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Customer Service Chapter 2
Assessment Exam 2025 Edition
Behavioral Styles - Correct Ans: โ
Descriptive term that identifies categories of human behavior identifies by behavioral research.
Primary Behavior Pattern - Correct Ans: โ
Refers to a person's preferred style of dealing with others
Rational Style - Correct Ans: โ
One of four behavioral groups characterized by being quiet, reflective, task-focused, and systematic
Rational People Characteristics - Correct Ans: โ
*Listen and observe more than they talk
*Very Patient
*Do not complain even if they are internally irritated
*Exhibit pleasant eye contact and facial expressions
*Dislike calling attention to themselves
*Avoid conflict and anger
Inquisitive Style - Correct Ans: โ
One of the four behavioral groups, characterized by being introverted, task-focused, and detail-oriented
Inquisitive People Characteristics - Correct Ans: โ
*Ask specific questions
*Rely heavily on facts, times, dates, and practical information
*Prefer to interact in writing
*Prefer formality and distance in interactions
*Use formal titles and names
*Very punctual and time-conscious
*Keep personal life separate from business
Decisive Style - Correct Ans: โ
One of four behavior styles, characterized by a direct, no-nonsense approach to people and situations
Decisive People Characteristics - Correct Ans: โ
*Move quickly
*Seek immediate gratification of needs or results
*Work proactively toward a solution to a problem
*Are forceful and assertive in their approach
*Project a competitive nature
*Display a confident, sometimes arrogant demeanor
*Ask specific, direct questions, and give short direct answers
*Talk and interrupt more than listen
Expressive Style - Correct Ans: โ
One of the four behavior groups, characterized as being people-oriented, fun-loving, upbeat, and extroverted
Stereotypes - Correct Ans: โ
Generalization made about an individual or group and not based on reality. Similar people are often lumped together for ease in categorizing them.
Service Breakdown - Correct Ans: โ
Situations when customers have expectations of a certain type or level of product or service that are not met by a service provider
Customer Expectations - Correct Ans: โ
The perceptions that customers have when they contact an organization or service provider about the kind, level, and quality of products and services they should recieve
Difficult customers - Correct Ans: โ
People who challenge a service provider's ability to deliver service and who require special skills and patients
Characteristics of Difficult Customers - Correct Ans: โ
*Dissatisfied with your service or products
- Indecisive or lack knowledge about product/service
*Are rude or inconsiderate of others
*Talkative
*Internal customers with special requests
*Speak in a different language than your own
*Are elderly and need extra assistance
*Are young and inexperienced who might need to be guided into making a choice
*Have some type of disability
To help calm the customer: - Correct Ans: โ
1. Send customer- focused verbal and nonverbal messages
- Demonstrate patience
- Use positive communication skills
- Be an active listener
- Have the ability and the willingness to listen calmly to what the customer has to say without interrupting or interjecting your view's
Emotion-Reducing Model Definition - Correct Ans: โ
Process for reducing customer emotion in situations when frustration or anger exists
Emotion Reducing Model Steps - Correct Ans: โ
1. Customer- focused message
- Emotional issue
- Customer-focused message
- Problem solving
- Customer-focused message
Adopt a Good-Neighbor Policy by: - Correct Ans: โ
1. Avoid gatherings of friends and loud conversation in your work space
Problem Solving Model Step 1. Identify the Problem - Correct Ans:
โ
Before you can decide on a course of action, you must first know the nature and scope of the issue you are facing.
Problem Sovling Model Step 2. Compile and Analyze the Data -
Correct Ans: โ
To be able to effectively determine a course of action, you need as much information as possible and a thorough understanding of what you are dealing with.
Problem-Solving Model Step 3. Identify the Alternatives - Correct
Ans: โ
Let the customer know you are willing to work with them to find an acceptable resolution to the issue. Tell them what you can do, gain agreement, then set about taking action.
Problem-Solving Model Step 4. Evaluate the Alternatives - Correct
Ans: โ
Once all the facts have been collected, look at your alternatives or possible options.
