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.   gives constructive criticism instead of angry attacks.
D.   believes that a friendly atmosphere lowers productivity.
Question #2
Jennifer is emotionally fit, so she is likely to
A.   appear relaxed and friendly at meetings.
B.   have difficulty controlling her love of sweets..
C.   be a high maintenance person.
D.   be quite hostile toward people she dislikes.
Question #3
A study showed that impression management was most likely to be effective when the person managing his or her impression
A.   was emotionally unstable.
B.   had poor political skill.
C.   was highly introverted.
D.   had good political skill.
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.   be careful not to violate the customs of another culture.
C.   recognize that the rules for being polite are the same in most cultures.
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.   kissing up is a standard part of most jobs.
B.   the shared laughter helps build rapport.
C.   most managers are emotionally insecure.
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.   tell many other people about their dissatisfaction.
B.   fill consumer satisfaction surveys with exaggerated, negative comments.
C.   tend to not become a repeat customer.
D.   usually ask for a refund.
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.   complains a lot about poor customer service.
C.   imposes strict control over employee behavior.
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.   please wait in the customer lounge for an hour.
B.   grant $500 in service coupons to a dissatisfied customer.
C.   tell a dissatisfied customer to go online to learn how to operate the Jaguar's navigation system.
D.   explain more clearly the problem with his or her Jaguar.
Question #9
To bond with a customer is to
A.   establish a tight legal agreement.
B.   enter into frequent negotiations about price.
C.   accept liability for service problems.
D.   form an personal relationship.
Question #10
A realistic customer retention policy centers on the idea that
A.   some customers are so unreasonable they are not worth keeping.
B.   a customer retention rate of about 50 percent is realistic.
C.   the customer is always right.
D.   a company should strive to retain all their customers.

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