FTCC MKT223 2020 September Module 3 Test Latest

FTCC MKT223 2020 September Module 3 Test Latest.

FTCC MKT223 2020 September Module 3 Test Latest

MKT223 Customer ServiceModule 3 Test    

QUESTION 1An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is a:

Problem event

Win-win situation

Rational situation

Long-term event

QUESTION 2The circadian rhythm “clock” often establishes a body’s least period of performance.



QUESTION 3Telling a customer, “You really don’t want that color, do you, Mrs. Brown?” is a:

Good method to get the customer to make a decision

Routine question asked by # 1 sales professionals

Very positive approach to decisions

Way to sound as if you are challenging the customer’s decision making

QUESTION 4Because of past experiences with other customers, you may be tempted to:

Ask the customer to go to another store for service

Make faulty assumptions

Make sure the customer is incorrect about your wishes

View the customer as a problem

QUESTION 5Listening and hearing are the same process.



QUESTION 6The Ritz-Carlton credo provides as its highest mission the genuine care and comfort of its employees.



QUESTION 7For someone who is a rational style and keeps communication brief, your strategy may be to:

Ask open-end questions to obtain information

Focus on their need for accuracy

Keep sentences brief

Focus on their need to be liked

QUESTION 8If a rational style customer has intermittent eye contact, a strategy you may use is to:

Focus on the negative aspect

Decrease your eye contact

Avoid smiling

Listen actively; make eye contact

QUESTION 9A nonverbal cue of someone who is expressive may be:

Forceful tone

Active body language

Short attention span

Fleeting eye contact

QUESTION 10All of the following are strategies for improving listening, except:

Stop talking

Prepare yourself

Listen actively


QUESTION 11To help you discover customer needs, you can gather information by observing all of the following, except:

Vocal qualities


Nonverbal expressions and movements

Home environment

QUESTION 12A likely behavior in the Inquisitive style is intermittent eye contact.



QUESTION 13The system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution is known as:



A win-win situation

A method of time management

Seamless service

QUESTION 14If someone is not time-conscious and may be late for appointments often, he or she may be a/an:

Rational style

Decisive style

Inquisitive style

Expressive style

QUESTION 15Mental factors that can cause a shift in focus in interacting with others are:



Unknown to most psychologists

Psychological distracters

QUESTION 16People whose preferences are the inquisitive style:

Communicate informally

Like to be on a first-name basis

Like to be with people even in leisure activities

Use cool, brief handshakes, often without a smile

QUESTION 17The four steps one completes while listening are all of the following, except:

Listening/forwarding the message


Comprehending/assigning meaning


QUESTION 18Research has given us self-assessment questionnaires and models for explaining personal behavior, such as the Myers-Briggs Type Indicator.



QUESTION 19The term that refers to the process of continually evaluating products and services to ensure that maximum effectiveness, efficiency and potential are being obtained from them is:

Customer service

Seamless service

Process improvement

Cultural awareness

QUESTION 20The way a person acts or reacts under certain circumstances is a typical:

Primary behavior pattern


Best style to have

Task-oriented behavior

QUESTION 21Observable tendencies or descriptive terms that identify categories of human behavior are known as:

Being rational

A fashion or style of dress

Behavioral styles

Human preferences

QUESTION 22A good listener should possess all of the following characteristics, except:



Understanding and patience

Attentiveness and objectivity

QUESTION 23In dealing with customers, try to avoid subjective opinions or judgments.



QUESTION 24An important point to remember is that there is one best behavioral style.



QUESTION 25If you display a confident, possibly arrogant demeanor, you may be a/an:


Rational style

Inquisitive style

Decisive style

Expressive style

QUESTION 26If a decisive pattern customer directly places blame on you the service provider, a strategy you may use is to:

Be brief, tell him or her what you can do and offer solutions

Seek reassurance

Give a weak handshake

Turn the customer over to someone else

QUESTION 27The brain can comprehend messages delivered at:

The speed of sound

Rates of about 125 words per minute

Speeds four to six times faster than the average speaking rate

Speeds that rarely exceed 150 words per minute

QUESTION 28Which of the following is not a suggested way to build strategic customer relationships?

Discover customer needs

Seek opportunities for service

Know your products and services

Say “no”

QUESTION 29Patience is not a significant factor when a language barrier or speech disability is part of the situation.



QUESTION 30Which of the following is not a preference attributed to the rational style?


Avoids anger and conflict

Relies on statement of facts, times and dates

Asks questions rather than states opinions

QUESTION 31Stereotyping people affects our relationships with others.



QUESTION 32     Sending back verbal and nonverbal messages to a message originator refers to:





QUESTION 33     The father of listening is Zig Ziglar.



QUESTION 34You may find yourself needing to refocus if any of the following occur:

You miss the game of the week on the company TV

You find yourself helping a customer make a decision

You know you have made some good advertising displays

You answer a question incorrectly because you did not hear it

QUESTION 35     Ineffective leaders according to research have the following characteristics, except:





QUESTION 36.   Factors that can limit performance or success in life are personal:





QUESTION 37 The persons who are most likely to have a functionally decorated office (all items have a purpose) are those of the:

Rational style

Inquisitive style

Decisive style

Expressive style

QUESTION 38     Congruence means that the group means well but does not function effectively.



QUESTION 39     Most people take listening skills for granted.



QUESTION 40.   One of the four behavior groups characterized as people-oriented, fun-loving, upbeat and extroverted is the:

Rational style

Inquisitive style

Decisive style

Expressive style

QUESTION 41     A passive physiological process of gathering sound waves and transmitting them to the brain for analysis is known as:





QUESTION 42     You cannot talk and actively listen at the same time.



QUESTION 43Which of the following is not an example of an external obstacle to listening?

Information overload



Ringing phones

QUESTION 44 The last step in the listening process is assigning meaning.



QUESTION 45Your opinions or beliefs about a specific group, situation, person or issue can sometimes:

Result in correct assumptions regularly

Lead to better service to customers

Reward the customer for being different

Cloud your ability to listen objectively


1.            Which is an example of something for which open-ended questions are not typically preferred?

Determine customer needs

Get one-syllable answers

Gather a lot of information

Uncover background data

QUESTION 47     We tend to base our perceptions of others and categorize people by thinking about all but which of the following?

Physical qualities

Social roles and behaviors

Psychological qualities and group affiliations

Observing and listening objectively

QUESTION 48     No matter which style tendencies a customer has, everyone likes to feel appreciated.



QUESTION 49     When someone is doing something with customers differently from your way, it means that the person is wrong.



QUESTION 50     Positive approaches to listening to a customer include:

Focusing on one or two details

Rushing a customer who seems to be processing information

Turning off noisy equipment, facing the person, making eye contact and smiling

Pushing a customer to make a decision after you have spent time presenting product information

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