Exam 11: Getting Along With Co-Workers and Customers

Alice is given a gold pin honouring her 25 years of good service to the firm. Which of the following compliments paid her best fits the qualities of an appropriate compliment?

Customers who can get a problem resolved in one contact with the company are approximately twice as likely to remain loyal as those who require three or more contacts.

The tactic "use appropriate compliments" is based on the concept of positive reinforcement.

The "Yes, But" Player. This person is basically responsible for his or her part on the team.

The non-participator can be a psychological deserter who may appear bored with or above the pettiness of group interaction.

Good team play is based on working cooperatively with other team members.

The most basic principle of selling is to:

Backstabbing tends to increase in frequency when competition for jobs becomes less intense.

The Whiner/Complainer boost the entire spirit of the group with continual complaining and whining.

Being civil is a tactic to make others dependent on you so you can get them to act on your behalf when you need a favour.

Companies are the least likely to restrict romantic involvements between:

Following the golden rule is likely to characterize someone as being a poor team player.

A major reason that being civil is a noticeable characteristic in the workplace is that:

A direct way of sharing credit with coworkers is to point out that your achievements are really part of a team effort.

Hidden agendas are personal goals that a member has that will help the group producer good results.

The specialist is a single-minded self-starter.

When a customer has a complaint, it is most helpful to:

How much effort you invest in satisfying customers should be related to the company's customer satisfaction goals.

Visualizing that everyone in the workplace is wearing a small sign around the neck is recommended for the tactic:

Be helpful rather than defensive when a customer complains.