effortless and natural to the customer. This means that they
should get great service and never have to worry about your problems or breakdowns.
Difficulty: 1 Easy
relationships.
Bloom's: Remember
20) No matter which behavior style tendencies a customer demonstrates, everyone likes to feel
appreciated.
Answer: TRUE
Explanation: Most people like to feel special and appreciated. Creating that feeling in others is
what stellar customer service is all about.
relationships.
Bloom's: Understand
7
21) Everyone has perceptions about the people and events they encounter.
Answer: TRUE
Explanation: Perceptions are how someone views an item, situation or others. A person's
behavioral style as well as background, based on education, experiences, events, and interpersonal
contacts, can influence how he or she views the world.
Difficulty: 1 Easy
Topic: Understanding Perceptions and Stereotypes
Learning Objective: 06-05 Use knowledge of behavioral styles to help manage perceptions of
others.
Bloom's: Remember
22) Perceptions refer to how an item, situation, or people are viewed by others.
Answer: TRUE
Explanation: Everyone has perceptions about the people and events he or she encounters.
Perceptions explain how someone views an item, situation, or others.
Difficulty: 1 Easy
others.
Bloom's: Remember
23) You are stereotyping a person when you make generalizations not based on reality.
Answer: TRUE
Explanation: A stereotype is a generalization made about an individual or group and not based on
reality. Similar people are often lumped together for ease in categorizing them.
Difficulty: 1 Easy
others.
Bloom's: Remember
8
24) Stereotyping people affects the service provider-customer relationship.
Answer: TRUE
Explanation: Stereotyping people affects service providers' relationships with customers and
could even lead to legal charges of disparate treatment and liability for service providers and their
organization. Stereotyping clearly works against treating each customer as an individual.
Difficulty: 1 Easy
others.
Bloom's: Remember
25) Observing people, listening to them objectively, and responding according to the situation
helps avoid stereotyping people.
Answer: TRUE
Explanation: To avoid categorizing or stereotyping people, spend time observing them, listen to
them objectively, and respond according to each situation and person. Doing this can lead to better
relationships and improved customer service.
others.
Bloom's: Understand
26) Observable tendencies, or descriptive terms that identify categories of human behavior, are
known as ________.
A) disparate situations
B) personal obstacles
C) behavioral styles
D) faulty assumptions
Answer: C
Explanation: Behavioral styles are observable tendencies and descriptive terms that identify
categories of human behavior identified by behavioral researchers. Many of the models used to
group behaviors date back to those identified by Carl Jung.
Difficulty: 1 Easy
with them.
Bloom's: Remember
9
27) In customer service, relationships with customers are built on ________ the characteristics of
others.
A) ignoring
B) accepting
C) neutralizing
D) rejecting
Answer: B
Explanation: When dealing with your customers, you should recognize that someone else doing
something or acting differently from the way you do does not mean that the person is wrong. It
simply means that he or she approaches situations differently. Relationships are made when
participants learn to accept the characteristics of others.
with them.
Bloom's: Understand
28) In customer service, many people do not always act the way you want them to. Hence, for
those in customer service, ________.
A) behavior studies are a waste of time
B) controlling others' behavior is necessary
C) isolation from such customers is essential
D) adaptability is crucial
Answer: D
Explanation: In customer service, adaptability is crucial, for many people do not always act the
way you want them to. There are many strategies that can be used to help modify and adapt your
behavior so that it does not clash with that of your customers.
with them.
Bloom's: Understand
10
29) The psychiatrist who conducted research related to behavioral styles in the early twentieth
century is ________.
A) Andrea Jung
B) Carl Jung
C) George Boeree
D) Lovie Jung
Answer: B
Explanation: Many self-assessment questionnaires and much of the research related to
behavioral styles are based on the work begun by psychiatrist Carl Jung and others in the earlier
part of the twentieth century.
Difficulty: 1 Easy
service.
Bloom's: Remember
30) Carl Jung divided behavior into two attitudes known as ________.
A) decisive and indecisive.
B) introvert and extrovert.
C) Type A and Type B.
D) constant and inconstant.
Answer: B
Explanation: Jung explored human personality and behavior. He divided behavior into two
attitudes (introvert and extrovert) and four dominant impulses that drive behavior or "functions"
(thinking, feeling, sensation, and intuition).
Difficulty: 1 Easy
service.
Bloom's: Remember
11
31) Carl Jung explored human behavior and divided it into functions. One of the four functions is
________.
A) listening
B) talking
C) touching
D) thinking
Answer: D
Explanation: Carl Jung explored human behavior and divided it into four functions: thinking,
feeling, sensing, and intuitive. The four functions are dominant impulses that drive behavior.
Difficulty: 1 Easy
service.
Bloom's: Remember
