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Service Psychology Final Quiz

Total questions: 94

Worksheet time: 2hrs 46mins

Name
Class
Date
1.

What does self-motivation do?

a)

Pushes you forward.

b)

Holds you accountable to others.

c)

Holds you back from making mistakes or being impulsive.

d)

Makes you doubt yourself.

2.

True or false: Everyone is motivated by the same things.

a)

True.

b)

False.

3.

What is a factor in self motivation?

a)

Self confidence and self efficacy.

b)

Positive thinking.

c)

Focus on goals.

d)

A motivating environment.

e)

All of the above.

4.

Which of the following is a useful tip for self-motivation?

a)

Comparing yourself to people on social media.

b)

Figuring things out on your own without asking for help.

c)

Breaking down bigger goals into smaller more manageable ones.

d)

Surrounding yourself with overly competitive people.

5.

Which of the following can be used as a way to motivate yourself?

a)

Daily affirmations.

b)

Getting enough sleep.

c)

Celebating your accomplishments.

d)

All of the above.

6.

What is the key difference between intrinsic motivation and extrinsic motivation?

a)

Intrinsic motivation is easy to achieve, but extrinsic motivation is more difficult.

b)

Intrinsic motivation comes from internal sources, while extrinsic motivation comes from extrernal sources.

c)

There are no differences between intrinsic and extrinsic motivation.

d)

Intrisic motivation is taught at home and extrinsic motivation is taught at school.

7.

Service that needs the participation of the customer himself.

a)

Co-created

b)

Customer based

c)

Helper system

d)

Cooperative

8.

Varies depending on different factors such as season or time of day.

a)

Fluctuating demand

b)

Need dependant

c)

Flexible

d)

Intangible

9.

What is not an aspect of service design?

a)

Resources to connect people and/or machines

b)

Environmental

c)

Process and experience

d)

Focus on interaction between person and artifact

10.

Below are the distinctive characteristics of service, except ...

a)

Intangibility

b)

Simultaneity

c)

Standardization

d)

Perishability

11.

What is the Service Blueprint used for?

a)

A flowchart on how a service will be delivered.

b)

Specifying the physical evidence to facilitate customers.

c)

A guidance for staff actions and interactions with customers.

d)

All are correct.

12.

A tool to capture, diagnose and evaluate customer experiences a service over time is called ...

a)

Servicescape

b)

Customer Journey Map

c)

Business Canvas Model

d)

Service Package

13.

The psychological benefits that the customer may sense while experiencing a service, such as a prestige of studying at the Industrial Engineering Program of BINUS University is called ...

a)

Explicit Services

b)

Implicit Services

c)

Heterogeneous Services

d)

Intangible Services

14.

An example of physical evidence of a courier service is ...

a)

Friendly staff

b)

On time delivery

c)

Tracking system

d)

Delivery fleet/vehicles

15.

Major Factors in Design Strategy except

a)

Cost

b)

Quality

c)

Customer Satisfaction

d)

Customer Advantage

16.

Which of the following is the correct order of Life Cycle Stages of Product/Service Design?

a)

Growth, Introductory, Saturation, Maturity, Decline

b)

Introductory, Growth, Maturity Saturation, Decline

c)

Growth, Maturity, Saturation, Decline, Introductory

d)

Introductory, Maturity, Growth, Decline, Saturation

17.

Main Focus objective of product or service design

a)

Cost or Profit

b)

Quality

c)

Appearance

d)

Customer Satisfaction

18.

Customer Journey is about understanding our customers so that we can ...?

a)

To better serve our customers every step of the way

b)

To better the community

c)

To identify how we can improve their shopping experience

d)

To gather feedback from our customers

19.

Which of the following statement is true?

a)

Customer is our number one priority, even though they may not always be right.

b)

Ensure that customer is able to navigate around our store to find what they want easily by following them.

20.

Which one of the following is NOT an open-ended question?

a)

Are we shopping with an occasion in mind?

b)

What can I get for you today?

c)

Are you looking for anything in particular today?

d)

What do you think about the items I've selected for you?

21.

What is the first stage on the Customer Journey?

a)

Need recognition

b)

Information Search

c)

Evaluation of Alternatives

d)

Purchase Decision

22.

How long do you have to make a first impression?

a)

7 Seconds

b)

17 Seconds

c)

70 Seconds

d)

7 Minutes

23.

