Question 1

A(n) ________ defines what is important to a company.

Accepted Answer

The answer of A(n) ________ defines what is important to...

Question 2

A company's mission statement is its statement of purpose.

Accepted Answer

A) True 
 B)False

Question 3

When dealing with a difficult customer:

Accepted Answer

A)  Help the customer solve his or her problem 
B)  Misunderstand the customer 
C)  Adopt the attitude that the customer is happy 
D)  All of the above 
A)  Help the customer solve his or her problem 
B)  Misunderstand the customer 
C)  Adopt the attitude that the customer is happy 
D)  All of the above

Question 4

Divisions and departments:

Accepted Answer

A)  Have different strategic plans 
B)  Are the same thing 
C)  Are different plants within the same country 
D)  None of the above 
A)  Have different strategic plans 
B)  Are the same thing 
C)  Are different plants within the same country 
D)  None of the above

Question 5

________ means to perform a function that adds value to the company.

Accepted Answer

The answer of ________ means to perform a function that...

Question 6

A strategic plan is an informal document created during a brainstorming session with all employees.

Accepted Answer

A) True 
 B)False

Question 7

Directional statements include:

Accepted Answer

A)  Mission, vision, and value statements 
B)  Legally required policies 
C)  The employee handbook 
D)  All of the above 
A)  Mission, vision, and value statements 
B)  Legally required policies 
C)  The employee handbook 
D)  All of the above

Question 8

Ways to help the company be successful include all the following EXCEPT:

Accepted Answer

A)  Taking care of company resources 
B)  Eliminating waste 
C)  Behaving ethically 
D)  Eliminating workplace relationships 
A)  Taking care of company resources 
B)  Eliminating waste 
C)  Behaving ethically 
D)  Eliminating workplace relationships

Question 9

The board of directors in a company:

Accepted Answer

A)  Is responsible for developing a company's overall strategy 
B)  Is typically called the presidents or CEOs 
C)  Both A and B 
D)  None of the above 
A)  Is responsible for developing a company's overall strategy 
B)  Is typically called the presidents or CEOs 
C)  Both A and B 
D)  None of the above

Question 10

The way a company is organized is called an organization chart.

Accepted Answer

A) True 
 B)False

Question 11

Employees can show their loyalty to a company by:

Accepted Answer

A)  Ignoring company policies 
B)  Displaying rudeness toward customers 
C)  Doing their jobs well 
D)  None of the above 
A)  Ignoring company policies 
B)  Displaying rudeness toward customers 
C)  Doing their jobs well 
D)  None of the above

Question 12

Divisions carry out specific functions respective of a department.

Accepted Answer

A) True 
 B)False

Question 13

Marketing is responsible for creating, pricing, and selling a company's product or service.

Accepted Answer

A) True 
 B)False

Question 14

________ typically deal with tactical issues, which tie strategy to day-to-day operations.

Accepted Answer

A)  Executives (vice presidents) 
B)  Employees 
C)  Managers (directors) 
D)  Supervisors 
A)  Executives (vice presidents) 
B)  Employees 
C)  Managers (directors) 
D)  Supervisors

Question 15

A(n) ________ is a graphic visual display of how a company is organized.

Accepted Answer

A)  Corporate organization 
B)  Chain of command 
C)  Organizational structure 
D)  Organizational chart 
A)  Corporate organization 
B)  Chain of command 
C)  Organizational structure 
D)  Organizational chart

Question 16

Middle managers:

Accepted Answer

A)  Are commonly referred to as executives 
B)  Deal with operational issues 
C)  Typically have the title "director" or "manager" 
D)  Deal with strategic and tactical issues 
A)  Are commonly referred to as executives 
B)  Deal with operational issues 
C)  Typically have the title "director" or "manager" 
D)  Deal with strategic and tactical issues

Question 17

A product is always an intangible item.

Accepted Answer

A) True 
 B)False

Question 18

Innovation is:

Accepted Answer

A)  The reinvention of an old product 
B)  The introduction of a new product 
C)  The reintroduction of a new product 
D)  All of the above 
A)  The reinvention of an old product 
B)  The introduction of a new product 
C)  The reintroduction of a new product 
D)  All of the above

Question 19

Difficult customers are rare.

Accepted Answer

A) True 
 B)False

Question 20

Employees help create profit for their companies by all of the following EXCEPT:

Accepted Answer

A)  Eliminating waste 
B)  Increasing expenses 
C)  Decreasing expenses 
D)  Monitoring expenses 
A)  Eliminating waste 
B)  Increasing expenses 
C)  Decreasing expenses 
D)  Monitoring expenses

A(n) ________ defines what is important to a company.

A company's mission statement is its statement of purpose.

When dealing with a difficult customer:

Divisions and departments:

________ means to perform a function that adds value to the company.

A strategic plan is an informal document created during a brainstorming session with all employees.

Directional statements include:

Ways to help the company be successful include all the following EXCEPT:

The board of directors in a company:

The way a company is organized is called an organization chart.

Employees can show their loyalty to a company by:

Divisions carry out specific functions respective of a department.

Marketing is responsible for creating, pricing, and selling a company's product or service.

________ typically deal with tactical issues, which tie strategy to day-to-day operations.

A(n) ________ is a graphic visual display of how a company is organized.

Middle managers:

A product is always an intangible item.

Innovation is:

Difficult customers are rare.

Employees help create profit for their companies by all of the following EXCEPT:

Your Attitude and Personality

Goal Setting and Life Management

Personal Financial Management

Time and Stress Managementorganizational Skills

Ethics, Politics, and Diversity

Etiquettedress

Human Resource Management

Communication

Accountability and Workplace Relationships

Teamwork, Motivation, and Leadership

Conflict and Negotiation

Job Search Skills

Resume Package

Interview Techniques

Career and Life Changes

Filters

Exam 7: Customer Servicequality

A(n) ________ defines what is important to a company.

A company's mission statement is its statement of purpose.

When dealing with a difficult customer:

Divisions and departments:

________ means to perform a function that adds value to the company.

A strategic plan is an informal document created during a brainstorming session with all employees.

Directional statements include:

Ways to help the company be successful include all the following EXCEPT:

The board of directors in a company:

The way a company is organized is called an organization chart.

Employees can show their loyalty to a company by:

Divisions carry out specific functions respective of a department.

Marketing is responsible for creating, pricing, and selling a company's product or service.

________ typically deal with tactical issues, which tie strategy to day-to-day operations.

A(n) ________ is a graphic visual display of how a company is organized.

Middle managers:

A product is always an intangible item.

Innovation is:

Difficult customers are rare.

Employees help create profit for their companies by all of the following EXCEPT:

Your Attitude and Personality

Goal Setting and Life Management

Personal Financial Management

Time and Stress Managementorganizational Skills

Ethics, Politics, and Diversity

Etiquettedress

Human Resource Management

Communication

Accountability and Workplace Relationships

Teamwork, Motivation, and Leadership

Conflict and Negotiation

Job Search Skills

Resume Package

Interview Techniques

Career and Life Changes

Filters