ASHWORTH R04 ONLINE EXAM 7

Question

ASHWORTH R04 ONLINE EXAM 7

Question # 00101135 Posted By: paul911 Updated on: 09/06/2015 10:59 AM Due on: 09/07/2015

Subject Business Topic General Business Tutorials:

Question

Question 1 of 40

2.5/ 2.5 Points

To bond with a customer is to __________.

A. form an emotional relationship
B. establish a tight legal agreement
C. enter into frequent negotiations about price
D. accept liability for service problems

Question 2 of 40

2.5/ 2.5 Points

Laughing at your boss's humor tends to be an effective political tactic because __________.

A. kissing up is a standard part of most jobs
B. most managers are emotionally insecure
C. the shared laughter helps build rapport
D. a boss who laughs gives generous salary increases

Question 3 of 40

2.5/ 2.5 Points

Restaurant manager Sue has a utilitarian predisposition, so she doesn’t mind serving customers food that fell on the floor so long as __________.

A. the food was costly
B. no customer gets sick
C. the issue is not covered in the company code of conduct
D. she can blame the problem on somebody else

Question 4 of 40

2.5/ 2.5 Points

With respect to ethics, moral intensity refers to how __________.

A. strongly one feels about an issue
B. far a person deviates from an ethical code
C. deeply others might be affected by one's actions
D. well a person's moral code is developed

Question 5 of 40

2.5/ 2.5 Points

A study showed that impression management was most successful when the person managing his or her impression __________.

A. had good political skill
B. had poor political skill
C. was highly introverted
D. was emotionally unstable

Question 6 of 40

2.5/ 2.5 Points

You can tell that Ralph has good social intelligence because he __________.

A. tells great jokes during business meetings
B. believes that a friendly atmosphere lowers productivity
C. gives constructive criticism instead of angry attacks
D. gives angry attacks toward lazy coworkers

Question 7 of 40

0.0/ 2.5 Points

The real issue in fairness refers to giving people equal rewards __________.

A. whether or not one likes them
B. for accomplishing the same amount of work
C. no matter what their racial or ethnic group
D. when they have equal years of experience

Question 8 of 40

2.5/ 2.5 Points

A moment of truth takes place when the customer __________.

A. forms an impression of company service
B. does not pay the bill within thirty days
C. expects a refund because of poor service
D. files a formal complaint against the company

Question 9 of 40

2.5/ 2.5 Points

A study about employee smiling conducted with college students found that when the employee smiles, customers are likely to perceive that the __________.

A. employee was trying to compensate for poor service
B. service was of low quality
C. service was of high quality
D. price was much lower than reality

Question 10 of 40

2.5/ 2.5 Points

A survey of the extent of ethical problems revealed that lying is __________.

A. a minor problem
B. much more frequent among younger than older workers
C. much more frequent among older than younger workers
D. a frequently observed unethical behavior

Question 11 of 40

2.5/ 2.5 Points

The emphasis in effective selling is to __________.

A. get customers to accept the same solution to their problems
B. minimize the size of the order
C. maximize the size of the order
D. solve customer problems

Question 12 of 40

2.5/ 2.5 Points

The cycle of service chart lists a series of __________.

A. highs and lows in providing customer service
B. moments of truth experienced by a customer
C. service problems encountered by a customer
D. times at which a product should be serviced

Question 13 of 40

2.5/ 2.5 Points

The best accepted axiom about keeping customers happy is to __________.

A. keep prices lower than the competition
B. get involved in relationship selling
C. stay informed about what the competition is doing
D. maintain high quality service

Question 14 of 40

2.5/ 2.5 Points

According to the guide to ethical decision making, when trying to decide on a way to resolve an ethical dilemma __________.

A. weigh each alternative according to its financial consequences
B. make an intuitive decision within five minutes
C. imagine several possible options
D. decide to either do or not do something

Question 15 of 40

0.0/ 2.5 Points

Sarah has good sensitivity to her surroundings, so she is unlikely to __________.

A. order a glass of white wine when her friends orders red
B. smile at a grouchy customer
C. drive a Honda to the Ford credit office where she works
D. wear two-inch heels to the Toyota credit office where she works

Question 16 of 40

2.5/ 2.5 Points

Long-term research conducted by the Gallup Organization suggests that friendships on the job __________.

A. lead to many complaints of sexual harassment
B. tend to enhance productivity
C. tend to lower productivity
D. create so many cliques that morale is likely to suffer

Question 17 of 40

2.5/ 2.5 Points

A major role played by information technology in improving customer service is to __________.

A. present customers with a long menu of options when they ask for help
B. sell customer lists to other companies
C. provide uniform service
D. individualize service

Question 18 of 40

2.5/ 2.5 Points

Empowerment often improves customer service because __________.

A. customer service workers have the authority to refer problems to higher management
B. managers have more time to work with customers
C. employees have the authority to resolve customer problems
D. more employees work in customer service positions

Question 19 of 40

2.5/ 2.5 Points

A key aspect of using networking as a career tactic is that a person should __________.

A. save networking for weekends
B. do most networking by email to save time
C. network with people mostly outside of the company
D. develop contacts with influential people

Question 20 of 40

0.0/ 2.5 Points

Emily and Derek both work in the same bank. While at the bank, they head toward a long flight of stairs. Proper etiquette is for __________

A. Emily and Derek to hold hands going down the stairs.
B. Derek to ask, “Whose turn is it to go down the stairs first?”
C. Derek to go down the stairs in front of Emily.
D. Emily to go down the stairs in front of Derek.

