CBSE FINAL EXAM QUESTIONS WITH
CORRECT ANSWERS 2025/2026
When interacting with a customer who has a rational style and keeps communication brief, your
best strategy is to - CORRECT ANSWER -ask open-end questions to obtain information
________is an example of a nonverbal cue from someone who is
expressive. - CORRECT ANSWER -Active body language
In dealing with customers, when someone is doing something with customers differently from
your way, it most likely means that the person is wrong. - CORRECT ANSWER -False
An important point to remember is that there is one best behavioral style: - CORRECT ANSWER -
False
Don Smith has been referred to as "old school." He prefers to address people as Mr. Jones or
Ms. Johnson, rather than by their first names.
Don's behavioral style would best be described as inquisitive. - CORRECT ANSWER -True
A service provider should strive to provide seamless service that seems effortless and natural to
the customer. - CORRECT ANSWER -True
A service provider can partner with internal or external customers to solve problems and
produce a win-win situation. - CORRECT ANSWER -True
No matter which behavior style tendencies a customer demonstrates, most people want to feel
appreciated. - CORRECT ANSWER -True
,The __________ behavioral style is characterized by a direct and confident approach to people,
and a desire for immediate gratification of needs or results. - CORRECT ANSWER -Decisive
If a customer with a decisive behavior pattern uses aggressive body gestures and finger pointing
at you, the service provider, a strategy you should use in response is to ________ - CORRECT
ANSWER -Not internalize the behavior
When Ralph moved to a large, urban area from the country, he tended to generalize about
people from different ethnicities that was not based in reality because he didn't know anything
about them. This is called ________ - CORRECT ANSWER -Stereotyping
A cashier always smiles at customers as they go through the line, even when they are being
difficult. This is the cashier's primary behavior pattern. - CORRECT ANSWER -True
Perceptions refer to how a person reacts to situations or other people. - CORRECT ANSWER -
False
The people who are most likely to have a functionally decorated office are those of the
_________style. - CORRECT ANSWER -Decisive
The expressive style exhibits nonverbal cues such as enthusiasm and wide inflection in voice. -
CORRECT ANSWER -True
Even though she knew Lai studied for the test, Maura assumed Lai did well because she was
Asian and all Asians are smart. This is a stereotype. - CORRECT ANSWER -True
Carl Jung divided behavior into two attitudes known as ________ - CORRECT ANSWER -introvert
and extrovert
, Nonverbal cues of a rational style person include intense and constant eye contact. - CORRECT
ANSWER -False
If your organization does not offer training in products and service, you should - CORRECT
ANSWER -Ask vendors and suppliers questions
Carl Jung divided behavior into two attitudes which he called constant and inconstant. -
CORRECT ANSWER -False
Which characteristic is attributed to the rational style preference? - CORRECT ANSWER -
Avoiding anger and conflict
People behaving in inquisitive or rational style tend to exhibit intermittent eye contact. -
CORRECT ANSWER -True
People who have a preference for the rational style tend to be impatient. - CORRECT ANSWER -
False
_________ style is the behavioral style preference most characterized
by being introverted and task focused. - CORRECT ANSWER -Inquisitive
The way someone views an item, situation, or others is called a (n)________ - CORRECT
ANSWER -perception
Which statement about the problem-solving model is true? - CORRECT ANSWER -Customers
often feel ownership for the solution when a problem is solved jointly.
When a company provides what is promised, dependably and with quality, it is considered to
be______ - CORRECT ANSWER -Trustworthy
CORRECT ANSWERS 2025/2026
When interacting with a customer who has a rational style and keeps communication brief, your
best strategy is to - CORRECT ANSWER -ask open-end questions to obtain information
________is an example of a nonverbal cue from someone who is
expressive. - CORRECT ANSWER -Active body language
In dealing with customers, when someone is doing something with customers differently from
your way, it most likely means that the person is wrong. - CORRECT ANSWER -False
An important point to remember is that there is one best behavioral style: - CORRECT ANSWER -
False
Don Smith has been referred to as "old school." He prefers to address people as Mr. Jones or
Ms. Johnson, rather than by their first names.
Don's behavioral style would best be described as inquisitive. - CORRECT ANSWER -True
A service provider should strive to provide seamless service that seems effortless and natural to
the customer. - CORRECT ANSWER -True
A service provider can partner with internal or external customers to solve problems and
produce a win-win situation. - CORRECT ANSWER -True
No matter which behavior style tendencies a customer demonstrates, most people want to feel
appreciated. - CORRECT ANSWER -True
,The __________ behavioral style is characterized by a direct and confident approach to people,
and a desire for immediate gratification of needs or results. - CORRECT ANSWER -Decisive
If a customer with a decisive behavior pattern uses aggressive body gestures and finger pointing
at you, the service provider, a strategy you should use in response is to ________ - CORRECT
ANSWER -Not internalize the behavior
When Ralph moved to a large, urban area from the country, he tended to generalize about
people from different ethnicities that was not based in reality because he didn't know anything
about them. This is called ________ - CORRECT ANSWER -Stereotyping
A cashier always smiles at customers as they go through the line, even when they are being
difficult. This is the cashier's primary behavior pattern. - CORRECT ANSWER -True
Perceptions refer to how a person reacts to situations or other people. - CORRECT ANSWER -
False
The people who are most likely to have a functionally decorated office are those of the
_________style. - CORRECT ANSWER -Decisive
The expressive style exhibits nonverbal cues such as enthusiasm and wide inflection in voice. -
CORRECT ANSWER -True
Even though she knew Lai studied for the test, Maura assumed Lai did well because she was
Asian and all Asians are smart. This is a stereotype. - CORRECT ANSWER -True
Carl Jung divided behavior into two attitudes known as ________ - CORRECT ANSWER -introvert
and extrovert
, Nonverbal cues of a rational style person include intense and constant eye contact. - CORRECT
ANSWER -False
If your organization does not offer training in products and service, you should - CORRECT
ANSWER -Ask vendors and suppliers questions
Carl Jung divided behavior into two attitudes which he called constant and inconstant. -
CORRECT ANSWER -False
Which characteristic is attributed to the rational style preference? - CORRECT ANSWER -
Avoiding anger and conflict
People behaving in inquisitive or rational style tend to exhibit intermittent eye contact. -
CORRECT ANSWER -True
People who have a preference for the rational style tend to be impatient. - CORRECT ANSWER -
False
_________ style is the behavioral style preference most characterized
by being introverted and task focused. - CORRECT ANSWER -Inquisitive
The way someone views an item, situation, or others is called a (n)________ - CORRECT
ANSWER -perception
Which statement about the problem-solving model is true? - CORRECT ANSWER -Customers
often feel ownership for the solution when a problem is solved jointly.
When a company provides what is promised, dependably and with quality, it is considered to
be______ - CORRECT ANSWER -Trustworthy
