UNIVERSITY OF SOUTHERN MINDANAO

Kabacan, Cotabato
Philippines
TEST QUESTIONNAIRE

BUSINESS ADMINISTRATION DEPARTMENT

MM322-CUSTOMER RELATIONS
FINAL EXAMINATION

GENERAL INSTRUCTIONS:
1. Write your name, year/course/section and class schedule on the answer sheet that is provided to you.
2. This is a closed-book and closed notes examination.
3. No moving out of the room while examination is going on.
4. Any discussion or otherwise inappropriate communication between examinees, as well as the appearance of
any unnecessary material or cell-phone usage, will be dealt with severely.

I. Multiple Choice. SHADE the letter that corresponds to the best/most appropriate answer.

1. it’s one the most powerful body language skills.It is also called as attending skill.
A. Leaning Forward D. Facing the customer
B. Eye Contact E. Leaning Backward
C. Nodding

2. In many Asian countries, making strong and continuous eye contact with another person during a conversation
is considered rude. What are these countries mentioned by Leland and Bailey in particular?
A. Japan, Korea, Thailand D. Japan, Indodesia, Thailand
B. Japan, Singapore, Thailand E. Japan, Indonesia, Singapore
C. Japan, China, Singapore

3. In many parts of the world, a nod up and down means “Yes.” However, Other countries do have a different
interpretation. When you nod your head up and down in those countries, you’re saying “No,” and when you shake
your head back and forth, you’re saying “Yes.” What are these countries in particular as mentioned by Leland and
Bailey.
A. Turkey, Iraq, Bulgaria D. Turkey, Iran, Bulgaria
B. Turkey, India, Bulgaria E. Turkey, India, Belgium
C. Turkey, Iran, Belgium

4. This hand gesture/ action signify a readiness to conclude the meeting or conversation.
A. Placing the cap on a pen and putting it in a pocket D. Rattling loose change in a pocket
B. Tapping fingers on the tabletop E. None of the Above
C. Repeatedly clicking a ball point pen

5. This action means the customer is either uneasy or deep in thought.

A. Placing the cap on a pen and putting it in a pocket D. Rattling loose change in a pocket
B. Tapping fingers on the tabletop E. None of the Above
C. Repeatedly clicking a ball point pen

6. When giving directions, this gesture is appropriate in conveying an invitation to move or look in a certain
direction.
A. pointing with index finger straight out D. Palm-out
B. Close-hand gestures E. Both C and D
C. Flat Hand

7. A few years ago, a major university conducted a study on how people receive messages from other people.
Based on the research, at what percentage do we learn through body language?
A. 55% C. 54%
B. 56% D. 57%

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E. 53%

8. What is the most acceptable form of touching in the American work environment?
A. Handshake D. “Beso Beso”
B. Putting an arm around the customer’s shoulder E. None of the Above
C. Slapping the customer on the back

9. Most the entire message you project to a customer over the phone is communicated through your tone of
voice. Slow speed and low pitch communicate the message,
A. “I’m depressed and want to be left alone.” D. Both A and B.
B. “I’m angry and not open to input!” E. Both B and C
C. “I don’t believe what I’m hearing.”

10. It is the wave-like movement of highs and lows in the pitch of your voice.
A. Reflection D. Inflection
B. Infection E. Inflation
C. Replication

11. It is approximately matching your customer’s rate of speech and intensity of feeling.
A. Facing D. Leveling
B. Phasing E. None of the Above
C. Pacing

12. According to Leland and Bailey, The average American speaks at a rate of how many words per minute?
A. 100 to 160 D. 100 to 165
B. 100 to 170 E. 100 to 155
C. 100 to 150

13. Arrange the following points of telephone etiquette for putting customers on hold :
1. Tell customers why they will be put on hold.
2. Ask customers if you may put them on hold.
3. Thank customers for holding after returning to the line.
4. Wait for their response.
5. Give the caller a time frame and explain how long the customer will be on hold.

