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MAN4162 quiz 2 Questions and Correct Answers/ Latest Update / Already Graded
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---7februari 20262025/2026A+
- In reality, customers want to hear what you can, not what you can't 
do. 
Ans: True 
By asking questions, you can make customers feel as if they are a part 
of the conversation and get them involved as you build rapport 
through ongoing dialogue. 
Ans: True 
Aggressive assertiveness is appropriate in all situations. 
Ans: False 
It is necessary to avoid using negative-sounding "you" messages as a 
primary means of addressing customers. 
Ans: True 
When providing verbal feedb...
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Exampromax
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Tentamen (uitwerkingen)
MAN4162 Chapter 6 Questions and Correct Answers/ Latest Update / Already Graded
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---16februari 20262025/2026A+
- A decisive customer is one who _____. -directly blames the service provider -avoides direct eye contact -prefers to be quiet in crowds -seeks reassurance 
Ans: directly blames the service provider 
Providing _____ means that customers do not have to worry about 
your problems or breakdowns. -perceived stereotypes -enhanced credibility -open dialog -seamless service 
Ans: seamless service 
Process improvement refers to _____. 
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