|
1 | | Diversity is an important aspect of everyone's life that presents many negative challenges. |
| | A) | True |
| | B) | False |
|
|
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 |
|
|
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 |
|
|
4 | | Values are the "rules" that people use to evaluate situations, make decisions, interact with others, and deal with conflict. |
| | A) | True |
| | B) | False |
|
|
5 | | In some cultures, direct eye contact is often discouraged, for it suggests disrespect. |
| | A) | True |
| | B) | False |
|
|
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 |
|
|
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 |
|
|
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 |
|
|
9 | | According to the U.S. Census Bureau, approximately 54 million Americans have some level of disability. |
| | A) | True |
| | B) | False |
|
|
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 |
|
|
11 | | When dealing with an elderly customer, you should always be respectful. |
| | A) | True |
| | B) | False |
|
|
12 | | Young customers are as valuable as those in any other group and should be professionally served. |
| | A) | True |
| | B) | False |
|