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.   believes that a friendly atmosphere lowers productivity.
B.   tells great jokes during business meetings.
C.   gives constructive criticism instead of angry attacks.
D.   gives angry attacks toward lazy coworkers.
Question #2
Jennifer is emotionally fit, so she is likely to
A.   be a high maintenance person.
B.   be quite hostile toward people she dislikes.
C.   have difficulty controlling her love of sweets..
D.   appear relaxed and friendly at meetings.
Question #3
A study showed that impression management was most likely to be effective when the person managing his or her impression
A.   had good political skill.
B.   had poor political skill.
C.   was emotionally unstable.
D.   was highly introverted.
Question #4
A useful principle to keep in mind in terms of cross-cultural etiquette is to
A.   usually follow the etiquette rules of your own culture.
B.   recognize that the rules for being polite are the same in most cultures.
C.   be careful not to violate the customs of another culture.
D.   give loads of smiles and hugs, and all will be fine.
Question #5
Laughing at your boss's humor tends to be an effective political tactic because
A.   most managers are emotionally insecure.
B.   kissing up is a standard part of most jobs.
C.   the shared laughter helps build rapport.
D.   a boss who laughs gives generous salary increases.
Question #6
The most important reason that dissatisfied customers are so significant is that they
A.   tend to not become a repeat customer.
B.   usually ask for a refund.
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.   imposes strict control over employee behavior.
C.   complains a lot about poor customer service.
D.   is so grouchy and angry that he or she is a good model of behavior to avoid.
Question #8
Pily, a customer service technician at a Jaguar dealer knows she is empowered when she has the authority to
A.   tell a dissatisfied customer to go online to learn how to operate the Jaguar's navigation system.
B.   grant $500 in service coupons to a dissatisfied customer.
C.   explain more clearly the problem with his or her Jaguar.
D.   please wait in the customer lounge for an hour.
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.   some customers are so unreasonable they are not worth keeping.
C.   the customer is always right.
D.   a customer retention rate of about 50 percent is realistic.

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