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

Need help with your exam preparation?

Existing Quiz Clients Login here
Question #1
You can tell that Franklin has good social intelligence because he
A.   gives constructive criticism instead of angry attacks.
B.   believes that a friendly atmosphere lowers productivity.
C.   gives angry attacks toward lazy coworkers.
D.   tells great jokes during business meetings.
Question #2
Jennifer is emotionally fit, so she is likely to
A.   have difficulty controlling her love of sweets..
B.   be a high maintenance person.
C.   be quite hostile toward people she dislikes.
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.   was emotionally unstable.
C.   had poor political skill.
D.   was highly introverted.
Question #4
A useful principle to keep in mind in terms of cross-cultural etiquette is to
A.   be careful not to violate the customs of another culture.
B.   give loads of smiles and hugs, and all will be fine.
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.   the shared laughter helps build rapport.
B.   most managers are emotionally insecure.
C.   kissing up is a standard part of most jobs.
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.   fill consumer satisfaction surveys with exaggerated, negative comments.
B.   tell many other people about their dissatisfaction.
C.   usually ask for a refund.
D.   tend to not become a repeat customer.
Question #7
According to research studies, a leader is likely to positively influence the customer service behavior of employees when the leader
A.   imposes strict control over employee behavior.
B.   is charismatic and good at setting visions.
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.   explain more clearly the problem with his or her Jaguar.
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.   form an personal relationship.
B.   accept liability for service problems.
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.   the customer is always right.
B.   a company should strive to retain all their customers.
C.   some customers are so unreasonable they are not worth keeping.
D.   a customer retention rate of about 50 percent is realistic.

Need help with your exam preparation?

Existing Quiz Clients Login here