Before you can get a customer to calm down and listen, you must first ________.
A. raise your voice to get his or her attention before you start
B. listen passively to the customer's grievances
C. call your manager to take over
D. deal with the customer's emotional state
Answer: D
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When utilizing univariate techniques, for metric data, when there is (are) ________, one-way analysis of variance (one-way ANOVA) can be used
A) only one sample B) two independent samples C) more than two independent samples D) two or more related samples
Whether people in an office dress casual or formal is representative of which organizational culture artifact?
A. symbol B. ritual C. ceremony D. story
For a company offering services, which of the following is a value-adding activity?
A) Billing the clients B) Preparing job order forms C) Ordering, receiving, and inspecting supplies D) Designing advertisements
Comment on the appropriate coaching action for each of the following three situations: lack of ability, lack of motivation, and lack of resources.
What will be an ideal response?