32) The way a person typically acts or reacts under certain circumstances is known as ________.
A) primary behavior pattern
B) service characteristic
C) personal profile
D) behavioral stereotyping
Answer: A
Explanation: Primary behavior pattern refers to a person's preferred style or approach for dealing
with others.
Difficulty: 1 Easy
service.
Bloom's: Remember
12
33) Which of the following is a preference attributed to the rational style?
A) Talking more and observing less when in groups
B) Dislike of being on a first-name basis with others
C) Avoiding anger and conflict
D) Having formal office spaces
Answer: C
Explanation: The rational style is one of four behavioral groups characterized by being quiet,
reflective, task-focused, and systematic. Avoiding anger and conflict is a preference attributed to
the rational behavior style.
Topic: Rational Style of Behavior
service.
Bloom's: Understand
34) ________ style is the behavioral group most characterized by being introverted and task
focused.
A) Rational
B) Decisive
C) Inquisitive
D) Expressive
Answer: C
Explanation: Inquisitive style is one of the four behavioral groups, characterized by being
introverted, task focused, and detail-oriented.
Difficulty: 1 Easy
Topic: Inquisitive Style of Behavior
service.
Bloom's: Remember
13
35) People who have a preference for the inquisitive style may tend to ________.
A) communicate informally.
B) like to be on a first-name basis.
C) like to be with people even in leisure activities.
D) use cool and brief handshakes, often without a smile.
Answer: D
Explanation: The inquisitive style is characterized by being introverted, task-focused, and
detail-oriented. People preferring inquisitive style tend to have cool and brief handshakes, often
without a smile. They prefer formality and distance in interactions.
Topic: Inquisitive Style of Behavior
service.
Bloom's: Understand
36) ________ style is one of the behavioral groups, characterized by a direct and no-nonsense
approach to people, and a desire for immediate gratification of needs or results
A) Rational
B) Decisive
C) Inquisitive
D) Expressive
Answer: B
Explanation: Decisive style is one of the four behavior styles, characterized by a direct,
no-nonsense approach to people and situations. People who have a preference for the decisive style
may tend to project a competitive nature.
service.
Bloom's: Understand
14
37) If you display a confident, possibly arrogant demeanor, you are most likely exhibiting a(n)
________ style.
A) rational
B) inquisitive
C) decisive
D) expressive
Answer: C
Explanation: Decisive style people exhibit a confident, possibly an arrogant demeanor. They may
display symbols of power to demonstrate their own importance (e.g., expensive jewelry, clothes,
cars, and power colors in business attire, such as, navy blue or charcoal gray).
service.
Bloom's: Understand
38) The persons who are most likely to have a functionally decorated office are those of the
________ style.
A) rational
B) inquisitive
C) decisive
D) expressive
Answer: C
Explanation: Decisive style people may have functionally decorated offices (all items have a
purpose and are not there to make the environment more attractive).
service.
Bloom's: Understand
15
39) Of the four behavioral styles, which is most characterized as people-oriented, fun-loving,
upbeat, and extroverted?
A) rational
B) inquisitive
C) decisive
D) expressive
Answer: D
Explanation: People with an expressive style may project a friendly, positive attitude. Expressive
style is one of the four behavior groups characterized as being people-oriented, fun-loving, upbeat,
and extroverted.
Difficulty: 1 Easy
Topic: Expressive Style of Behavior
service.
Bloom's: Remember
40) If someone is not time-conscious and may be late for appointments often, they are likely
exhibiting a(n) ________ style.
A) rational
B) decisive
C) inquisitive
D) expressive
Answer: D
Explanation: Expressive style people often are not time-conscious and may often be late for
appointments. They may get distracted in conversations and start discussing other issues.
Topic: Expressive Style of Behavior
service.
Bloom's: Understand
16
41) When interacting with a customer who has a rational style and keeps communication brief,
your best strategy is to ________.
A) ask open-end questions to obtain information.
B) focus on their need for accuracy.
C) keep word choices brief
D) focus on their need to be liked.
Answer: A
Explanation: A rational style behavior is characterized by brief communication. The
recommended strategy in response to this behavior is to ask open-end questions to draw out
sufficient information.
Difficulty: 3 Hard
behavioral style.
Bloom's: Apply
42) A(n) ________ is an example of a nonverbal cue from someone who is expressive.
A) forceful tone.
B) active body language.
C) short attention span.
D) fleeting eye contact.
Answer: B
Explanation: An expressive person is characterized by nonverbal cues including active body
language, and enthusiasm and inflection in voice.
behavioral style.
Bloom's: Understand
17
43) The system of identifying issues, determining alternatives for dealing with them, then selecting
and monitoring a strategy for resolution is known as ________.
A) problem solving
B) win-win situation.
C) disparate treatment.
D) saying "yes"
Answer: A
Explanation: To deliver total customer satisfaction, you will need to make the customer feel
special, which often requires skills such as relationship building through effective communication
