CBSE FINAL EXAM QUESTIONS WITH CORRECT ANSWERS .

CBSE FINALEXAM QUESTIONS WITH kk k kk kk




CORRECT ANSWERS 2025/2026 kk kk kk




When interacting with a customer who has a rational style and keeps communication brief, your
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best strategy is to - CORRECT ANSWER -ask open-end questions to obtain information
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is an example of a nonverbal cue from someone who is
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kk expressive. - CORRECT ANSWER -Active body language kk kk kk kk kk kk




In dealing with customers, when someone is doing something with customers differently from your
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way, it most likely means that the person is wrong. - CORRECT ANSWER -False
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An important point to remember is that there is one best behavioral style: - CORRECT ANSWER -
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False
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Don Smith has been referred to as "old school." He prefers to address people as Mr. Jones or Ms.
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Johnson, rather than by their first names.
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Don's behavioral style would best be described as inquisitive. - CORRECT ANSWER -True
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A service provider should strive to provide seamless service that seems effortless and natural to the
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customer. - CORRECT ANSWER -True
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A service provider can partner with internal or external customers to solve problems and produce a
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win-win situation. - CORRECT ANSWER -True
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No matter which behavior style tendencies a customer demonstrates, most people want to feel
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appreciated. - CORRECT ANSWER -True
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,The kk behavioral style is characterized by a direct and confident approach to people, kk kk kk kk kk kk kk kk kk kk kk




and a desire for immediate gratification of needs or results. - CORRECT ANSWER -Decisive
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If a customer with a decisive behavior pattern uses aggressive body gestures and finger pointing at
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you, the service provider, a strategy you should use in response is to
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ANSWER -Not internalize the behavior kk kk kk kk




When Ralph moved to a large, urban area from the country, he tended to generalize about
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people from different ethnicities that was not based in reality because he didn't know anything
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about them. This is called
kk kk - CORRECT ANSWER -Stereotyping kk kk kk kk kk kk kk




A cashier always smiles at customers as they go through the line, even when they are being
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difficult. This is the cashier's primary behavior pattern. - CORRECT ANSWER -True
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Perceptions refer to how a person reacts to situations or other people. - CORRECT ANSWER - False
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The people who are most likely to have a functionally decorated office are those of the
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style. - CORRECT ANSWER -Decisive kk kk kk kk




The expressive style exhibits nonverbal cues such as enthusiasm and wide inflection in voice. -
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CORRECT ANSWER -True
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Even though she knew Lai studied for the test, Maura assumed Lai did well because she was Asian
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and all Asians are smart. This is a stereotype. - CORRECT ANSWER -True
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Carl Jung divided behavior into two attitudes known as
kk kk kk kk kk kk kk kk kk - CORRECT ANSWER -introvert
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and extrovert
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, Nonverbal cues of a rational style person include intense and constant eye contact. - CORRECT
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ANSWER -False
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If your organization does not offer training in products and service, you should - CORRECT ANSWER
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-Ask vendors and suppliers questions
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Carl Jung divided behavior into two attitudes which he called constant and inconstant. - CORRECT
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ANSWER -False
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Which characteristic is attributed to the rational style preference? - CORRECT ANSWER - Avoiding
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anger and conflict
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People behaving in inquisitive or rational style tend to exhibit intermittent eye contact. - CORRECT
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ANSWER -True
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People who have a preference for the rational style tend to be impatient. - CORRECT ANSWER -
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False
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style is the behavioral style preference most characterized
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kk by being introverted and task focused. - CORRECT ANSWER -Inquisitive
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The way someone views an item, situation, or others is called a (n)
kk kk kk kk kk kk kk kk kk kk kk kk - CORRECT
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ANSWER -perception
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Which statement about the problem-solving model is true? - CORRECT ANSWER -Customers often
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feel ownership for the solution when a problem is solved jointly.
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When a company provides what is promised, dependably and with quality, it is considered to be
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- CORRECT ANSWER -Trustworthy kk kk kk