Site MapHelpFeedbackMultiple Choice Quiz
Multiple Choice Quiz
(See related pages)



1

According to the text, needs are _________?
A)desired objects or experiences
B)things customers feel compelled to address
C)things people value
D)objects or experiences that bring personal appreciation or satisfaction
2

According to the text, wants are _______?
A)Individual matters that are from internal sources
B)Driven by personal motivators
C)Desired objects or experiences
D)Things that customers feel compelled to address
3

Which of the following is not one of the categories in the Hierarchy of needs Theory?
A)Psychological
B)Safety
C)Social
D)Esteem
4

The Hierarchy of Needs Theory was developed by:
A)Dr. Albert Einstein
B)Dr. Hugo Hornblower
C)Dr. Albert Mehrabian
D)Dr. Ralph Nichols
5

Which of the following is not an element of the Emotion-Reducing Model?
A)Customer-focused messages
B)Customer emotion
C)Compromise strategy
D)Problem resolution
6

Which of the following may not be a good strategy when dealing with an angry person?
A)Be positive
B)Acknowledge customer's feelings
C)Sympathy
D)Reassure
7

One technique for helping defuse a customer's emotion is called ___________?
A)compromising
B)blame shifting
C)empowerment
D)feel, felt, found
8

All of the following are strategies for dealing with an indecisive customer except _________?
A)be patient
B)ask closed-ended questions
C)listen actively
D)guide decision making
9

When dealing with a talkative customer, all of the following strategies can help except ________?
A)remain aloof to distract the customer
B)ask specific open-ended questions
C)use closed-ended questions to control the conversation
D)manage the conversation
10

All of the following are strategies to enhance interactions with internal customers except _______?
A)stay connected
B)meet all commitments
C)keep emotions in
D)adopt a good neighbor policy





To learn more about the book this website supports, please visit its Information Center.
(c)2005 McGraw-Hill Higher Education
Any use is subject to the Terms of Use and Privacy Policy.
McGraw-Hill Higher Education is one of the many fine businesses of The McGraw-Hill Companies.


Customer ServiceOnline Learning Center

Home > Chapter 7 > Multiple Choice Quiz