Customer Service Exam #2|51 Questions and
Answers
Behavioral Styles - -Descriptive term that identifies categories of human
behavior identifies by behavioral research.
- Primary Behavior Pattern - -Refers to a person's preferred style of dealing
with others
- Rational Style - -One of four behavioral groups characterized by being
quiet, reflective, task-focused, and systematic
- Rational People Characteristics - -*Listen and observe more than they talk
*Very Patient
*Do not complain even if they are internally irritated
*Exhibit pleasant eye contact and facial expressions
*Dislike calling attention to themselves
*Avoid conflict and anger
- Inquisitive Style - -One of the four behavioral groups, characterized by
being introverted, task-focused, and detail-oriented
- Inquisitive People Characteristics - -*Ask specific questions
*Rely heavily on facts, times, dates, and practical information
*Prefer to interact in writing
*Prefer formality and distance in interactions
*Use formal titles and names
*Very punctual and time-conscious
*Keep personal life separate from business
- Decisive Style - -One of four behavior styles, characterized by a direct, no-
nonsense approach to people and situations
- Decisive People Characteristics - -*Move quickly
*Seek immediate gratification of needs or results
*Work proactively toward a solution to a problem
*Are forceful and assertive in their approach
*Project a competitive nature
*Display a confident, sometimes arrogant demeanor
*Ask specific, direct questions, and give short direct answers
*Talk and interrupt more than listen
- Expressive Style - -One of the four behavior groups, characterized as
being people-oriented, fun-loving, upbeat, and extroverted
, - Expressive People Characteristics - -* Look for opportunities to socialize
and talk
*Project a friendly, positive attitude
*Enthusiastic and use wide free-flowing gestures
*Direct eye contact
*Smile and use open body language
*Get close and touchy
*Dislike routine
*Share feelings and express opinions or ideas easily
*Prefer informal use of names
*Not be time-conscious
*Speak loudly and expressively
- Problem Solving - -The system of identifying issues, determining
alternatives for dealing with them, then selecting and monitoring a strategy
for resolution
- Win-win Situation - -An outcome to a disagreement in which both parties
walk away feelings that they got what they wanted or needed
- Perceptions - -How someone views an item, situation, or others
- Stereotypes - -Generalization made about an individual or group and not
based on reality. Similar people are often lumped together for ease in
categorizing them.
- Service Breakdown - -Situations when customers have expectations of a
certain type or level of product or service that are not met by a service
provider
- Customer Expectations - -The perceptions that customers have when they
contact an organization or service provider about the kind, level, and quality
of products and services they should recieve
- Difficult customers - -People who challenge a service provider's ability to
deliver service and who require special skills and patients
- Characteristics of Difficult Customers - -*Dissatisfied with your service or
products
* Indecisive or lack knowledge about product/service
*Are rude or inconsiderate of others
*Talkative
*Internal customers with special requests
*Speak in a different language than your own
*Are elderly and need extra assistance
Answers
Behavioral Styles - -Descriptive term that identifies categories of human
behavior identifies by behavioral research.
- Primary Behavior Pattern - -Refers to a person's preferred style of dealing
with others
- Rational Style - -One of four behavioral groups characterized by being
quiet, reflective, task-focused, and systematic
- Rational People Characteristics - -*Listen and observe more than they talk
*Very Patient
*Do not complain even if they are internally irritated
*Exhibit pleasant eye contact and facial expressions
*Dislike calling attention to themselves
*Avoid conflict and anger
- Inquisitive Style - -One of the four behavioral groups, characterized by
being introverted, task-focused, and detail-oriented
- Inquisitive People Characteristics - -*Ask specific questions
*Rely heavily on facts, times, dates, and practical information
*Prefer to interact in writing
*Prefer formality and distance in interactions
*Use formal titles and names
*Very punctual and time-conscious
*Keep personal life separate from business
- Decisive Style - -One of four behavior styles, characterized by a direct, no-
nonsense approach to people and situations
- Decisive People Characteristics - -*Move quickly
*Seek immediate gratification of needs or results
*Work proactively toward a solution to a problem
*Are forceful and assertive in their approach
*Project a competitive nature
*Display a confident, sometimes arrogant demeanor
*Ask specific, direct questions, and give short direct answers
*Talk and interrupt more than listen
- Expressive Style - -One of the four behavior groups, characterized as
being people-oriented, fun-loving, upbeat, and extroverted
, - Expressive People Characteristics - -* Look for opportunities to socialize
and talk
*Project a friendly, positive attitude
*Enthusiastic and use wide free-flowing gestures
*Direct eye contact
*Smile and use open body language
*Get close and touchy
*Dislike routine
*Share feelings and express opinions or ideas easily
*Prefer informal use of names
*Not be time-conscious
*Speak loudly and expressively
- Problem Solving - -The system of identifying issues, determining
alternatives for dealing with them, then selecting and monitoring a strategy
for resolution
- Win-win Situation - -An outcome to a disagreement in which both parties
walk away feelings that they got what they wanted or needed
- Perceptions - -How someone views an item, situation, or others
- Stereotypes - -Generalization made about an individual or group and not
based on reality. Similar people are often lumped together for ease in
categorizing them.
- Service Breakdown - -Situations when customers have expectations of a
certain type or level of product or service that are not met by a service
provider
- Customer Expectations - -The perceptions that customers have when they
contact an organization or service provider about the kind, level, and quality
of products and services they should recieve
- Difficult customers - -People who challenge a service provider's ability to
deliver service and who require special skills and patients
- Characteristics of Difficult Customers - -*Dissatisfied with your service or
products
* Indecisive or lack knowledge about product/service
*Are rude or inconsiderate of others
*Talkative
*Internal customers with special requests
*Speak in a different language than your own
*Are elderly and need extra assistance
