MAN4162 QUIZ 2 EXAM QUESTIONS
AND ANSWERS GRADED A+ 2026
In reality, customers want to hear what you can, not what you can't do. - ANS True
By asking questions, you can make customers feel as if they are a part of the conversation and
get them involved as you build rapport through ongoing dialogue. - ANS True
Aggressive assertiveness is appropriate in all situations. - ANS False
It is necessary to avoid using negative-sounding "you" messages as a primary means of
addressing customers. - ANS True
When providing verbal feedback, if the customer's body language or nonverbal cues or words
indicate misunderstanding, you should pause and take corrective action. - ANS True
Standing up when customers arrive or approach is an indicator of a customer-focused behavior.
- ANS True
The key to reading body language is to realize that your interpretation should be used only as an
indicator of the true meaning. - ANS True
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
AND ANSWERS GRADED A+ 2026
In reality, customers want to hear what you can, not what you can't do. - ANS True
By asking questions, you can make customers feel as if they are a part of the conversation and
get them involved as you build rapport through ongoing dialogue. - ANS True
Aggressive assertiveness is appropriate in all situations. - ANS False
It is necessary to avoid using negative-sounding "you" messages as a primary means of
addressing customers. - ANS True
When providing verbal feedback, if the customer's body language or nonverbal cues or words
indicate misunderstanding, you should pause and take corrective action. - ANS True
Standing up when customers arrive or approach is an indicator of a customer-focused behavior.
- ANS True
The key to reading body language is to realize that your interpretation should be used only as an
indicator of the true meaning. - ANS True
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
