MAN4162 CHAPTER 4 EXAM
QUESTIONS AND ANSWERS GRADED A+
2026
Which among the following gestures is most likely to signal skepticism or doubt?
- crossing arms
- fidgeting
- raising an eyebrow
- pointing a finger - ANSWERraising an eyebrow
The number of words spoken per minute is call _____ of _____.` - ANSWERrate
speech
Verbal fillers are often used by speakers uncomfortable with _____ in a conversation.
- semantics
- inflection
- interference
- silence - ANSWERsilence
The unintentional misuse of a word is called a(n) _____.
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
, - metaphor
- simile
- malapropism
- paralanguage - ANSWERmalapropism
Through their appearance and grooming habits, customer-service executives _____.
- project an image of the organization
- make their organization's environment independent of the customer's environment
- make their hygiene independent of the organization's customer environment
- make themselves independent of the customer environment - ANSWERproject an image of the
organization
When approaching Byron's register, a customer notices candy wrappers, piles of returned
product, and a collection of receipts. To what is the customer responding when noticing these
items?
- facial cues
- spatial cues
- environmental cues
- verbal cues - ANSWERenvironmental cues
Factors used to send messages that impact a customer's perception or feelings about a service
provider or organization are referred to as _____.
- miscellaneous cues
- time allocations
- customer service
- cultural relativism - ANSWERmiscellaneous cues
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
2
QUESTIONS AND ANSWERS GRADED A+
2026
Which among the following gestures is most likely to signal skepticism or doubt?
- crossing arms
- fidgeting
- raising an eyebrow
- pointing a finger - ANSWERraising an eyebrow
The number of words spoken per minute is call _____ of _____.` - ANSWERrate
speech
Verbal fillers are often used by speakers uncomfortable with _____ in a conversation.
- semantics
- inflection
- interference
- silence - ANSWERsilence
The unintentional misuse of a word is called a(n) _____.
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
, - metaphor
- simile
- malapropism
- paralanguage - ANSWERmalapropism
Through their appearance and grooming habits, customer-service executives _____.
- project an image of the organization
- make their organization's environment independent of the customer's environment
- make their hygiene independent of the organization's customer environment
- make themselves independent of the customer environment - ANSWERproject an image of the
organization
When approaching Byron's register, a customer notices candy wrappers, piles of returned
product, and a collection of receipts. To what is the customer responding when noticing these
items?
- facial cues
- spatial cues
- environmental cues
- verbal cues - ANSWERenvironmental cues
Factors used to send messages that impact a customer's perception or feelings about a service
provider or organization are referred to as _____.
- miscellaneous cues
- time allocations
- customer service
- cultural relativism - ANSWERmiscellaneous cues
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
2
