Professional Development Skills Exam Review
Course Introduction
This course is designed to equip students with essential professional development skills needed for success in the workplace. Emphasizing effective communication, teamwork, problem-solving, and leadership, the course introduces practical tools for personal branding, time management, and adaptability in diverse professional environments. Through interactive activities, self-assessment, and real-world case studies, students will develop competencies in networking, conflict resolution, ethical decision-making, and career planning, preparing them to navigate and advance in their chosen careers.
Recommended Textbook
Customer Service Skills for Success 6th Edition by Robert W. Lucas
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10 Chapters
550 Verified Questions
550 Flashcards
Source URL: https://quizplus.com/study-set/3121
Page 2
Chapter 1: The Customer Service Profession
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61868
Sample Questions
Q1) Offshoring refers to the practice of contracting with third-party companies outside the organization.
A)True
B)False
Answer: False
Q2) Employees of other departments or branches,co-workers and other people who work within the same organization are ____.
A) external customers
B) internal customers
C) online customers
D) current customers
Answer: B
Q3) The number of women in the workforce is projected to decrease from about 43 percent in the year 2000 to 39 percent by the year 2020.
A)True
B)False
Answer: False
To view all questions and flashcards with answers, click on the resource link above.
Page 3
Chapter 2: Contributing to the Service Culture
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61867
Sample Questions
Q1) Internal employees or external consultants who pose as customers in on-site visits,over the telephone,or online to determine how well customers are being served are known as:
A) mystery shoppers.
B) lobbyists.
C) jobbers.
D) category captains.
Answer: A
Q2) Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure and service culture of an organization.
A)True
B)False
Answer: True
Q3) The type of delivery system used by organizations to serve customers is not important.
A)True
B)False
Answer: False
To view all questions and flashcards with answers, click on the resource link above. Page 4
Chapter 3: Verbal Communication Skills
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61866
Sample Questions
Q1) Conflict always carries a negative connotation.
A)True
B)False
Answer: False
Q2) Which of the following is most likely to cause conflict?
A) Adequate communication
B) Personal styles similarities
C) Goals in sync with reality
D) Dependent outcomes
Answer: D
Q3) Aggressive communication aims at expressing dissatisfaction in a manner that does not create breakdown in the relationship.
A)True
B)False
Answer: False
Q4) Before providing feedback,taking into consideration the knowledge and skill level of customers is part of encoding.
A)True
B)False
Answer: True
To view all questions and flashcards with answers, click on the resource link above. Page 5
Chapter 4: Nonverbal Communication Skills
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61865
Sample Questions
Q1) In most Western cultures,the typical period of time that is comfortable for holding eye contact is _____ seconds.
A) 5 to 10
B) 15 to 20
C) 25 to 30
D) 35 to 40
Q2) The term gender communication is used to refer to communication between males and females.
A)True
B)False
Q3) _____ refers to the factors used to send messages that impact a customer's perception or feelings about a service provider of organization.
A) Perception checking
B) Gender communication
C) Miscellaneous cues
D) Semantics
Q4) Time allocation refers to the amount of attention given to a person or project.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 6
Chapter 5: Listening Skills
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61864
Sample Questions
Q1) The brain can comprehend messages delivered at:
A) the speed of sound.
B) rates of about 125 words per minute.
C) speeds four to six times faster than the average speaking rate.
D) speeds that rarely exceed 150 words per minute.
Q2) _____ is the primary means that many customer service professionals use to determine the needs of their customers.
A) Historical data
B) Listening
C) Survey
D) Hearing
Q3) True listening is the physical action of gathering sound waves through the ear canal,as opposed to hearing,which is an active learned process.
A)True
B)False
Q4) Once your ears pick up sound waves,the brain goes to work to focus or attend to what was heard.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 7
Chapter 6: Customer Service and Behavior
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61863
Sample Questions
Q1) A service provider should strive to provide seamless service that seems effortless and natural to the customer.
A)True
B)False
Q2) One of the four behavior groups characterized as people-oriented,fun-loving,upbeat and extroverted is the _____ style.
A) rational
B) inquisitive
C) decisive
D) expressive
Q3) In the decisive behavioral style,a strategy in response to a firm,active handshake is to return a weak,limp handshake.
A)True
B)False
Q4) Carl Jung divided behavior into two attitudes which he called constant and inconstant.
A)True
B)False
Q5) Discuss how we base our perceptions within a customer service framework.
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Chapter 7: Service Breakdowns and Service Recovery
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61862
Sample Questions
Q1) Which of the following is a good strategy for effectively handling demanding customers?
A) Accommodate every wish of the customer
B) Avoid addressing the customer using his or her name
C) Retaliate verbally when the customer becomes unreasonable
D) Be professional and respect the customer
Q2) Which of the following best defines talkative customers?
A) Customers exhibiting extroverted behavior and who are very people-oriented.
B) Customers who take pleasure in being obstinate and contrary when dealing with service providers.
C) Customers who seem to have their own agenda without concern for the feelings of others.
D) Customers who have definite ideas about what they want and are unwilling to compromise or accept alternatives.
Q3) Customer expectations can affect how service is delivered and perceived.
A)True B)False
Q4) List any five possible strategies to effectively handle dissatisfied customers.
Q5) What are the five phases to the service recovery process?
Q6) What are the six steps in the problem-solving model?
Page 9
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Chapter 8: Customer Service in a Diverse World
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61861
Sample Questions
Q1) A _____ enables websites to offer direct download or streaming of their content to customers or website users.
A) cache
B) blog
C) wiki
D) podcast
Q2) People choose different conflict resolution styles with regard to a culture or group.
A)True
B)False
Q3) Which of the following best defines diversity?
A) It refers to the perceptions or assumptions that individuals or cultures maintain.
B) It refers to the characteristics, values, beliefs, and factors that make people different, yet similar.
C) It refers to the long-term appraisals of the worth of an idea, person, place, thing, or practice held by individuals, groups, or cultures.
D) It refers to the way that cultures view propriety of dress and conduct.
Q4) List the basic guidelines for communicating effectively with diverse customers.
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10
Chapter 9: Customer Service Via Technology
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61860
Sample Questions
Q1) _____ is an electronic form of messaging between mobile,portable,or fixed devices over a telephone network.
A) Cloud computing
B) Texting
C) Media blending
D) Predictive dialing
Q2) Modern businesses rely heavily on the use of the telephone to conduct day-to-day operations and communicate with internal and external customers.
A)True
B)False
Q3) To say that technology has permeated almost every aspect of life in most developed countries would be an understatement.
A)True
B)False
Q4) Jargon,slang,and colloquialisms are friendly terms/phrases that make customers smile and should be used often.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 11
Chapter 10: Encouraging Customer Loyalty
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61859
Sample Questions
Q1) Which of the following best describes below average service?
A) Service at this level is not as expected and disappoints customers.
B) Service at this level is what is expected by a customer.
C) Service at this level is out of the ordinary and unexpected.
D) Service at this level goes beyond the normal and may pleasantly surprise the customer.
Q2) Core values are a set of standards which guides the conduct of all employees.
A)True
B)False
Q3) An effective approach to increasing sales is to focus on the features of a product or service and not the benefits.
A)True
B)False
Q4) A tip that can help provide quality service to customers is:
A) address the customer using his or her first name irrespective of their consent.
B) stay aware of the competition and the products offered by the competitor.
C) to focus on features of a product or service and not its benefits.
D) deny accountability while attending to the customer.
Q5) List the components in the customer relationship management process.
To view all questions and flashcards with answers, click on the resource link above. Page 12