MAN4162 CHAPTER 6 EXAM
QUESTIONS AND ANSWERS GRADED A+
2026
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 _____.
-the process of retaining the same products and services irrespective of the change in
environmental conditions.
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
, -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.
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
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
2
QUESTIONS AND ANSWERS GRADED A+
2026
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 _____.
-the process of retaining the same products and services irrespective of the change in
environmental conditions.
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
, -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.
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
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
2
