1. If a difficult customer becomes abusive: A. Take the inappropriate behavior personally B. Expect conflict, but not accept abuse C. Yell back D. Ignore company policy and tell him or her to leave
1. If a difficult customer becomes abusive: A. Take the inappropriate behavior personally B. Expect conflict, but not accept abuse C. Yell back D. Ignore company policy and tell him or her to leave
Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment
Section: Chapter Questions
Problem 1CE
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Question
1. If a difficult customer becomes abusive:
A. Take the inappropriate behavior personally
B. Expect conflict, but not accept abuse
C. Yell back
D. Ignore company policy and tell him or her to leave
2. Directional statements include:
A. Mission, vision, and value statements
B. Legally required policies
C. The employee handbook
D. All of these
3. ________ is a predetermined standard that defines how a product is to be produced or a service provided.
A. Employee loyalty
B. Transformation
C. Customer loyalty
D. Quality
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