and problem solving. Problem solving is the system of identifying issues, determining alternatives
for dealing with them, then selecting and monitoring a strategy for resolution.
Difficulty: 1 Easy
relationships.
Bloom's: Remember
44) An outcome to a disagreement in which both parties walk away feeling that they got what they
wanted or needed is ________.
A) disparate treatment.
B) a win-win situation.
C) stereotyping
D) seamless service
Answer: B
Explanation: There are many ways of partnering with either internal or external customers to
solve problems and produce a win-win situation. A win-win situation is an outcome to a
disagreement in which both parties walk away feeling that they got what they wanted or needed.
Difficulty: 1 Easy
relationships.
Bloom's: Remember
18
45) If a rational behavior style customer makes intermittent eye contact, a service strategy you may
want to use is to ________.
A) focus on the negative aspect
B) avoid making eye contact
C) avoid smiling
D) listen actively
Answer: D
Explanation: If a rational customer has intermittent eye contact, the service provider's response
strategy should be to listen actively to the customer and make eye contact.
Difficulty: 3 Hard
relationships.
Bloom's: Apply
46) If a decisive pattern customer directly places blame on you, the service provider, a strategy you
may use in response is to ________.
A) be brief in offering solutions
B) seek the customer's reassurance
C) give a weak handshake
D) turn the customer over to someone else
Answer: A
Explanation: When a decisive style customer directly places blame on a service provider, the best
strategy to be used by the provider is to be brief, tell the customer what you can do and offer
solutions.
Difficulty: 3 Hard
relationships.
Bloom's: Apply
19
47) ________ refers to continually evaluating products and services to ensure that maximum
effectiveness, efficiency, and potential are being obtained from them.
A) Disparate treatment
B) Win-win situation
C) Process improvement
D) Stereotyping
Answer: C
Explanation: After you have dealt with a problem, your next concern should be to personally
address the process that caused the breakdown or make a recommendation to your supervisor or
other appropriate person. All employees are responsible for quality service and process
improvement. Process improvement refers to the process of continually evaluating products and
services to ensure that maximum effectiveness, efficiency, and potential are being obtained from
them.
Difficulty: 1 Easy
relationships.
Bloom's: Remember
48) The way someone views an item, situation, or others is called a(n) ________.
A) stereotype
B) perception
C) bias
D) inflection
Answer: B
Explanation: Everyone has perceptions about the people and events he or she encounters. A
perception refers to how someone views an item, situation, or others.
Difficulty: 1 Easy
others.
Bloom's: Remember
20
49) A generalization made about an individual or group that is not based on reality is called a
________.
A) stereotype.
B) win-win situation.
C) disparate treatment.
D) seamless service.
Answer: A
Explanation: Stereotyping can adversely affect delivery of customer service. A stereotype is a
generalization made about an individual or group and not based on reality.
Difficulty: 1 Easy
others.
Bloom's: Remember
50) ________ means deliberate discrimination against a person based on his or her age, race, sex,
ethnicity, or ability level.
A) Disparate treatment
B) Stereotyping
C) Seamless service
D) Process improvement
Answer: A
Explanation: Stereotyping people affects your relationships with customers as it is a
generalization made about an individual or group, and not based on reality. The practice could
even lead to legal charges of disparate treatment and liability for you and your organization.
Disparate treatment refers to deliberate discrimination against a person based on his or her age,
race, ethnicity, or ability level.
Difficulty: 1 Easy
others.
Bloom's: Remember
21
51) What are behavioral styles? How do they affect service provider-customer relationships?
Answer: Behavioral styles are observable tendencies or actions that people exhibit when dealing
with tasks or other people. A customer service professional should strive to provide service in a
manner that addresses not only the behaviors preferred by them, but also those that fulfill the needs
and desires of others as well. A customer service professional must understand human behavioral
style characteristics to be better at establishing and maintaining positive relationships with
customers. When dealing with your customers, it is essential to recognize that someone else doing
something or acting differently from the way you do doesn't mean that the person is wrong. It
simply means that they approach situations differently. Relationships are built on accepting the
characteristics of others. In customer service, adaptability is crucial, for many people do not
always act the way you want them to.
with them.
Bloom's: Understand
52) Briefly state and explain the behavioral differences between rational and inquisitive styles.
Answer: Rational style is one of the four behavioral groups characterized by being quiet,
reflective, task focused, and systematic. People who have a preference for the rational style may
tend to:
• Listen and observe more than they talk, especially in groups.

