HSC_Revision Chp 3 and 4_17 Feb'23

By finding out the dress code to an event, James aims to create a professional image through

• achievement.

• attire.

• looks.

• style.

Janet always reminds her retail staff that customers with disabilities have the exact needs as other customers and would like to be treated

• firmly.

• equally.

• uniquely.

• specially.

What is the correct way to address Agatha Chong Kim Choo who is a regular patron at the supermarket where you work?

• Ms Kim.

• Ms Choo.

• Ms Chong.

• Ms Agatha.

Gestures and sketching are necessary when you have to explain product use to those customers who are

• elderly.

• visually disabled.

• hearing-impaired.

• wheel-chair bound.

A “knuckle grinder” handshake shows

• security.

• insincerity.

• friendliness.

• aggressiveness.

A proper handshake requires clasp of

• no pressure.

• low pressure.

• high pressure.

• medium pressure.

If you are too quiet and hesitant, people will infer nervousness on your part. Which technique in establishing quick rapport does this scenario illustrates?

• Tone of voice.

• Go that extra mile.

• Express appreciation.

• Set the customer at ease.

Jonathan went into the luxury boutique to look for a birthday present for his girlfriend and was casually dressed in a T-shirt and Bermudas. When he tried to get the attention of the customer service representative, as he wanted to see the wallets in the showcase, they ignored him. The poor customer service was a result of perception based on

• Social roles.

• Group affiliations.

• Physical qualities.

• Psychological qualities.

Rosie, an elderly customer, expects a more senior staff to serve her. This could arise from the cultural value of

• taboos.

• modesty.

• societal roles.

• relationship building.

The generalization made about an individual or group not based on reality is known as

• association.

• categorization.

• grouping.

• stereotype.