What percentage of complaints do you hear about?

a)

1 in 10

b)

1 in 50

c)

1 in 500

d)

1 in 25

24.

How many people could hear about a bad experience?

a)

6

b)

60

c)

600

d)

6000

25.

What is the first thing to do when handling a complaint?

a)

Run away

b)

Get the manager

c)

Apologise

d)

Argue back

26.

Your most unhappy customer is your greatest source of.....

a)

Aggravation

b)

Learning

c)

Income

d)

Frustration

27.

Which of the following demonstrates respect:

a)

Being Polite

b)

All of the Options

c)

Being consistent in your actions

d)

Encouragement & Implementation of ideas

28.

Which statement about customer service is correct?

a)

Excellent customer service results in a more positive business

reputation.

b)

Excellent customer service results in more promises and

therefore more lawsuits.

c)

Excellent customer service results in fewer loyal customers.

d)

Excellent customer service results in lower wages.

29.
A customer service problem happens when
a)
A customer asks for the manager
b)
serving the customers becomes unprofitable
c)
customer complaint is ignored
d)
customer service does not meet expectations
30.

What is cognitive psychology?

a)

refers to all processes by which sensory input is transformed, elaborated, stored, recovered, and used.

b)

the study of the physical operations that support people's movement and use of boyd-parts.

c)

the study of interaction among people and communities, organization-non-organizational

d)

the study of the mental operations that support people's acquisition and use of knowledge.

31.

_____________ breaks down everyday things into distinct, basic elements such as sensations, feelings, and images.

a)

Behavioralism

b)

Connectionism

c)

Structuralism

d)

Functionalism

32.

Which of these descriptions most accurately relates to the traditional role cognitive psychologists typically play in psychology?

a)

Studying in the ways cognitive processes change throughout the lifespan.

b)

Studying mental processes and how they relate to perception, attention, and decision making.

c)

Studying the mental processes involved in thinking about others and their social interactions

d)

Studying the association between mental processing and brain activity.

33.
The unconscious mind influences everything we do.
a)
Biological perspective
b)
Behavioral perspective
c)
Cognitive perspective
d)
Psychodynamic perspective
34.
If a child is behaving poorly, it is likely because this behavior has been rewarded somehow.
a)
Social-cultural perspective
b)
Behavioral perspective
c)
Biological perspective
d)
Psychodynamic perspective
35.
Anxiety is the result of repressed traumatic childhood experiences.
a)
Psychodymanic perspective
b)
Cognitive perspective
c)
Behavioral perspective
d)
Biological perspective
36.
An imbalance of hormones can contribute to aggressive behavior.
a)
Biological perspective
b)
Psychodynamic perspective
c)
Humanistic perspective
d)
Cognitive perspective
37.
Teachers will get students to study more by offering extra credit.
a)
Humanistic perspective
b)
Social-cultural perspective
c)
Behavioral perspective
d)
Cognitive perspective
38.

It stresses the influence of unconcious fears, desires, motivation, on thoughts and behavior.

a)

Cognitive Approach

b)

Behavioral Approach

c)

Psychoanalytic Approach

d)

Biological Approach

39.

Emphasizes that each individual has great freedom in directing his or her future, a large capacity in achieving personal growth.

a)

Humanistic Approach

b)

Cross-cultural Approach

c)

Behavioral Approach

d)

Psychoanalytic Approach

40.

The scientific study of behavior and mental processes

a)

Psychiatry

b)

Psychology

c)

Behavior

d)

Science

41.

Everything we do that can be directly observed

a)

Constructs

b)

Cognitive Processes

c)

Behavior

d)

Science

42.

Processes that involve changes in an individual's thought, intelligence, and language

a)

Constructs

b)

Cognitive Processes

c)

Pseudoscience

d)

Science

43.

Which perspective deals with interactions between cultures, age groups, authority, religion, etc.?

a)

psychodynamic

b)

cognitive

c)

social-cultural

d)

biological

44.

Which of these is NOT part of Freud's 3-part theory of consciousness?

a)

Ego

b)

Id

c)

Structuralism

d)

Super-Ego

45.

Which of the following is known as the founder of Psychoanalysis?

a)
Sigmund Freud
b)
Abraham Maslow
c)
Ivan Pavlov
d)
B.F. Skinner
46.

An enduring evaluation, positive or negative, of people, objects, or ideas.

a)

influence

b)

schema

c)

attitude

d)

personality

47.

