MAN4162 CHAPTER 5 EXAM
QUESTIONS AND ANSWERS GRADED A+
2026
Inquiries that typically start with a verb and solicit short one-syllable answers and can be used
for such purposes as clarifying, verifying information already given, controlling conversation, or
affirming something are called _____ questions:
--closed-end
--rhetorical
--open-end - ANS closed-end
Beliefs or opinions that a person has about an individual or group is called - ANS biases
Mental factors that can cause a shift in focus in interacting with others are called _____
distracters.
--psychological
--sociological
--technological
--physiological - ANS psychological
Studies by the National Sleep Foundation show that an adults strongest sleep drive generally
occurs
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
, --within one hour of falling asleep
--between 2:00 - 4:00am
--within one hour of waking
--from 10:00 - 12:00 am - ANS between 2:00 - 4:00 am
Global Technologies offers health and fitness classes to educate employees on healthy habits
and promote exercise as an outlet for stress. These classes are an example of a(n) _____
--environmental cue
--sales incentive plan
--service recovery program
--employee assistance program - ANS employee assistance program
The thought speed of the human brain is _____ the speed at which an average adult speaks.
--equal to
--less than
--greater than - ANS greater than
The term applied to the difference in the rate at which the human can receive and process
information and at which most adults speak is call _____ or listening gap.
-- barrier speed
-- open-end
-- nonverbal cue
-- lag time - ANS lag time
Why should customer-service professionals refrain from making faulty assumptions?
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
2
QUESTIONS AND ANSWERS GRADED A+
2026
Inquiries that typically start with a verb and solicit short one-syllable answers and can be used
for such purposes as clarifying, verifying information already given, controlling conversation, or
affirming something are called _____ questions:
--closed-end
--rhetorical
--open-end - ANS closed-end
Beliefs or opinions that a person has about an individual or group is called - ANS biases
Mental factors that can cause a shift in focus in interacting with others are called _____
distracters.
--psychological
--sociological
--technological
--physiological - ANS psychological
Studies by the National Sleep Foundation show that an adults strongest sleep drive generally
occurs
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
, --within one hour of falling asleep
--between 2:00 - 4:00am
--within one hour of waking
--from 10:00 - 12:00 am - ANS between 2:00 - 4:00 am
Global Technologies offers health and fitness classes to educate employees on healthy habits
and promote exercise as an outlet for stress. These classes are an example of a(n) _____
--environmental cue
--sales incentive plan
--service recovery program
--employee assistance program - ANS employee assistance program
The thought speed of the human brain is _____ the speed at which an average adult speaks.
--equal to
--less than
--greater than - ANS greater than
The term applied to the difference in the rate at which the human can receive and process
information and at which most adults speak is call _____ or listening gap.
-- barrier speed
-- open-end
-- nonverbal cue
-- lag time - ANS lag time
Why should customer-service professionals refrain from making faulty assumptions?
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
2
