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Multiple Choice Quiz
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1

A key element in making your customer interactions successful is to recognize ________.
A)customers are unique and sct in an unusual manner
B)competition is everywhere
C)how you tend to communicate
D)you need approval to make customer-related decisions
2

Which of the following is not an example of things that a service provider can do to project a positive customer image?
A)make customers feel welcome
B)focus on customers as people
C)provide information accurately
D)refer customer issues to more experienced representatives regularly
3

Which of the following is one of the most crucial elements of the Interpersonal Communication Model?
A)Environment
B)Sender
C)Receiver
D)Feedback
4

"Global" terms refer to:
A)Internationally specific phrases
B)Inclusive terms
C)Foreign language words
D)Language that refers to diversity related issues
5

Which of the following is not an example of positive communication?
A)Plan your messages
B)Warmly greet customers you know well with a hug and pack on the back
C)use effective eye contact
D)use positive "I" and "we" messages
6

Which of the following is not an example of a learning style?
A)Visual
B)Emotional
C)Aural
D)Kinesthetic
7

"Hot buttons" or phrases and actions/inactions that can lead to customer relationship breakdowns are sometimes also called__________?
A)triggers
B)boiling points
C)emotionalisms
D)pet peeves
8

When providing verbal feedback you should be conscious of ___________?
A)How your customer is receiving your information
B)time of the day
C)your opinion of the customer
D)your communication limitations
9

Looking customers in the eye while offering a firm handshake is an example of ____________?
A)power communication
B)assertive behavior
C)controlling behavior
D)neurolinguistic programming
10

Which is not a typical conflict resolution style?
A)Avoidance
B)Compromise
C)Accommodation
D)Aggression





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