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MAN4162 Chapter 6 Questions and
Correct Answers/ Latest Update / Already
Graded
A decisive customer is one who _____.
-directly blames the service provider
-avoides direct eye contact
-prefers to be quiet in crowds
-seeks reassurance
Ans: directly blames the service provider
Providing _____ means that customers do not have to worry about
your problems or breakdowns.
-perceived stereotypes
-enhanced credibility
-open dialog
-seamless service
Ans: seamless service
Process improvement refers to _____.
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-the process of retaining the same products and services irrespective of
the change in environmental conditions.
-the process of focusing exclusively on the promotional aspects of
products and services
-fixing the issue which caused the breakdown and making
recommendations to superiors
-treating all customers in a similar manner based on perceptions.
Ans: fixing the issue which caused the breakdown and making
recommendations to superiors.
In the context of customer service, a feature of customers is that
_____.
-their nonverbal cues are always difficult to interpret
-they do not differ in terms of behavioral styles and brand loyalty.
-they do not expect marketers to answer questions about products and
services.
-their questions about products and services are dependent on their
behavioral styles.
Ans: their questions about products and services are
dependent on their behavioral styles.
All rights reserved © 2025/ 2026 |
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Jada tends to greet everyone she meets with a hug and readily initiates
very personal conversations. These characteristics represent aspects of
Jada's _____.
-behavioral style
-cognitive dissonance
-leisure activities
-rational thinking
Ans: behavioral style
During a group lunch, Jewel dominated the conversation, Dakota
listened patiently, nodding agreement, Alvin focused his comments on
business-related topics, and Rupert showed no concern for wrapping
up to get back to the office. Which co-worker exhibited a rational
behavior style?
- Alvin
-Rupert
-Jewel
-Dakota
Ans: Dakota
All rights reserved © 2025/ 2026 |
MAN4162 Chapter 6 Questions and
Correct Answers/ Latest Update / Already
Graded
A decisive customer is one who _____.
-directly blames the service provider
-avoides direct eye contact
-prefers to be quiet in crowds
-seeks reassurance
Ans: directly blames the service provider
Providing _____ means that customers do not have to worry about
your problems or breakdowns.
-perceived stereotypes
-enhanced credibility
-open dialog
-seamless service
Ans: seamless service
Process improvement refers to _____.
All rights reserved © 2025/ 2026 |
, Page |2
-the process of retaining the same products and services irrespective of
the change in environmental conditions.
-the process of focusing exclusively on the promotional aspects of
products and services
-fixing the issue which caused the breakdown and making
recommendations to superiors
-treating all customers in a similar manner based on perceptions.
Ans: fixing the issue which caused the breakdown and making
recommendations to superiors.
In the context of customer service, a feature of customers is that
_____.
-their nonverbal cues are always difficult to interpret
-they do not differ in terms of behavioral styles and brand loyalty.
-they do not expect marketers to answer questions about products and
services.
-their questions about products and services are dependent on their
behavioral styles.
Ans: their questions about products and services are
dependent on their behavioral styles.
All rights reserved © 2025/ 2026 |
, Page |3
Jada tends to greet everyone she meets with a hug and readily initiates
very personal conversations. These characteristics represent aspects of
Jada's _____.
-behavioral style
-cognitive dissonance
-leisure activities
-rational thinking
Ans: behavioral style
During a group lunch, Jewel dominated the conversation, Dakota
listened patiently, nodding agreement, Alvin focused his comments on
business-related topics, and Rupert showed no concern for wrapping
up to get back to the office. Which co-worker exhibited a rational
behavior style?
- Alvin
-Rupert
-Jewel
-Dakota
Ans: Dakota
All rights reserved © 2025/ 2026 |