• Be very patient.
• Wait or stand in one place for periods of time without complaining, although they may be
internally irritated about a breakdown in the system or lack of organization
• Exhibit congenial eye contact and facial expressions.
Inquisitive style is one of the four behavioral groups, characterized by being introverted, task
focused, and detail-oriented. People who have a preference for the inquisitive style may tend to:
• Rarely volunteer feelings freely.

• Ask specific, pertinent questions rather than make statements of their feelings.
• Rely heavily on facts, times, dates, and practical information to make their point.
• Prefer to interact in writing rather than in person or on the phone.
Topic: Identifying Behavioral Styles; Rational Style of Behavior; Inquisitive Style of Behavior
service.
Bloom's: Understand
22
Test Bank for Customer Service Skills for Success, 7th Edition, Robert Lucas
53) Why is it necessary to recognize different behavior styles and communicate accordingly?
Answer: Each behavior style features various indicators of the style in practice. Remember, these
cues are indicators, not absolutes, as you begin to use them to interact appropriately with others.
Once people's style tendencies are recognized, it gives scope for improving relationships and
chances of success by tailoring communication strategies according to the style exhibited by
people.
Everyone is a mixture of all four styles and can change to a different style to address a variety of
situations. It is essential to be careful not to label a person as being one style (for example, Toni is
a high "R") since people use all four styles and most people do not appreciate stereotypes and
labeling.
behavioral style.
Bloom's: Understand
54) What is meant by the term "seamless service"?
Answer: Seamless service is done in a manner that seems effortless and natural to the customer.
Processes and systems are fully functional, effective, and efficient. Service representatives are
well-trained and proficient in delivering service, and there is no inconvenience to the customer.
relationships.
Bloom's: Understand
55) Discuss how we base our perceptions within a customer service framework.
Answer: People's perceptions of events vary greatly, as do their perceptions of each other. As a
customer service provider, you should be aware of how you perceive your customers and, in turn,
how they perceive you. In some cases, you may stereotype people and, in doing so, adversely
affect delivery of services. In some instances, the factors that you might be tempted to project onto
an individual, such as age, gender, race, or ethnic background, might actually stem from the
person's behavioral style preference. You need to be very careful that your perceptions about any
group of people are not influenced by stereotypes because this clearly works against treating each
customer as an individual.
others.
Bloom's: Understand
23
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2) A customer service professional needs to be aware that everyone is different.

8) An important point to remember is that there is one best behavioral style.

• Listen and observe more than they talk, especially in groups.

• Rarely volunteer feelings freely.

54) What is meant by the term "seamless service"?

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