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Customer Service Attitude and Technique The First Episode - Course introduction, communication model and four motivation methods

Publicado em :  2021/05/14

 

    1) How many major dimensions do the international service standards consist of?\n A) 3\n B) 4\n C) 5 (correct answer)\n D) 6\n 2) What is the acronym for the international service standards?\n A) RAT\n B) RATE\n C) RATER (correct answer)\n D) RATERS\n 3) Among the major dimensions of the international services standards, how many sub-items are included?\n A) 20\n B) 21 (correct answer)\n C) 22\n D) 23\n 4) What does UX, the newest concept in the service industry, represent?\n A) Superb Product\n B) Superb Service\n C) User Experience Recreation (correct answer)\n D) Experience exchange\n 5) Our brains are separated into left and right. What is each side responsible for in terms of communication?\n A) The left is responsible for words, math and logic while the right is responsible for non-verbal communication (correct answer)\n B) The right is responsible for words, math and logic while the left is responsible for non-verbal communication\n C) Depends on the person\n D) Depends on the age\n 6) What does the “C” refer to in the communication principles CDEF?\n A) Delivery\n B) Product (correct answer)\n C) Environment\n D) Emotion Transfer\n 7) What does the “D” refer to in the communication principles CDEF?\n A) Delivery (correct answer)\n B) Product\n C) Environment\n D) Emotion Transfer\n 8) In the communication principles CDEF, how many sensory elements does the “D”, Delivery, consider?\n A) 4\n B) 5 (correct answer)\n C) 6\n D) 7\n 9) In the communication principles CDEF, what does “E”, Environment, require the coordination of?\n A) Time, Location and People (correct answer)\n B) Customers and Staff\n C) Interior and exterior\n D) Company policies\n 10) In the communication principles CDEF, what does “F”, Face, not include?\n A) Identity\n B) Feeling\n C) Satisfaction\n D) Product longevity (correct answer)\n 11) PTUM is a traditional theory on motivating workers, proposed by psychologists and management specialists. What does the “P” in this theory refer to?\n A) The pay (salary) (correct answer)\n B) Playing\n C) Being Popular\n D) Person\n 12) PTUM is a traditional theory on motivating workers, proposed by psychologists and management specialists. What does the “T” in this theory refer to?\n A) Truth\n B) Trust (correct answer)\n C) Transformation\n D) Totality\n 13) PTUM is a traditional theory on motivating workers, proposed by psychologists and management specialists. What does the “U” in this theory refer to?\n A) Utilization of talent (correct answer)\n B) Enrolling in University\n C) Permission to Use\n D) Usual habits\n 14) PTUM is a traditional theory on motivating workers, proposed by psychologists and management specialists. What does the “M” in this theory refer to?\n A) Meaning (correct answer)\n B) Memory\n C) Money\n D) Empowering words\n 15) For the improved version of incentive theory, MDRT, on motivating workers proposed by psychologists and management specialists, what does the “D” in this theory refer to?\n A) Personal Development (correct answer)\n B) Dollars\n C) Dancing\n D) Company Development\n 16) Psychologist Maslow proposed different levels of needs that people require in life. Which level of need does it refer to when a staff member wishes for housing?\n A) Physiological needs\n B) Safety needs (correct answer)\n C) Love and belonging\n D) Esteem\n

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