Final's Study Guide Fall 2022

The diverse nature of your customer population requires you to be conscious of the numerous ways individuals from different cultures interact in a customer service setting.

• True
• False

Workplace discrimination is when an adverse or hostile job action is taken against a person because of a protected characteristic.

• True
• False

Each paragraph in a block format style letter is indented and is aligned on the left margin.

• True
• False

Leadership decisions do not affect team morale.

• True
• False

Keeping sensitive personal and business information private is called confidentiality.

• True
• False

Plagiarism is a characteristic of a good leader.

• True
• False

Your digital facemask is all of the information posted online about you.

• True
• False

Which primary behavior pattern is task-focused, detail-oriented, and introverted?

• Rational
• Inquisitive
• Expressive

CRM software can do all the following except what?

• Help to create mobile apps to update customers on company business and sales.
• Make the customer choose to buy the product.
• Send emails and coupons to prospective customers.

When dealing with a customer, you should do which of the following to prevent dissatisfaction and solve problems?

• Exceed the customer's expectations
• Respect the customer
• None of these