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1

Understanding behavioral styles can aid in establishing and maintaining positive customer relationships.
A)True
B)False
2

You should treat others as individuals, not as members of a category.
A)True
B)False
3

People whose primary behavioral style category is "E" focus their energy on working with people.
A)True
B)False
4

People whose primary behavioral style category is "D" focus their energy on tasks or getting the job done.
A)True
B)False
5

Some behavioral styles are better than others.
A)True
B)False
6

People who exhibit the "D" style often tend to move slowly and speak in a low-key manner.
A)True
B)False
7

People who exhibit the "E" style often tend to be highly animated in using gestures and speaking.
A)True
B)False
8

People who exhibit the "R" style often tend to be very impatient.
A)True
B)False
9

People who exhibit the "I" style often tend to express their emotions easily.
A)True
B)False
10

You should attempt to determine a customer's behavioral style and then tailor your communication accordingly.
A)True
B)False
11

To deliver total customer satisfaction, you need to make your customers feel special.
A)True
B)False
12

When you say no to a customer, it is important to let him or her know what you cannot do and why.
A)True
B)False
13

Service to your customers should be seamless; customers should not have to see or deal with problems or process breakdowns.
A)True
B)False
14

Perceptions are based on education, experiences, events, and interpersonal contacts, as well as a person's intelligence level.
A)True
B)False
15

Once you've made a perception, you should evaluate its accuracy.
A)True
B)False







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