1. When we exchange money for a product or service we are: a. Greedy b. Business owners c. Employees d. Customers 2. Which one is not a component of customer service: a. Promptness b. Professionalism c. Posturing d. Personalization 3. Considerable empirical research concludes that customer loyalty is best defined as a composite of three important characteristics. Which one below is not one of those: a. Low or erratic levels of satisfaction b. Repeat buying c. It is driven by overall satisfaction d. Willingness to recommend the company to others 19. The following statement: You prioritize by assigning top items with an A, these must be done. Things that are important and should be done are a B. Things you could do, but are not yet facing a deadline are C is indicative of which time and task management skill. a. Do the constructive things first b. Be a goal getter, not just a goal setter c. Avoid time wasters d. Target your efforts on the most important tasks 20. To be effective at delegating you must be willing to do which of the following: a. Entrust others with responsibility b. Give others the freedom and authority to carry out delegated tasks c. Spend the time to teach people