Busad 110 - Human Relations in Business » Fall 2020 » Chapter 13 and 14 Quiz

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Question #1
You can tell that Franklin has good social intelligence because he
A.   gives angry attacks toward lazy coworkers.
B.   tells great jokes during business meetings.
C.   believes that a friendly atmosphere lowers productivity.
D.   gives constructive criticism instead of angry attacks.
Question #2
Jennifer is emotionally fit, so she is likely to
A.   have difficulty controlling her love of sweets..
B.   be quite hostile toward people she dislikes.
C.   appear relaxed and friendly at meetings.
D.   be a high maintenance person.
Question #3
A study showed that impression management was most likely to be effective when the person managing his or her impression
A.   had poor political skill.
B.   was highly introverted.
C.   was emotionally unstable.
D.   had good political skill.
Question #4
A useful principle to keep in mind in terms of cross-cultural etiquette is to
A.   give loads of smiles and hugs, and all will be fine.
B.   be careful not to violate the customs of another culture.
C.   usually follow the etiquette rules of your own culture.
D.   recognize that the rules for being polite are the same in most cultures.
Question #5
Laughing at your boss's humor tends to be an effective political tactic because
A.   a boss who laughs gives generous salary increases.
B.   kissing up is a standard part of most jobs.
C.   most managers are emotionally insecure.
D.   the shared laughter helps build rapport.
Question #6
The most important reason that dissatisfied customers are so significant is that they
A.   usually ask for a refund.
B.   tend to not become a repeat customer.
C.   tell many other people about their dissatisfaction.
D.   fill consumer satisfaction surveys with exaggerated, negative comments.
Question #7
According to research studies, a leader is likely to positively influence the customer service behavior of employees when the leader
A.   is charismatic and good at setting visions.
B.   is so grouchy and angry that he or she is a good model of behavior to avoid.
C.   imposes strict control over employee behavior.
D.   complains a lot about poor customer service.
Question #8
Pily, a customer service technician at a Jaguar dealer knows she is empowered when she has the authority to
A.   explain more clearly the problem with his or her Jaguar.
B.   tell a dissatisfied customer to go online to learn how to operate the Jaguar's navigation system.
C.   please wait in the customer lounge for an hour.
D.   grant $500 in service coupons to a dissatisfied customer.
Question #9
To bond with a customer is to
A.   accept liability for service problems.
B.   form an personal relationship.
C.   establish a tight legal agreement.
D.   enter into frequent negotiations about price.
Question #10
A realistic customer retention policy centers on the idea that
A.   a company should strive to retain all their customers.
B.   the customer is always right.
C.   some customers are so unreasonable they are not worth keeping.
D.   a customer retention rate of about 50 percent is realistic.

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