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MAN4162 - Chapter 7 Questions and
Correct Answers/ Latest Update / Already
Graded
Connie gets so frustrated with the woman who works in the cubicle
next to her. Instead of using the conference room, she stops co-
workers as they go by her desk and engages them in conversations
about the project they are working on. What should this employee to
do demonstrate a good neighbor policy?
-maintain good grooming habits
-speak in a louder voice
-avoid unloading personal problems
-avoid gatherings in her workplace
Ans: avoid gatherings in her workplace
What are three typical characteristics of customers today compared to
customers 40 years ago?
-less vocal
-more demanding
-better educated
-more discerning
-less demanding
All rights reserved © 2025/ 2026 |
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Ans: -more demanding
-better educated
-more discerning
When a product or service fails to meet customer expectations, a
service _____ occurs:
Ans: breakdown
_____ refer to things that customers typically desire but do not
necessarily require.
-values
-needs
-wants
-beliefs
Ans: wants
Identify the actions that organizations should take in order to remain
functional or effectively recover in the event of a catastrophe. (Check
all that apply)
-build a disaster preparedness kit
-create an emergency communications plan
All rights reserved © 2025/ 2026 |
MAN4162 - Chapter 7 Questions and
Correct Answers/ Latest Update / Already
Graded
Connie gets so frustrated with the woman who works in the cubicle
next to her. Instead of using the conference room, she stops co-
workers as they go by her desk and engages them in conversations
about the project they are working on. What should this employee to
do demonstrate a good neighbor policy?
-maintain good grooming habits
-speak in a louder voice
-avoid unloading personal problems
-avoid gatherings in her workplace
Ans: avoid gatherings in her workplace
What are three typical characteristics of customers today compared to
customers 40 years ago?
-less vocal
-more demanding
-better educated
-more discerning
-less demanding
All rights reserved © 2025/ 2026 |
, Page |2
Ans: -more demanding
-better educated
-more discerning
When a product or service fails to meet customer expectations, a
service _____ occurs:
Ans: breakdown
_____ refer to things that customers typically desire but do not
necessarily require.
-values
-needs
-wants
-beliefs
Ans: wants
Identify the actions that organizations should take in order to remain
functional or effectively recover in the event of a catastrophe. (Check
all that apply)
-build a disaster preparedness kit
-create an emergency communications plan
All rights reserved © 2025/ 2026 |