Problem-Solving Model Step 5. Make a Decision - Correct Ans: โ
Make the decision on what your course of action will be. To do this, ask the customer, "Which option would you prefer?" This brings them into the decision making process.
Problem-Solving Model Step 6. Monitor the Results - Correct Ans:
โ
Monitor the effects or results of the decision. Do not assume your customer is satisfied. You can do this with a follow up of some form.
Diversity - Correct Ans: โ
The characteristics, values, beliefs, and factors that make people different, yet similar
Cultural Diversity - Correct Ans: โ
The different racial, ethnic, and socioeconomic varieties, based on factors such as values, beliefs, and experiences that are present in people grouped together in a given situation, group, or organization
Platinum Rule - Correct Ans: โ
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
Modesty - Correct Ans: โ
Refers to the way that cultures view property of dress and conduct
Expectations of Prvacy - Correct Ans: โ
The belief that personal information provided to an organization will be safeguarded against inappropriate or unauthorized use or dissemination
Interpersonal Relationship - Correct Ans: โ
Focuses on the need for service provider to build strong bonds with customers
Gender Roles - Correct Ans: โ
Behaviors attributed to or assigned by societal norms
Customer Loyalty - Correct Ans: โ
Term used to describe the tendency of customers to return to return to a product or organization regularly because of the service and satisfaction they recieve
Channel Partner - Correct Ans: โ
Relationship of two organizations through which partners are able to build a larger and stronger competitive presence in the marketplace
Three Types of Channel Partners - Correct Ans: โ
1. Transnational or indirect
- Tactical
- Strategic
- Transactional or indirect Channel Partner - Correct Ans: โ
This type of organization provides a distribution outlet or link for your company's products and services.
- Tactical Channel Partner - Correct Ans: โ
This category of partners include organizations that are intricately meshed with your company's internal operations.
- Strategic Channel Partner - Correct Ans: โ
The third type of channel partnership which involves agreements through which one organization creates a long-term alliance with another organization to brand, develop, or produce each other;s product's or services.
Code of Ethics - Correct Ans: โ
A set of standards, often developed by employees, that guide the conduct of all employees
Moment of Truth - Correct Ans: โ
Any instance when a customer comes into contact with any element or representative of an organization
What are demographics? - Correct Ans: โ
Demographics are customer characteristics such as age, gender, ethnic group, income level, family size,occupation, and educational level.
What can companies learn about current customers by reviewing
demographics and database information? - Correct Ans: โ
A company can learn what customers buy and don't buy, and when they buy. They can also learn what features and benefits they want in products and services and what type of advertising and marketing works with them.
How can frontline employees help businesses create a description of
their external customers? - Correct Ans: โ
They can ask external customers for demographic information and entering it into the company's database. Also keep the product or service to the customers liking.
As an employee, how can you help your internal customers perform
their jobs well? - Correct Ans: โ
By asking them what you can do to make their work easier, and then following through. You can provide them with information they do not have but need.
- 25-35 year-old females 593
- 25-35 year-old males 112
- If you were the manager of the salon, to which groups would you
direct your advertising efforts? Why? - Correct Ans: โ
1. 32%
- 8%
- 50%
- 10%
- I would direct my advertising to the 25-35 year-old females because they make up 50% of the customers.
Joint interviews with top customers to gather feedback - Correct
Ans: โ
f. focus groups
All of the people who buy a company's products or services - Correct
Ans: โ
d. external customers
People who fit the description of current customers but who are not
being served - Correct Ans: โ
h. prospects
Statistical characteristics, such as age and income level, of customers
- Correct Ans: โ
b. demographics
People within a company who rely on each other for the information
and resources they need to perform their jobs - Correct Ans: โ
g. internal customers
Characteristics of a product or service, such as size or power -
Correct Ans: โ
e. features
Advantages a customer gains from using a product or service -
Correct Ans: โ
a. benefits
Contract between departments specifying the service expected of each department and the time frame in which it is to be provided -
Correct Ans: โ
i. service level agreement
