Question 1

What is the editorial eyebrow?

Accepted Answer

Raising an eyebrow is sometimes called t...

Question 2

As a service provider,one way to be nice to customers when 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.

Question 3

_____ is likely to lead to customer relationship breakdowns.

Accepted Answer

A)   Saying "please" and "thank you" to customers
B)   Asking permissions and acknowledging contributions
C)   Organizing and cleaning the work area regularly
D)   Using pet phrases such as "cool" excessively

Question 4

The term gender communication is used to refer to communication between males and females.

Accepted Answer

A) True 
 B)False

Question 5

The scientific study of relationships between signs,symbols,and words and their meaning is called ____.

Accepted Answer

A)   paralanguage
B)   proxemics
C)   semantics
D)   body language

Question 6

Nonverbal communication is a scientific method to understand human beings.

Accepted Answer

A) True 
 B)False

Question 7

Nonverbal communication gives no room for misinterpretation of the cues used by different people.

Accepted Answer

A) True 
 B)False

Question 8

_____ refers to the manner or clarity in which verbal messages are delivered.

Accepted Answer

A)   Pupilometrics
B)   Proxemics
C)   Malapropism
D)   Articulation

Question 9

_____ refers to the factors used to send messages that impact a customer's perception or feelings about a service provider of organization.

Accepted Answer

A)   Perception checking
B)   Gender communication
C)   Miscellaneous cues
D)   Semantics

Question 10

Explain the impact of culture in customer interaction and service.

Accepted Answer

Cultural diversity is having a significa...

Question 11

Which of the following is true of gender communication?

Accepted Answer

A)   Males tend to be more bilateral in the use of their brain.
B)   Males are most comfortable being in close physical proximity with other males.
C)   Females tend to learn more nurturing and relationship skills early.
D)   Females are highly comfortable being in close physical proximity with other females.

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

Women are likely to be more bilateral in the use of their brain.

Accepted Answer

A) True 
 B)False

Question 14

What are clusters?

Accepted Answer

Clusters are groupings of nonverbal beha...

Question 15

Nonverbal communication cues that send powerful messages through gestures,vocal qualities,manner of dress and grooming are known as ____.

Accepted Answer

A)   verbal fillers
B)   pupilometrics
C)   paralanguage
D)   body language

Question 16

_____ refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

Accepted Answer

A)   Impact of culture
B)   Pupilometrics
C)   Gender communication
D)   Perception checking

Question 17

Playing with hair,pulling at an ear and other such habits should be minimized because they tend to send negative messages to customers.

Accepted Answer

A) True 
 B)False

Question 18

In most Western cultures,the typical period of time that is comfortable for holding eye contact is _____ seconds.

Accepted Answer

A)   5 to 10
B)   15 to 20
C)   25 to 30
D)   35 to 40

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A) True 
 B)False

Exam 4: Nonverbal Communication Skills

Women are likely to be more bilateral in the use of their brain.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

_____ is likely to lead to customer relationship breakdowns.

Correct AnswerverifiedShow Answer

Playing with hair,pulling at an ear and other such habits should be minimized because they tend to send negative messages to customers.

Correct AnswerverifiedShow Answer

_____ refers to the manner or clarity in which verbal messages are delivered.

Correct AnswerverifiedShow Answer

Nonverbal communication gives no room for misinterpretation of the cues used by different people.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

_____ refers to the factors used to send messages that impact a customer's perception or feelings about a service provider of organization.

Correct AnswerverifiedShow Answer

What is the editorial eyebrow?

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

The term gender communication is used to refer to communication between males and females.

Correct AnswerverifiedShow Answer

As a service provider,one way to be nice to customers when they approach is to:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Nonverbal communication is a scientific method to understand human beings.

Correct AnswerverifiedShow Answer

_____ refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

Correct AnswerverifiedShow Answer

Nonverbal communication cues that send powerful messages through gestures,vocal qualities,manner of dress and grooming are known as ____.

Correct AnswerverifiedShow Answer

Explain the impact of culture in customer interaction and service.

Correct AnswerverifiedCultural diversity is having a significa...View AnswerShow Answer

The scientific study of relationships between signs,symbols,and words and their meaning is called ____.

Correct AnswerverifiedShow Answer

Which of the following is true of gender communication?

Correct AnswerverifiedShow Answer

What are clusters?

Correct AnswerverifiedClusters are groupings of nonverbal beha...View AnswerShow Answer

In most Western cultures,the typical period of time that is comfortable for holding eye contact is _____ seconds.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Raising an eyebrow is sometimes called t...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Cultural diversity is having a significa...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Clusters are groupings of nonverbal beha...
View Answer

Correct Answer
verified