A. 52143 C. 24153 E. 24135

B. 12543 D. 12453

14. Arrange the following points of telephone etiquette for transferring customers :
1. Explain why the caller is being transferred and to whom.
2. Make sure that someone will pick up the call before you end it.
3. Ask the customer whether he or she wants to be transferred.
4. Tell the person to whom you’re transferring the call the caller’s name and the purpose of the call

A. 1234 C. 3421 E. 3241

B. 2134 D. 1324

15. Arrange the following points of telephone etiquette for taking a message from the customers :
1. Offering to help the caller yourself, take a message, or transfer the call to another capable party.
2. Explaining your co-worker’s absence in a positive light.
3. Writing down all of the caller’s important information and attaching any pertinent files.
4. Informing the caller of the general availability of the person to whom he wants to talk before asking for the
caller’s name.
5. Giving the caller an estimated time of your co-worker’s return.

A. 45132 C. 24513 E. 24153

B. 51324 D. 24135

16. Arrange the following key actions of telephone etiquette for ending calls:
1. Write down any important information as soon as you hang up the phone.
2. Ask the caller whether you can do anything else for him or her
3. Allow the caller to hang up first so that she doesn’t accidentally get cut off in the middle of a sentence.

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 4. Thank the customer for calling and let him know that you appreciate his for addressing his concern (if there
is one).
5. Recap all steps that you are going to take to ensure that you and the customer agree on what’s need to be
done.

A. 52143 C. 54213 E. 42513

B. 42531 D. 42351

17. Maria is calling in to order a pizza in Alberto’s. She wants to order a one family size of Pepperoni and 2 regular
supreme amounting to 500 pesos. The address of the customer is at Matina Davao City. After receiving the order,
what should the service provider do next?
A. Ask Maria if she needs anything else. D. Say thank you to Maria
B. Repeat the orders for clarification E. Hang up the phone.
C. Tell Maria the amount she has ordered

18. Rose is calling Globe Company because she has received a wrong telephone bill in 2 days and his/her payment
was not reflected in the bill. Rose is very mad about it and she never stops yelling at the service provider. As a
service provider of Globe Company, what should you do first?
A. Show empathy to Rose D. Apologize sincerely to Rose
B. Show sympathy to Rose E. None of the Above
C. Hang up the phone to prevent from getting worst

19. Mr. JM is calling College of Business, Development, Economics and Management. Mr. JM is actually looking for
Mr. Marohom, but Emmily, the clerk, picks up the phone and answers it. Ann introduces herself and the name of
the college. When John asked Ems if Mr. Marohom is around, Ann is not sure if Mr. Morohom is in the office or he
is present. If you are Emmily, what should you do first?
A. Tell John why he is being put on hold. him to call back
C. Tell John that Mr. Marohom is not around in positive D. Redirect the line to Mr. Marohom’s Line
way. E. None of the Above
D. Tell John that if Mr. Marohom gets back, He’d tell

20. Imagine that you owned an ice cream parlor. One hot morning, a customer is ordering his favorite
chocolate-fudge, double-malted shake with whipped cream. Unluckily, the chocolate-fudge is unavailable at the
moment. The customer is frustrated and a little bit angry for he doesn’t get what he wants. And you can’t say no
to this mad customer. As a service provider, how are you going to address this concern?
A. I will apologize to an angry customer for the unavailability of his order first
B. I will give an alternative right away because that is the best thing to do
C. I will quit on my job because I don’t like to be scolded.
D. I will refer it to my manager because he knows the best thing to do
E. I will look for another supply because I don’t want to lose this angry customer

21. What would you think if a service provider would ask an apology to angry customer?
A. He wants to show sympathy
B. An apology means he admitted the mistake.
C. He cares about the company’s reputation
D. It is the policy to say sorry to an upset clients so he should abide
E. None of the above

22.What if the customer doesn't want to be put on hold during the telephone conversation? So be sure to ask
him/her whether
A. You can have someone to return the call D. All of the Above
B. You can the message E. None of the Above
C. You can transfer the call to someone else

23. What words best decribe analytical working style?

A. Serious, Well-organized D. All of the Above
B. Sytematic, Logical E. Both A and B
C. Decisive, Reserved

24. People with this working style focus on facts more than feelings.
A. Analytical C. Driver
B. Amiable D. Expressive

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E. None of the Above

25. People with the analytical working style tend to

A. Show little facial expression D. Move quickly and briskly with purpose
B. Have controlled body movement with slow gestures E. Both A and B
C. Make direct eye contact

