What should a company NOT do when handling negative posts on online review sites?

Downplay the reviewer's experience

Try to understand the situation fully

Take responsibility where applicable

Point out what has been done to resolve the problem

True or False: While monitoring any online conversations about its brand, a company should also monitor the search results that appear on terms related to its brand.

True

False

True or False: Retail, lead generation, and media websites should have the same KPIs.

True

False