MAN4162 - CHAPTER 7 EXAM
QUESTIONS AND ANSWERS GRADED A+
2026
Connie gets so frustrated with the woman who works in the cubicle next to her. Instead of using
the conference room, she stops co-workers as they go by her desk and engages them in
conversations about the project they are working on. What should this employee to do
demonstrate a good neighbor policy?
-maintain good grooming habits
-speak in a louder voice
-avoid unloading personal problems
-avoid gatherings in her workplace - ANS avoid gatherings in her workplace
What are three typical characteristics of customers today compared to customers 40 years ago?
-less vocal
-more demanding
-better educated
-more discerning
-less demanding - ANS -more demanding
-better educated
-more discerning
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
, When a product or service fails to meet customer expectations, a service _____ occurs: -
ANS breakdown
_____ refer to things that customers typically desire but do not necessarily require.
-values
-needs
-wants
-beliefs - ANS wants
Identify the actions that organizations should take in order to remain functional or effectively
recover in the event of a catastrophe. (Check all that apply)
-build a disaster preparedness kit
-create an emergency communications plan
-take a passive rather than a proactive approach
-create a preparedness program for the business
-identify critical business functions and systems - ANS -build a disaster preparedness kit
-create an emergency communications plan
-create a preparedness program for the business
-identify critical business functions and systems
A _____ toward problem solving helps a service professional to win a customer's confidence.
-company-focused attitude
-defensive approach
-patronizing attitude
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
2
QUESTIONS AND ANSWERS GRADED A+
2026
Connie gets so frustrated with the woman who works in the cubicle next to her. Instead of using
the conference room, she stops co-workers as they go by her desk and engages them in
conversations about the project they are working on. What should this employee to do
demonstrate a good neighbor policy?
-maintain good grooming habits
-speak in a louder voice
-avoid unloading personal problems
-avoid gatherings in her workplace - ANS avoid gatherings in her workplace
What are three typical characteristics of customers today compared to customers 40 years ago?
-less vocal
-more demanding
-better educated
-more discerning
-less demanding - ANS -more demanding
-better educated
-more discerning
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
, When a product or service fails to meet customer expectations, a service _____ occurs: -
ANS breakdown
_____ refer to things that customers typically desire but do not necessarily require.
-values
-needs
-wants
-beliefs - ANS wants
Identify the actions that organizations should take in order to remain functional or effectively
recover in the event of a catastrophe. (Check all that apply)
-build a disaster preparedness kit
-create an emergency communications plan
-take a passive rather than a proactive approach
-create a preparedness program for the business
-identify critical business functions and systems - ANS -build a disaster preparedness kit
-create an emergency communications plan
-create a preparedness program for the business
-identify critical business functions and systems
A _____ toward problem solving helps a service professional to win a customer's confidence.
-company-focused attitude
-defensive approach
-patronizing attitude
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
2