Part 2 of 2 - Lesson 7 Questions 47.5/ 50.0 Points

Question 21 of 40

2.5/ 2.5 Points

Baxter, a hospital administrator, is facing a challenge stressor today, so he is likely to __________.

A. feel indifferent to what is going on around him
B. be less motivated and perform more poorly
C. be more motivated and perform better
D. go into a state of panic because of a system collapse

Question 22 of 40

2.5/ 2.5 Points

Some time-management specialists agree that clearing clutter from your work area and your mind will lead to which of the following?

A. decreased productivity
B. enhanced productivity
C. no change in productivity
D. no conclusive finding

Question 23 of 40

2.5/ 2.5 Points

Research about support networks suggests that socially connected people __________.

A. are more prone to stress
B. are less prone to stress
C. are too busy to be stressed
D. have no reason to worry

Question 24 of 40

2.5/ 2.5 Points

A key contributor of nutritious food to stress management is that such food improves mental and physical health, thereby __________.

A. making rest much less necessary
B. overcoming the effects of a type A personality
C. making it easier to cope with frustration
D. reducing the fight-or-flight response

Question 25 of 40

2.5/ 2.5 Points

A major purpose of work streamlining is to __________.

A. minimize duplication of effort and waste
B. increase the speed at which you work
C. get your to-do list down to fewer than ten items per day
D. share your responsibilities with others

Question 26 of 40

2.5/ 2.5 Points

An analysis encompassing many different groups and employees found that the stressors of role ambiguity and situational constraints are the mostly likely to be associated with which of the following?

A. higher job performance
B. lower job performance
C. no change in job performance
D. no conclusive finding

Question 27 of 40

2.5/ 2.5 Points

Breaking a task down into manageable chunks is aimed at overcoming procrastination due to __________.

A. dislike of an overwhelming task
B. dislike of a task with several components
C. looking to punish oneself
D. craving the excitement of rushing to make a deadline

Question 28 of 40

0.0/ 2.5 Points

Tamara uses the cognitive behavioral approach to stress management, so she begins to __________.

A. meditate when faced with a major problem
B. search in advance for the negatives in a situation that could cause problems
C. blame other people rather than herself for her personal problems
D. overcome some of her negative thoughts that create stress

Question 29 of 40

2.5/ 2.5 Points

The major cause of environmentally induced attention deficit disorder is __________.

A. surfing the Internet during breaks at work
B. overuse of technology and activity overload
C. a harsh and intimidating boss
D. being downsized

Question 30 of 40

2.5/ 2.5 Points

Katie has high self-efficacy, so she is __________.

A. less likely to become heavily stressed by job challenges
B. more likely to become heavily stressed by job challenges
C. less likely to believe that she can handle a difficult job challenge
D. more likely to create stress for herself

Question 31 of 40

2.5/ 2.5 Points

People with negative affectivity are likely to __________.

A. present an optimistic face to the world
B. think that coworkers are wonderful support people
C. aspire toward goals beyond their capability
D. frequently experience emotional stress

Question 32 of 40

2.5/ 2.5 Points

What organ decides whether a given situation is stressful?

A. the heart
B. the eye
C. the brain
D. the gut

Question 33 of 40

2.5/ 2.5 Points

A major consequence of burnout is __________.

A. a dislike of information technology
B. a dependence on hindrance stressors
C. damage to the physical health of workers
D. an increase in job satisfaction

Question 34 of 40

2.5/ 2.5 Points

Leah participates in deliberate practice, so she is likely to __________.

A. neglect her major job responsibilities
B. keep working on areas for improvement
C. procrastinate a good number of tasks
D. develop a repetitive motion disorder

Question 35 of 40

2.5/ 2.5 Points

Working smarter, not harder, means that the person __________.

A. puts extra effort into every task
B. spends very little time planning
C. finds imaginative solutions to problems
D. avoids attitudes of perfectionism

Question 36 of 40

2.5/ 2.5 Points

Nick is a heavy procrastinator, so he is likely to have __________.

A. nightmares about unfinished tasks
B. much more job satisfaction than those workers who worry about getting things done
C. concentrate better than most workers because he is not so busy
D. problems concentrating because of all the undone tasks

Question 37 of 40

2.5/ 2.5 Points

A suggestion for making Internet searches more productive is to __________.

A. use quite general search words and phrases
B. first place messages on social-networking sites asking for advice
C. confine your search to one search engine
D. pay extra attention to your choice of search words or phrases

Question 38 of 40

2.5/ 2.5 Points

A major concern about multitasking while working on important projects is that __________.

A. the work is performed too quickly
B. the person will appear to be old-fashioned
C. errors are likely to increase
D. working on the project is less joyful

Question 39 of 40

2.5/ 2.5 Points

You know you have an extreme job when you work __________.

A. eighty hours per week, travel heavily, and face tight deadlines
B. thirty hours per week from your home and receive high pay
C. only from midnight until eight in the morning
D. during certain seasons, such as the tax season

Question 40 of 40

2.5/ 2.5 Points

Carpal tunnel syndrome takes place when the __________.

A. neck aches from staring at the monitor
B. muscles in the wrist deteriorate from overuse
C. main tendon in the hand ruptures from overuse
D. median nerve in the wrist is trapped and pinched

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Solution: ASHWORTH R04 ONLINE EXAM 7

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ASHWORTH R04 ONLINE EXAM 7

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Part 2 of 2 - Lesson 7 Questions47.5/ 50.0 Points

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Solution: ASHWORTH R04 ONLINE EXAM 7

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Part 2 of 2 - Lesson 7 Questions 47.5/ 50.0 Points