26. People with this style know where they want to go and how they are going to get there. They are good at
managing tasks and are results-oriented.
A. Analytical C. Driver E. E. None of the Above
B. Amiable D. Expressive

27. What words best describe driver working style?

A. Decisive and Independent C. Patient and Cooperative E. None of the Above
B. Efficient and Intense D. Both A and B

28. The amiable working style has a

A. low degree of assertiveness and a high degree of emotional expression
B. High degree of assertiveness and a low degree of emotional expression
C. low degree of assertiveness and a low degree of emotional expression
D. high degree of assertiveness and a high degree of emotional expression
E. very high degree of assertiveness and a high degree of emotional expression

29. People with the expressive working style tend to

A. Use rapid hand and arm gestures C. Have a wide range of facial expressions
B. Speak quickly with plenty of animation and D. All of the Above
inflection E. None of the Above

30. At the beggining of the sales conversation, how can a salesperson catch the attention of his customers?
A. By using dramatic statement such statistics or C. By quoting an industry leader
events that are thought-provoking. D. All of the Above
B. By making a third party because it adds a sort of E. Both A and B
instant credibility

31. It helps you (and your company) recover any respect, confidence, or faith that has been lost by your actions.
A. Smart talk D. Correction
B. Creativity E. .None of the Above
C. Bounce-back initiative

32. A specific action that you take as a way of letting the customers knows that you consider the mistake you
made unacceptable is known as _________________.

A. Giveaways C. Care token D. Motivating

B. Rewarding E. None of the Above

33. If the customer is venting and you want to express to him that you are intently listening, what are the things
you should not forget?
A. Nod your head always D. All of the Above
B. Say yes ma’am from time to time E. Both B and C
C. Maintain eye contact

34. The following are the types of phrases that best express empathy to a customer, except
A. “I can see why you feel that way” dollar than anything else”
B. “I see what you mean” D. Both A and C
C. “You’re right, we care more about the almighty E. Both A and B

35. What part of the brain triggers the complex chain of events as fight or flight mechanism.
A. Neurons
B. Left Hemisphere D. Hypothalamus gland
C. Right Hemisphere E. None of the Above

36. Which of the following best describes follow-up?

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A. Follow-up can only be done by personal contact
B. You can score big points on the service scoreboard by following up with you customers.
C. Effective follow-up also includes fixing the procedures that are causing the problem to begin with.
D. It is an activity done first.
E. Both A and B

37. A complex chain of events triggered by physical or psychological demands is known as ____________.
A. Stress C. Fight or Flight mechanism E. Neither A nor B
B. Conflict D. Both A and B

38. A stress creating response is known as ______________.

A. Stress talk D. Fight or Flight mechanism
B. Cave-dweller E. Both A and D
C. Smart talk

39. Body’s natural reaction to any demand (physical & psychological).

A. Conflict B. Fight or Flight mechanism D. Cave-dweller
C. Stress E. Both C and D

40. Which of the following does not belong to the group?

A. Cringing at the sound of the customer’s voice
B. Smiles D. Anger
C. Dreading the ringing of the telephone E. Both C and D

41. Letting our customer to vent is _____________.

A. Letting them continue what they are talking
B. Preventing them to release their emotions. D. Showing sympathy to them
C. Interrupting them from what they are talking E. None of the above

42. It refers to your feeling when you over-identify with the other person’s situation.
A. Empathy D. Approachability
B. Responsiveness E. Kindness
C. Sympathy

43. A technique used to summarize your understanding of what the customer says, and then reflect it back to
them.
A. Mirroring C. Backtracking E. None of the Above

B. Bridging D. Interview-technique

44. A specific action that you take as a way of letting the customers knows that you consider the mistake you
made unacceptable is known as _________________.
A. Giveaways C. Care token E. None of the Above

B. Rewarding D. Motivating

45. Using the guest’s name as soon as you know it, is an example of what service standard?
A. Friendliness C. Recognition and E. None of the Above
attentiveness
B. Promptness D. Initiative

