MAN4162 – EXAMS {LATEST 2026 -2027
update} QUESTIONS AND ANSWERS 100%
CORRECT
Who among the following is an example of external customers? - correct answer
Suppliers
Which of the following statements is true of successful organizations? - correct
answer The members of the upper management make themselves clearly visible to
front-line employees.
To ensure the success of an organization's customer service, a service professional
should: - correct answer continually reevaluate what he/she does on a daily basis
when dealing with customers.
,_____ is defined as a group of processes in an organization that make service seamless
to customers by ensuring that things work properly and the customer is satisfied. -
correct answer Customer-friendly system
Which of the following statements is true of a top down-oriented organization? -
correct answer Upper management is at the top of the hierarchy.
Which of the following guidelines should customer service professionals follow to
meet the expectations of customers? - correct answer Service professionals should
strive to mask their feelings of anger, frustration, and pressure from customers.
Which of the following is the first step that an organization should take in creating or
redefining its service environment? - correct answer Making sure it knows who its
customers really are
,Retail and service organizations should: - correct answer establish policies and
procedures that are flexible.
The business of customer service ____. - correct answer is all about people
The response to a sender's message that allows both the sender and receiver to know
that a message was received correctly is called - correct answer verbal feedback.
The silent bond built between two people as a result of sharing common interests is
called ____. - correct answer rapport
Which of the following statements is true of the problems associated with channels of
communication? - correct answer Written communication has the potential for
misunderstanding of words.
, Which of the following is an element of an interpersonal communication model? -
correct answer Noise
_____ occurs when a customer converts messages received into familiar ideas by
interpreting or assigning meaning. - correct answer Decoding
Which of the following is most likely to lead to a communication breakdown? - correct
answer Listen to me
Two-way communication involves ____. - correct answer an application of all the
elements of interpersonal communication
Resentment, frustration and retaliation often result when employees believe their
supervisor is ____. - correct answer misusing their power
update} QUESTIONS AND ANSWERS 100%
CORRECT
Who among the following is an example of external customers? - correct answer
Suppliers
Which of the following statements is true of successful organizations? - correct
answer The members of the upper management make themselves clearly visible to
front-line employees.
To ensure the success of an organization's customer service, a service professional
should: - correct answer continually reevaluate what he/she does on a daily basis
when dealing with customers.
,_____ is defined as a group of processes in an organization that make service seamless
to customers by ensuring that things work properly and the customer is satisfied. -
correct answer Customer-friendly system
Which of the following statements is true of a top down-oriented organization? -
correct answer Upper management is at the top of the hierarchy.
Which of the following guidelines should customer service professionals follow to
meet the expectations of customers? - correct answer Service professionals should
strive to mask their feelings of anger, frustration, and pressure from customers.
Which of the following is the first step that an organization should take in creating or
redefining its service environment? - correct answer Making sure it knows who its
customers really are
,Retail and service organizations should: - correct answer establish policies and
procedures that are flexible.
The business of customer service ____. - correct answer is all about people
The response to a sender's message that allows both the sender and receiver to know
that a message was received correctly is called - correct answer verbal feedback.
The silent bond built between two people as a result of sharing common interests is
called ____. - correct answer rapport
Which of the following statements is true of the problems associated with channels of
communication? - correct answer Written communication has the potential for
misunderstanding of words.
, Which of the following is an element of an interpersonal communication model? -
correct answer Noise
_____ occurs when a customer converts messages received into familiar ideas by
interpreting or assigning meaning. - correct answer Decoding
Which of the following is most likely to lead to a communication breakdown? - correct
answer Listen to me
Two-way communication involves ____. - correct answer an application of all the
elements of interpersonal communication
Resentment, frustration and retaliation often result when employees believe their
supervisor is ____. - correct answer misusing their power
