Question 1

Hundreds of years ago, a handshake was used in many cultures to determine whether a person was holding a weapon.

Accepted Answer

A) True 
 B)False

Question 2

Time allocation refers to the amount of attention given to a person or project.

Accepted Answer

A) True 
 B)False

Question 3

Nonverbal factors that also influence a customer's perception, such as ________, are examples of miscellaneous cues.

Accepted Answer

A)   perception checking
B)   semantics
C)   etiquette and manners
D)   paraphrasingE) B) and C)
F) None of the above

Question 4

When in doubt about your message meaning, people tend to believe the words spoken out loud.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is most likely to damage the customer-provider relationship?

Accepted Answer

A)   Using paralanguage
B)   Performing perception checking
C)   Using a lot of jargon
D)   Communicating nonverballyE) A) and C)
F) B) and D)

Question 6

Which of the following is an example of negative nonverbal behavior?

Accepted Answer

A)   A firm handshake
B)   Gesturing with open hand
C)   Pointing a finger
D)   Maintaining eye contactE) A) and D)
F) A) and C)

Question 7

Verbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals.

Accepted Answer

A) True 
 B)False

Question 8

The process of clarifying a nonverbal cue that was received by stating what behavior was observed, giving one or two possible interpretations, and then asking the message sender for clarification is called ________.

Accepted Answer

A)   time allocation
B)   semantics
C)   proxemics
D)   perception checkingE) None of the above
F) A) and B)

Question 9

Standing up when customers arrive or approach is an indicator of a customer-focused behavior.

Accepted Answer

A) True 
 B)False

Question 10

A service provider must get back to a customer and renegotiate if the deadlines or agreed-upon terms can't be met.

Accepted Answer

A) True 
 B)False

Question 11

Offering customers something to drink when they come to your office, or if they are attending lengthy meetings, is appropriate.

Accepted Answer

A) True 
 B)False

Question 12

What is the editorial eyebrow?

Accepted Answer

Raising an eyebrow is sometimes called t...

Question 13

Generally speaking, males learn nurturing and relationship skills early, whereas females approach life from a more aggressive and competitive stance.

Accepted Answer

A) True 
 B)False

Question 14

As a service provider, one way to show you respect customers and are eager to assist as they approach is to ________.

Accepted Answer

A)   stand up if appropriate and offer assistance.
B)   continue whatever you are doing so you look busy.
C)   simply point them in the direction they want.
D)   grab the customer's arm to steer him or her in the right direction.E) None of the above
F) All of the above

Question 15

When they are not attentive, service providers miss important vocal and visual clues related to customer feelings.

Accepted Answer

A) True 
 B)False

Question 16

Pitch, volume, rate, quality, articulation, and other attributes are known as ________.

Accepted Answer

A)   vocal cues
B)   spatial cues
C)   verbal fillers
D)   proxemicsE) B) and C)
F) A) and D)

Question 17

If service is going to be delayed or take longer than planned, it is best to ________.

Accepted Answer

A)   hurry up so the customer does not wait longer than necessary
B)   just send the customer over for a free cup of coffee at the coffee shop
C)   remember the customer can always use some extra time to shop
D)   notify the customer the reasons for delay and offer alternatives availableE) All of the above
F) A) and B)

Question 18

Although changes in voice tone add vocal variety to messages, they do not affect interpretation of meaning.

Accepted Answer

A) True 
 B)False

Question 19

Acceptable rules, manners, and ceremonies for an organization, profession, or society are known as ________.

Accepted Answer

A)   proxemics
B)   etiquette and manners
C)   personal habits
D)   semanticsE) A) and C)
F) A) and B)

Question 20

Which of the following is a problem associated with nonverbal cues?

Accepted Answer

A)   They are highly ineffective in customer interactions.
B)   They are incapable of carrying powerful messages.
C)   They are likely to be misinterpreted.
D)   They are overridden by verbal messages.E) None of the above
F) A) and C)

Exam 4: Nonverbal Communication Skills

If service is going to be delayed or take longer than planned, it is best to ________.

Correct AnswerverifiedShow Answer

Generally speaking, males learn nurturing and relationship skills early, whereas females approach life from a more aggressive and competitive stance.

Correct AnswerverifiedShow Answer

Nonverbal factors that also influence a customer's perception, such as ________, are examples of miscellaneous cues.

Correct AnswerverifiedShow Answer

Time allocation refers to the amount of attention given to a person or project.

Correct AnswerverifiedShow Answer

Standing up when customers arrive or approach is an indicator of a customer-focused behavior.

Correct AnswerverifiedShow Answer

Acceptable rules, manners, and ceremonies for an organization, profession, or society are known as ________.

Correct AnswerverifiedShow Answer

What is the editorial eyebrow?

Correct AnswerverifiedRaising an eyebrow is sometimes called t...View AnswerShow Answer

When in doubt about your message meaning, people tend to believe the words spoken out loud.

Correct AnswerverifiedShow Answer

Offering customers something to drink when they come to your office, or if they are attending lengthy meetings, is appropriate.

Correct AnswerverifiedShow Answer

Which of the following is a problem associated with nonverbal cues?

Correct AnswerverifiedShow Answer

Although changes in voice tone add vocal variety to messages, they do not affect interpretation of meaning.

Correct AnswerverifiedShow Answer

The process of clarifying a nonverbal cue that was received by stating what behavior was observed, giving one or two possible interpretations, and then asking the message sender for clarification is called ________.

Correct AnswerverifiedShow Answer

Which of the following is an example of negative nonverbal behavior?

Correct AnswerverifiedShow Answer

Verbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals.

Correct AnswerverifiedShow Answer

Hundreds of years ago, a handshake was used in many cultures to determine whether a person was holding a weapon.

Correct AnswerverifiedShow Answer

When they are not attentive, service providers miss important vocal and visual clues related to customer feelings.

Correct AnswerverifiedShow Answer

Pitch, volume, rate, quality, articulation, and other attributes are known as ________.

Correct AnswerverifiedShow Answer

A service provider must get back to a customer and renegotiate if the deadlines or agreed-upon terms can't be met.

Correct AnswerverifiedShow Answer

As a service provider, one way to show you respect customers and are eager to assist as they approach is to ________.

Correct AnswerverifiedShow Answer

Which of the following is most likely to damage the customer-provider relationship?

Correct AnswerverifiedShow Answer

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Raising an eyebrow is sometimes called t...
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