Building relationships

A manager wishes to build a good relationships with a new customer. Which approach would start to build rapport?

• Share personal experiences of working with other customers.

• Use small talk to establish common ground and shared interests.

• Repeat everything the customer says to demonstrate listening skills.

• Discuss the contract details first, then think about how to build trust.

Which of the following negotiation styles represents a win/win situation?

• Collaborating

• Competing

• Avoiding

• Accommodating

Which of these is a benefit of using a customer relationship management (CRM) system?

• Tracking customer orders and when they were fulfilled.

• Reducing the training needed for customer service staff.

• Automating all customer interactions to reduce staff.

• Increasing customer base and sales volumes.

A manager has conducted a stakeholder analysis, and has mapped several stakeholders with high interest and high power. What approach should be taken to manage these stakeholders?

• Minimal monitoring.

• Keep satisfied.

• Keep informed.

• Fully engage.

What competence does a manager require to ensure stakeholder engagement?

• Influencing others.

• Time management.

• Delegation.

• Planning.

How does stakeholder relationships management (SRM) differ from customer relationship management (CRM)?

• SRM is practical tool for storing sales related information.

• SRM is about understanding different stakeholders and their impact.

• SRM is a process for allocating work to different team members.

• SRM is a tool that is used to conduct online surveys.

A customer is angry about the service being provided by an organisation, and calls to make a complaint. Why is it important to acknowledge the customer's perspective?

• It will establish the organisations positon.

• It will prolong the potential conflict.

• It will help to calm the customer down.

• It will ensure records are kept up-to-date.

Cross-functional teams work together to achieve organisational goals. Which of these are challenges of cross-team working? Select two answers.

• Team members are empower to make decisions.

• Conflict between teams who have different perspectives.

• Can be difficult to manage teams on different sites.

• Performance reviews are not completed on time.

• Individuals learn about the organisation from each other.

Three teams need to build relationships so that they will work effectively together. What should the manage do to facilities this process?

• Ensure all teams roles remain unchanged.

• Agree formal and informal communication methods.

• Report potential problems to senior management.

• Re-arrange teams sitting positions.

What can a manager do to empower individuals to achieve cross-team organisational objectives?

• Encourage creativity and respect for different ideas.

• Give specific instructions that all teams need to follow.

• Set working patterns that everyone should adhere to.

• Adopt an autocratic management style and approach.