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1 | |
Diversity is an important aspect of everyone's life that presents many negative challenges. |
| | A) | True |
| | B) | False |
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2 | |
Many people associate the term diversity with the word cultural, which describes the differences between groups of people from various countries and with differing beliefs. |
| | A) | True |
| | B) | False |
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3 | |
The diverse nature of your customer population requires you to be aware of the various ways people from different cultures interact in the business setting. |
| | A) | True |
| | B) | False |
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4 | |
Values are the "rules" that people use to evaluate situations, make decisions, interact with others, and deal with conflict. |
| | A) | True |
| | B) | False |
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5 | |
In some cultures, direct eye contact is often discouraged, for it suggests disrespect. |
| | A) | True |
| | B) | False |
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6 | |
Today, many cultures use less formality in the business environment and do not stress the importance of using titles and family names as often as they did in the past. |
| | A) | True |
| | B) | False |
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7 | |
When encountering someone who speaks English as a second language, you should avoid jokes, words, or acronyms that are uniquely American or tied to sports, historical events, or specific aspects of American culture. |
| | A) | True |
| | B) | False |
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8 | |
In serving customers from other cultures, it is important to avoid the use of the word no because this word may cause the customer to become embarrassed or experience a "loss of face." |
| | A) | True |
| | B) | False |
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9 | |
According to the U.S. Census Bureau, approximately 54 million Americans have some level of disability. |
| | A) | True |
| | B) | False |
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10 | |
When a customer has a disability, the disability should be deemphasized by thinking of the person first and the disability second. |
| | A) | True |
| | B) | False |
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11 | |
When dealing with an elderly customer, you should always be respectful. |
| | A) | True |
| | B) | False |
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12 | |
Young customers are as valuable as those in any other group and should be professionally served. |
| | A) | True |
| | B) | False |
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