The chapter described four types of questions that you can ask to help understand a customer's problem. Please describe each of these types of questions and explain when they would be used: open-ended, closed, follow-up, and feedback.
What will be an ideal response?
Open-ended questions do not have a particular answer. Ask open-ended questions to encourage the other person to articulate motivations, ideas, and solutions.
Closed questions are specific and concrete, and generally seek a "yes" or "no" answer. Ask
a closed question when you need a direct answer.
Ask follow-up questions in response to an answer that your customer provides. Design these questions to discover more information or elicit an opinion. Asking follow-up questions also shows that you are listening carefully and thinking about what the other person says.
Ask feedback questions about the conversation or problem-solving process itself to determine what is important to the customer. Feedback questions help you gauge your customer's satisfaction with the steps that you are taking and the solution that you've proposed.
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A properly planned and performed audit may fail to detect a material misstatement resulting from fraud because:
A. audit procedures that are otherwise effective may be ineffective for fraud that is concealed through collusion. B. an audit is planned and performed to provide reasonable assurance of detecting material misstatements caused by errors but not by fraud. C. the auditor did not consider factors influencing audit risk for account balances that have effects pervasive to the financial statements taken as a whole. D. the factors considered in assessing control risk indicated an increased risk of error but only a low risk of fraud in the financial statements.
Asking an individual in advance for a specific contribution and/or using the “round robin” rotation method, in which all members take turns giving their input, may be effective ways of dealing with problem members of the ______ type in a meeting.
a. wanderer b. silent c. arguer d. bored
Technology affects the types of products offered to consumers.
Answer the following statement true (T) or false (F)
Earth's Bounty Farms arranges to have Fresh Express, Inc, a common carrier, transport a load of almonds from California to Delaware. Greg is Fresh Express's driver. Fresh Express will not be liable to Earth's Bounty for failing to deliver the almonds on time if? A) authorities are stopping and searching all trucks leaving California
B) Fresh Express's dispatcher mistakenly delays Greg's departure. C) Fresh Express's truck is broken into and the almonds are stolen. D) Greg has to wait two days in Sacramento for the truck to be repaired.