Question 26

The Meyers-Briggs Type Indicator (MBTI) identifies four essential personality dynamics that translate into sixteen possible personality combinations.

1 pts

O True

O False

Question 27

1 pts

Conflict is natural because people have different styles of coping with situations and with conflict itself.

False

True

Question 28

1 pts

The expression "service no sandwich" refers to when you have to say "no", you sandwich your recommended actions between the two phrases, "What I will do is..." and "What you can do is.

False

True

Question 29

1 pts

Service providers need to exercise a certain amount of assertiveness. However, the critical factor is the the assertiveness is applied as well as the

of assertiveness.

_ in which

timeframe, degree

range, type

manner, degree

aggressiveness, type

D

Question 30

1 pts

Which of the following is NOT a feedback mechanism?

Solicited and unsolicited comments from customers

Action plans

Surveys

Point-of-sale evaluation cards