46. In what meeting theme we can invite less talkative members of the group to share their thoughts?
A. Brainstorming D. Planning service recovery
B. Creating service enhancers E. None of the Above
C. Problem-solving

47. Which of the following is/are correct about people who have analytical working style?
I. They are good problem solvers
II. They are achievers
III. They place facts and accuracy ahead of feelings
IV. They make quick decisions
A. Both I and II B. Both I and III C. Both I and IV

Prepared by: JOHN MARK F. DANLAG

D. Neither II nor III E. Neither II nor IV

48. Which of the following best describe/s people who have driver working style?
I. Most of them are workaholics
II. They are risk takers
III. They have the tendency to over analyse things
IV. They are well suited for in the field of finance
A. Both I and II C. Both II and III E. Neither II nor III
B. Both I and III D. Neither II nor IV

49. Which of the following best describe/s people who have an amiable working style?
I. They speak slowly and in soft tones with moderate inflection
II. They have a lively nature
III. They are good at building alliances
IV. They very supportive people
A. Both I and II C. Both II and III E. Neither II nor IV
B. Both I and IV D. Neither I nor III

50. Which of the following is/are correct about people who have expressive working style?
I. They are humorous people
II. They don’t like confrontations
III. They are outgoing
IV. They are good listeners
A. Both I and II C. Both III and IV E. Neither I nor III
B. Both I and III D. Neither I nor II

51. Why you should not type my e-mails in all caps?

A. All caps imply you are adding very strong emphasis or shouting.
B. It makes you look lazy.
C. It puts strain on your eyes and makes reading your e-mail more difficult.
D. All of the above
E.Either A or B

52. How should you respond to a rude or insulting e-mail?

A. The next day when you’ve had time to create a calm and mature response.
B. Respond immediately and set things straight!
C. Never! What's the point!
D. Report the Sender to their Internet Service Provider (ISP).
E.Either A or B

53. Before sending very large attachments, you should:

A. Compress the files (zip them).
B. Send them first thing in the morning and call to make sure they were received.
C. Send large files only during week days.
D. Compress the files then ask first when would be the best time to e-mail them
E.Either A or B

54. How quickly should you reply to an e-mail?

A. As soon as I can; no longer than 24-48 hours. C. I don't have to reply.
B. When I get around to it. D. Doesn't matter.

55. Choose the best e-mail subject line.

A. 02/25/10 Department Meeting Canceled D. Question...
B. Come to my office right away E.MEETING
C. OPEN NOW!

56. Which of the following should not be included in a complaint?

A. History of the problem resolved
B. Attempts you made to resolve the problem D. Typing in all caps to show that you’re angry
C. Suggestions on how the problem might be E. Either C or D

57. If you know the recipient is often in a hurry, the best way to send a supporting document is:

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A. Put it directly in the body of the message. D. Have it delivered by carrier pigeon.
B. Attach it as a separate document. E. Either A or B
C. Type slowly.

58. When sending a message, you should copy (“CC”):

A. Everyone in the department.
B. Your boss and your boss’ boss – so they know you’re working hard.
C. Only those people who absolutely must know.
D. The whole world. Why not? Everyone else does.
E. It is not needed at all.

59. “Goodmorning Mr Thomas” is an example of a _______________.

A. Salutation C. Closing Statement E. BCC
B. Email Body D. CC

60. How should you respond to a rude an insulting e-mail?

A. Wait until the next day. If you respond at all, when you’ve had time to call off and can create a calm measured
response.
B. Respond immediately and set things straight
C. Report the sender to their ISP
D. All of the Above
E. None of the Above

61. Which sentence do you think is most appropriate in professional communication?

A. Thank you so much. D. Thank you sooooo much :)
B. Thank you so much!! E. Thanks!!!
C. Thanks much!

62. Which of the following is an acceptable font for a work email?

A. Comics Sans
B. Arial
C. Lucida Handwriting
D. None of the Above
E. Any font

63. The best way to make several points in an email is:

A. Include all points in the paragraph
B. Include all points in the last paragraph
C. Use lists with bullets and numbers
D. Put it on a banner and rent an airplane to fly over the office pulling the banner.
E. Make it short to be understood easily

64. When sending a message, you should copy (“CC”)

A. Everyone in the department- just in case
B. Your boss and boss’s boss – so they know that you’re working hard
C. Only those people who absolutely need to know
D. The whole world. Why not? Everyone else does
E. It is not needed at all

65. Which of the following is the best example of empathic statement?

A. “I agree. We only care about your money” D. “I can see why you’d feel that way”
B. “ I don’t care what you feel maam” E. Both C and D
C. “That must be upsetting. Right?