What is Behaviorism?

a)

The view of psychology as an objective science that only studies the behaviors but left apart the mental processes.

b)

The view of psychology as a science that can't be measure because it focuses on feelings.

c)

The view of psychology as an objective science that studies the behaviors related to mental processes.

48.

How are defense mechanisms related to psychology?

a)

Are random responses cause by a disorder.

b)

Are mechanisms that we inherit from our parents

c)

Those mechanism are responses that our mind do in other to protect the person

d)

Are nonsense responses to random situations.

49.

Stress manifests itself...

a)

Mentally

b)

Physically

c)

Emotionally

d)

All of the above

50.

Stress is...

a)

Entirely Bad

b)

Avoidable

c)

Okay to experience

d)

Always good

51.

Which is NOT a symptom of stress?

a)

Improved Mood

b)

Headache

c)

Stomach Ache

d)

Insomnia

52.

What can you control?

a)

Other people's actions

b)

Past mistakes

c)

Outcomes

d)

How you handle challenges

53.

If you're stressed about an upcoming assignment, you should...

a)

Work as hard as possible

b)

Relax as much as possible

c)

Take breaks when working to decompress

d)

None of the above

54.

Video Games are...

a)

Not a good way to destress

b)

Stress inducers

c)

Can be a great de-stressor for some

d)

Not good use of time

55.

Which is correct?

a)

You can control what stresses you

b)

You can control how your body reacts to stress

c)

You can control outcomes of things

d)

You can control how you deal with stress

56.

Positive Stress is

a)

Bad Stress

b)

Stress that allows you to not do anything

c)

Stress that is awesome

d)

Stress that can help you reach your goals

57.

What is negative stress

a)

Stress that prevents you from doing what you need to do

b)

Stress that is good

c)

stress is amazing

d)

Stress that allows you to be who you are

58.

What is a Stressor

a)

Good things

b)

Bad things

c)

Things that cause stress

d)

fun

59.

Which of the following is an emotional symptom of stress?

a)

Feeling angry

b)

Sweating

c)

Upset Stomach

d)

Shaking hands

60.

If you have tried all of your usual coping mechanisms but still feel stressed out what should you do?

a)

Watch TV

b)

Take a nap

c)

Talk to a trusted adult

d)

Take some time off from everything

61.

Who is the main proponent of the psychoanalytic theory?

a)

Carl Jung

b)

Carl Rogers

c)

Sigmund Freud

d)

Benjamin Bloom

62.

It is the part wherein thoughts and perceptions are located?

a)

EGO

b)

SUBCONSCIOUS

c)

PRECONSCIOUS

d)

CONSCIOUS

63.

It is the level wherein a person access their memories and stored knowledge?

a)

SUPEREGO

b)

CONSCIOUS

c)

SUBCONSCIOUS

d)

ID

64.

It is the deepest level in the mental iceberg wherein all tendencies are in prison.

a)

EGO IDEAL

b)

UNCONSCIOUS

c)

SUPEREGO

d)

SUBCONSCIOUS

65.

It is the moral principle of the Freudian personality structure.

a)

ID

b)

EGO IDEAL

c)

CONSCIOUS

d)

SUPEREGO

66.

It shows the behavior from the combination of all the interactions between personality structures.

a)

SUBCONSCIOUS

b)

EGO

c)

SUPEREGO

d)

ID

67.

It is referred as the "little devil" wherein all negative aspects of the personality structure lives.

a)

SUPEREGO

b)

PRECONSCIOUS

c)

ID

d)

EGO IDEAL

68.

Which of the following statements BEST describes the FREUDIAN TRIPARTITE

a)

Superego must be powerful more than ID

b)

Ego should be always conforming to standards

c)

Ego, ID and Superego should maintain balance.

d)

Ego should be always in line with goodness.

69.

Which of the following STATEMENTS is TRUE about the mental iceberg?

a)

We only prioritize our conscious state.

b)

Our subconscious is always accessible.

c)

Unconscious level reflects in the conscious behavior.

d)

Conscious states control all levels of the iceberg.

70.

