Not all conflicts are manageable or worth the effort needed to resolve them. Sometimes the situation worsens because too much attention is paid to issues that are better left ignored. In order to manage conflict in such cases, it is ideal to
A. search for a common goal or ground.
B. decide whether to engage in the conflict in the first place.
C. control temper and emotional response.
D. threaten to bring in a third party.
Answer: B
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Customer retention is:
a. the only method of measuring customer satisfaction. b. an organization's continuous attempts to satisfy and keep current customers actively involved in conducting business. c. another word for leadership. d. unnecessary in today's business environment.
Andrian Bartello, a salesperson for Lamkin Office Products, develops a list of potential customers and evaluates them on the basis of their ability, willingness, and authority to purchase copy machines. This process is called
A. customer search. B. preapproach. C. customer evaluation. D. customer pre-approval. E. prospecting.
One of the benefits of a cooperative orientation in supplier relationships is:
A) the buyer sometimes suggests ways to improve the supplier's operations. B) the supplier implements its own quality standards. C) the buyer does not have to share much information with the supplier. D) the supplier has complete freedom in choosing the delivery time.
A fast-food chain is redesigning its restaurants. One of the main questions faced by the chain's management is, "Should the new restaurant design include a salad bar?" A researcher in the company finds that salad bars are costly to maintain and are not a major attraction for consumers. Based on this information, management decides that it will not have a salad bar as part of the new restaurant design. Which of the following points is illustrated by this situation?
A. Secondary data from sources outside the company are always better than secondary data from sources inside the company. B. Collecting primary data is always necessary in order to make good decisions. C. Situation analysis sometimes eliminates the need for conducting further research in a problem area. D. Secondary data from private sources are always better than secondary data from government sources. E. Situation analysis is very costly in terms of both time and money.