66. What factors you need to consider when writing an action-oriented complaint letter?
A. Date of Occurrence C. Your feelings E. All of the Above
B. Names of those involved D. Special request for action

Scenario 1. In this scenario, the customer is looking for a book in the bookstore. The following is the conversation of
the clerk and the customer:

Clerk: (in a pleasant tone) Good afternoon, how are you today?
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 Customer: Fine. I’m looking for a book called How to Get 25 Hours Out Of Your Day. Do you have it?
Clerk: I’m not sure; I’ll have to look it up. Sounds like an interesting book. Where did you hear about it? Customer:
(impatiently looking at his watch) A friend. The author is Stan Workmore. Do you have it?
Clerk: (looking at computer screen) Let me see . . . Mr. Workmore has written several books. Have you read
anything else by him?
Customer: I’m really in a hurry; do you have it? Clerk: Yes, here it is. We have one copy left; it’s in the back
stockroom. Why don’t you relax and look around while I go find it for you?
Customer: I don’t have the time. Could you get it for me now? Clerk: Sure, I’ll be back in just a minute.

67. Refer to scenario 1, what do you think is the working style of the clerk?
F. Amiable H. Expressive J. Logical
G. Driver I. Analytical

68. Refer to scenario 1, what do you think is the working style of the customer?
A. Amiable C. Expressive E.Logical
B. Driver D. Analytical

Scenario 2. In this scenario, the customer is looking for a book in the bookstore. The following is the conversation of
the clerk and the customer:

Clerk: Can I help you with anything?

Customer: (pleasantly) I’m looking for a book called How to Get 25 Hours Out Of Your Day. Do you have it?
Clerk: (matter-of-factly) I’ve never heard of it, and I wouldn’t want to guess. I can look it up in the books in print if
you’d like.
Customer: I’d really appreciate it if you would. Clerk: Can you tell me the exact spelling of the author’s name, the
publisher, and the year the book was published?
Customer: The author’s name is Stan Workmore. I’m really sorry, but I don’t know who the publisher is. Can you still
help me?
Clerk: I’ll do my best, but Mr. Workmore has written several books, and without more specific information, it will
take me that much longer to locate it.
Customer: That’s okay. I’ll be more than happy to wait while you look it up.
Clerk: Okay, here it is. I’ve managed to find it. The publisher is Toilaway & Company. It was published in June of 1993.
I have one copy left, and that should be located in our back stockroom. I’ll go and get it. Can you wait here?
Customer: I think I’ll go have a cup of coffee in your cafe while I’m waiting.
Clerk: Where exactly will you be sitting, so I can find you?

69. Refer to scenario 2, what do you think is the working style of the clerk?
A. Amiable C. Expressive E.Suggestive
B. Driver D. Analytical

70. Refer to scenario 2, what do you think is the working style of the customer?
A. Amiable C. Expressive E.Suggestive
B. Driver D. Analytical

Scenario 3. In this scenario, the customer is looking for a book in bookstore. The following is the conversation of the
clerk and the customer:

Clerk: Good morning. How can I help you?

Customer: I’m looking for How to Get 25 Hours Out Of Your Day; it’s by Stan Workmore and published by Toilaway &
Company. Can you tell me where I can find it in the store?
Clerk: (enthusiastically) Now that sounds like something we could all use. What did you say that author’s name was
again?
Customer: Stan Workmore, W-O-R-K-M-O-R-E. Do you want to write it down?
Clerk: No, I’ve got it. What a perfect name for the author of that book. Okay, here it is. You’ll be pleased to know we
have one copy left in the back. If you hold on just a second, I’ll run and get it for you.
Customer: How long exactly will this take? I have an 11 o’clock meeting.
Clerk: Just a second or two.

