Question
Question 1 (7 points) A mission statement describes the _______ state of an organization and its primary goals or objectives. Question 1 options: Financial Current
Question 1 (7 points) A mission statement describes the _______ state of an organization and its primary goals or objectives.
Question 1 options:
Financial
Current
Future
Local
Question 2 (7 points) Almost ____ of consumers are unlikely or very unlikely to return to a business where they experienced poor customer service, even if a trusted friend said the service had improved.
Question 2 options:
10%
25%
50%
60%
Question 3 (7 points) The difference in word choice tells customers youre going to work with them to find a solution that works for them.
Question 3 options: True False
Question 5 (7 points)
It helps you create the welcoming and friendly frame of mind that is so important in customer service
Question 5 options:
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a clean desk
|
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an empty wait line
|
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a smile
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none of the above
|
Question 6 (6.5 points)
You can surround yourself with things like pictures of family or friends, motivational or funny quote posters, upbeat music and many other sorts of goodies to keep your negative feelings get neutralized when dealing with a difficult customers or handling a challenging situation. What term best describes the statement?
Question 6 options:
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Personal property
|
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Anchors
|
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Objectives
|
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None of the above
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Question 7 (6.5 points)
What is the name of the overall model or theory which Self Awareness, Self-Management, Social Awareness and Relationship Awareness act as pillars in support of?
Question 7 options:
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IE
|
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Emotional Intelligence
|
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Emotional quality
|
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None of the above
|
Question 8 (6.5 points)
The vision and mission statements help to properly the resources of an organization towards achieving a successful future.
Question 8 options:
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Pronounce
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Restore
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Align
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None of the above
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The provides the organization with a clear and effective guide for making decisions, while the ensures that all the decision made are properly aligned with what the organization hopes to achieve. Vision statement, Mission Statement
Question 10 options:
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Vision statement, Mission Statement
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Company President, Vice President
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Mission statement, Vision Statement
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Company Advisor, Company Manager
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Question 12 (6.5 points)
The mission statement acts as a ______, where it provides the direction that is to be followed by the organization while the vision statement provides the goal (or the destination) to be reached by following this direction.
Question 12 options:
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Buffer
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Level Benchmark
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North Star
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Document
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