WorksheetsBB40 3.03-3.05
Total questions: 40
Worksheet time: 20mins
All the ways in which people differ are known as
Culture
Diversity
Subculture
Ethnocentrism
Which of the following characteristics is a primary dimension of diversity:
Age
Income
Language
Religion
Which of the following characteristics is a secondary dimension of diversity:
Race
Ethnicity
Gender
Geographic location
Valuing diversity means
Valuing diversity means
minimizing differences
acknowledging differences as assets.
acknowledging differences as problems.
Which of the following is evidence that diversity cannot be avoided:
Language barriers
The demographic makeup of today’s workforce
Stereotypes and prejudices
The value placed on individualism
Barry’s family is originally from Ireland. Their customs, habits, and traditions are known as their
religion.
diversity.
stereotype.
culture.
Even though she’s very different from them, Marci values her coworkers and their ideas. She’s willing to adjust her opinions and behaviors because she shows
communication.
cultural sensitivity.
ethnocentrism.
prejudice
Tom believes that his own culture is naturally better than other cultures. This is an example of
cultural sensitivity.
diversity
individualism
ethnocentrism.
Judgments based on feelings rather than facts are
stereotypes.
religious differences
prejudices.
color associations
Frances is meeting with some potential clients who are from out of the country, and she isn’t sure what their negotiation style is like. She doesn’t want to offend them, so she should
assume their negotiation style is the same as hers.
avoid doing business with them
do some research on their country’s typical negotiation style.
be direct and confrontational to avoid miscommunication
Which of the following causes the greatest number of cultural sensitivity issues:
Level of comfort with uncertainty
Globalization
Communication
Relationships to time and space
If you take too much personal credit for your work on a group project, you might offend a group member who comes from a culture of
individualism.
ethnocentrism.
bias.
collectivism.
The role of women can cause cultural sensitivity issues because
women exceed men’s accomplishments in higher education
men avoid working for women
in many cultures, women do not have complete independence
women usually do not become managers
Associations with color are cultural issues that are most important for
families.
businesses
travelers.
individuals.
To be culturally sensitive, international businesses must be careful about how brand names
affect domestic sales
translate into other languages
look in different fonts
relate to the company
To be culturally sensitive, you must
forget your own culture
avoid diversity
erase stereotypes.
agree with everyone
Hannah attends a Greek festival in her town. She’s showing cultural sensitivity by
educating herself.
being flexible and patient
building friendships.
communicating
The best way to build a friendship with someone who’s different from you is to
avoid being yourself
look for common ground.
ignore your differences
join a sports team together.
Why is it important to be patient when learning to exhibit cultural sensitivity?
You’ll never make mistakes.
It’s a one-time goal.
You will definitely offend someone.
It’s a lifelong process.
Many cultural sensitivity issues can be solved by focusing on
stereotypes.
religious differences.
business goals
communication.
One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to:
send daily opt-in e-mail messages to customers.
maintain detailed information about customers' transactions.
sell its customer list to third parties without permission.
implement a comprehensive customer privacy policy.
How does having a customer-service mindset benefit a business's employees?
It increases the employees' efficiency levels.
It helps the business achieve its profit goals.
It creates a competitive work environment
It helps employees advance in their careers.
As employees go about their daily activities, their actions should be driven by whether the actions will:
be witnessed by customers.
result in additional sales.
bring them personal fulfillment.
result in customer satisfaction.
An irate business customer yells at you because of a billing error. What should you do to demonstrate a customer-service mindset in the following situation?
Make sure the mistake is corrected.
Blame the billing department.
Get as upset as the customer.
Call the customer's supervisor to complain.
What should employees do to maintain a customer-service mindset?
Listen to the words of soothing songs.
Maximize conversations with coworkers.
Devote their full attention to customers.
Decide how to spend their break time.
The direct benefit that a business receives when its salespeople can answer customers' inquiries is that:
well-informed salespeople develop confidence in themselves.
customers like knowledgeable salespeople.
customers get the information they want.
knowledgeable salespeople are more likely to make sales.
Salespeople who are well informed about the brands, sizes, and styles of goods that the business offers can easily answer which of the following customer questions?
What merchandise is carried by the business?
What is the business's return policy?
What type of credit does the business offer?
What hours is the business open?
Employees who are in contact with customers can reinforce the company’s service orientation by dressing professionally and:
maintaining a positive attitude.
offering deep discounts to loyal customers.
referring customer complaints to others.
using consensus-building skills.
Emphasizing customer service can help a business to be:
competitive.
innovative.
objective.
possessive.
When Andrew helps Mrs. Green select a product, he summarizes Mrs. Green’s request in his own words to clarify his understanding. Andrew is engaging in:
creative thinking.
nonverbal communication.
active listening.
idle conversation.
One way for employees to demonstrate a service orientation to customers is to reinforce verbal communication with:
vast personal knowledge.
positive body language.
good training methods.
effective pricing plans
Businesses develop policies to help employees deal with customers the same way in similar situations so that employees will:
give personal favors.
treat customers differently.
treat customers fairly.
offer special privileges.
What is a factor that affects a business's selection of policies to guide its operations?
Communication skills of employees.
Personal preferences of management.
Nature of the business.
Space available to display policies.
What is one of the purposes of having business policies?
To encourage customers to make frequent exchanges.
To make sure the business's actions are consistent.
To ensure that the business makes a profit.
To allow employees to make decisions regarding customers
An important reason for having business policies is that policies:
are the responsibility of management.
help employees to make consistent decisions.
provide employees with satisfaction.
even out the workload for employees.
By accurately explaining the company’s policies to customers, salespeople often are able to avoid misunderstandings with customers and improve the company’s:
goals.
routine.
image.
rules.
Tom is meeting with a wealthy entrepreneur from Argentina in a few weeks. Tom admits that he does not know much about Argentina’s culture and customs. What advice would best help Tom prepare for his meeting?
Learn about Argentina’s culture from reputable sources and adapt his communication style so that he doesn’t do something that will offend the client.
Take an online course to learn French so Tom can fluently communicate with the client in his/her native language.
Require the client to hire an interpreter to attend the meeting because this will reduce the risk of miscommunication.
Tell Tom not to worry about language barriers and social differences because most Argentinians are familiar with the American customs.
What should help business people adapt their communication styles to appeal to clients from other cultures?
Being respectful, indifferent, and honest.
Being confident, biased, and manipulative.
Being sensitive, transparent, and demanding.
Being patient, flexible, and empathetic.
What are business people who fail to adapt their communication styles to appeal to their international clients likely to do?
Offend the clients
Earn the clients' trust
Impress the clients
Persuade the clients to buy
One way to show respect for foreign clients' cultural and social differences is to:
use slang and idioms frequently.
pronounce their names correctly.
always speak in your native language.
embrace cultural stereotypes.