71. Refer to scenario 3, what do you think is the working style of the clerk?
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 A. Amiable C. Expressive E.Suggestive
B. Driver D. Analytical

72. Refer to scenario 3, what do you think is the working style of the customer?
A. Amiable C. Expressive E.Suggestive
B. Driver D. Analytical

Scenario 4. In this scenario, the customer is looking for a book in bookstore. The following is the conversation of the
clerk and the customer:

Clerk: Can I help you?

Customer: (enthusiastically) Hi, how are you? I’m looking for How to Get 25 Hours Out Of Your Day. Isn’t that a great
title? All my friends have read it, and they just love it!
Clerk: (looking at his watch) Who’s the author?
Customer: Oh, he’s a wonderful man. I’ve met him. You won’t believe his name; it’s Stan Workmore. Isn’t that the
perfect name?
Clerk: We have it. I need to go in the back to get it. Why don’t you pay Nancy here while I go get the book?
Customer: Sounds like a wonderful idea. I think I’ll grab a cup of coffee in the cafe while you get the book.
Clerk: No, don’t do that — you won’t have time. I’ll be back in just a minute. Wait here. I will be right back with your
book.
Customer: Sure, I’ll just talk with Nancy while I wait. Hello, Nancy. . . .

73. Refer to scenario 4, what do you think is the working style of the clerk?
A. Amiable C. Expressive E.Logical
B. Driver D. Analytical

74. Refer to scenario 4, what do you think is the working style of the customer?
A. Amiable C. Expressive E.Logical
B. Driver D. Analytical

75. At what circumstance that is impossible to say yes to customers.

A. Company policies and regulations D. Both A and B
B. Out of Stock E. Neither B nor C
C. Additional Service for additional payment

II. True or False. On the answer sheet provided, shade “A” if the statement is correct and “B” if not.

76. Making third party reference is a powerful tool when your product or service addresses issues that have received
recent media coverage.
77. Close-ended questions are best for beginning a conversation and priming the pump for a productive interaction.
78. Backtracking means that you paraphrase what you hear customers saying and then repeat it back to them.
79. The good thing about bridging: It works both over the phone and in face-to-face situations.
80. “I can see how not receiving your policies would be a big inconvenience. I’ll make sure the policies are mailed to
your business, but first I want to finish going over the new limits of the policy, is an example of showing
sympathy”
81. Saying No to customers must be gentle for them to accept it.
82. Do listen to the customers’ intent and hearing their words is one of the guidelines to help you respond
properly.
83. Using the customer’s name at least twice during the conversation is irritating to our customers.
84. Answering the phone after three rings is an example of service quality.
85. Body language has the greatest percentage in learning from other.
86. Using short abbreviations & chat expressions such as 'Rgds in place of Regards', 'Pls in place of Please', etc. not
only saves time but also ensures the customer is in touch with latest trends and expressions being used in
today’s business communications.
87. You just received a life-changing chain email titled “10 ways to transform your life.” Of course, you can forward
it to everyone in the office.
88. If an email has been sent to you and 10 other people together, replying to the entire group is necessary.
89. Modern day emailing is just like texting. Using acronyms, omitting punctuation, and relaxing grammar rules are
increasingly acceptable ways to save time and keep it concise.
90. “New Update” is perfectly fine example of a subject line.
91. An email is a reflection of your personality. Adding a life quote, all your social media links and emoticons to pep it
up is perfectly fine.

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 92. When there is problem in dealing with difficult customers, call the manager immediately to solve the issue
right away.
93. Resolving conflicts with customers is as easy as with co-workers.
94. Your mood affects how receptive you are to input.
95. Email can be automated.
96. Paraphrasing is necessary in Bridging.
97. Different people have the same working styles.
98. Yes, No and Thank You are acceptable ways of replying to a work email.
99. Pick up the phone after the 3rd ring.
100. Do not pick up the phone when you are busy with your task.

“Whatever you ask for in prayer, believe that you have received it, and it will be yours.”
-Mark 11:24

Prepared by: JOHN MARK F. DANLAG