Quizz 2 - Customer Service

Diversity is an important aspect of everyone’s life that can present many positive opportunities or negative challenges depending on your

knowledge of other people and groups.

• True

• False

Many people only associate the term diversity with the word cultural, which describes the differences between groups of people from

various countries and with differing beliefs.

• True

• False

The diverse nature of your customer population requires you to be aware of the various ways people from different cultures interact in the

business setting.

• True

• False

Values are the “rules” that people use to evaluate situations, make decisions, interact with others, and deal with conflict.

• True

• False

In some cultures, direct eye contact is often discouraged, for it suggests disrespect or overfamiliarity.

• True

• False

Today, all cultures use less formality in the business environment and do not stress the importance of using titles and family names as often

as they did in the past.

• True

• False

When encountering someone who speaks a language other than yours, you should avoid jokes, words, or acronyms that are tied to sports,

historical events, or specific aspects of your own culture.

• True

• False

In serving customers from some cultures, it is important to avoid the use of the word “no” because this word may cause the customer to

become embarrassed or experience a “loss of face.”

• True

• False

When a customer has a disability, deemphasize the disability by thinking of the person first and the disability second.

• True

• False

When dealing with an elderly customer, you should always be respectful.

• True

• False