How do you strengthen your moral standards for the superego?

a)

FAMILY

b)

SCHOOL

c)

SPIRITUALITY

d)

FRIEND'S ADVICE

71.
This personality type tries  to meet the desires of the id in a way that is socially acceptable in the world. It deals with the reality.
a)
Selfie
b)
Id
c)
Superego
d)
Ego
72.
The "Id" is defined as which part of your human personality?
a)
Based on morals and judgments about  right and wrong 
b)
Dealing with reality
c)
Needing to look good
d)
Meeting basic needs
73.
Sally was thirsty. However, she knew that her server would be back soon to refill her water glass, so she waited until then to get a drink, even though she really just wanted to drink from Mr. Smith’s glass. What is this an example of?
a)
Ego
b)
Id
c)
Latin
d)
Superego
74.
In line at the salad bar, Amy was so hungry that she shoved a handful of croutons in her mouth as she waited for the line to move. This is an example of what?
a)
Freud
b)
Id
c)
Superego
d)
Ego
75.
Sarah knew that she could steal the supplies from work and no one would know about it. However, she knew that stealing was wrong, so she decided not to take anything even though she would probably never get caught.
What is this an example of?
a)
Superego
b)
Ego
c)
Dishonesty
d)
Id
76.
Who developed a  psychoanalytic personality theory which involved the id, ego and superego?
a)
B.F. Skinner
b)
Erik Erikson
c)
Sigmund Freud
d)
William Golding
77.

__________________ is a type of government where the leader has total control and individual freedoms are denied.

a)

Fascism

b)

Democracy

c)

Representative Democracy

d)

Parliamentary Governement

78.

Who was the leader of the Soviet Union during WWII?

a)

Winston Churchill

b)

Vladimar Putin

c)

Joseph Stalin

d)

Adolf Hitler

79.

Who was the leader of Germany during WWII?

a)

Adolf Hitler

b)

Benito Mussolini

c)

Joseph Stalin

d)

Hidecki Tojo

80.

Who was the leader of Italy during WWII?

a)

Benito Mussolini

b)

Harry Truman

c)

Winston Churchill

d)

Joseph Stalin

81.

What was the name of the political party led by Adolf Hitler?

a)

Republican Party

b)

Communist Party

c)

Democratic Party

d)

Nazi Party

82.
Psychology is defined as:
a)
the study of behavior and mental processes
b)
the study of behavior
c)
the scientific study of behavior and mental processes
d)
the science of behavior and consequences
83.

Who is the founder of psychoanalysis?

a)

William James

b)

Sigmund Freud

c)

John Watson

d)

Carl Rogers

84.

One of the most famous of the humanistic psychologists, he came up with the idea of self-actualization.

a)

Wilhelm Wundt

b)

Sigmund Freud

c)

Cameron Rogers

d)

Abraham Maslow

85.

A major branch of psychology that relies on a study of the role of the unconscious in influencing our behavior as well as the importance of early childhood.

a)

Psychoanalysis

b)

Humanistic analysis

c)

Cognitive analysis

d)

Biological analysis

86.

The branch of psychology that only deals with behavior that can be observed and measured.

a)

Cognitive

b)

Biological

c)

Behavioral

d)

Humanistic

87.

What did Sigmund Freud consider as the key to understanding the nervous disorders he observed?

a)

free will

b)

brain physiology

c)

the unconscious mind

d)

external consequences

88.

Which of these is the most accurate definition of the discipline of psychology?

a)

the scientific study of behavior and mental processes

b)

the scientific study of mental processes

c)

the scientific study of behavior

d)

the scientific study of human behavior and mental processes

89.
What is psychology? 
a)
The study of behavior. 
b)
The study of mental processes.
c)
The study of the mind.
d)
All of the above. 
90.
Psychologists are interested in a number of things, such as_________________________.
a)
How a person grows and matures. 
b)
Learning, memory, growth and development. 
c)
What someone has inherited from their parents. 
91.

Which of these are not one of your 5 senses?

a)

Sight

b)

Hearing

c)

Taste

d)

Feeling

e)

Smell

92.

What does cognitive mean?

a)

refers to thinking, conscious and mental processes

b)

being aware of your surroundings

c)

being able to take in information from your environment (e.g. sight)

d)

studying the brain and human behaviour

93.

Who studied unconscious and conscious behavior?

a)

Sigmund Freud

b)

B.F. Skinner

c)

Ivan Pavlov

d)

John B. Watson

94.

Which type of psychologist would most likely study a subject group from kindergarten to adulthood?

a)

Human-Factors

b)

Clinical

c)

Neuro

d)

Developmental

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