Customer Relations and Conflict Management Quiz

What is the main reason businesses lose customers?

• Service people don’t care

• Poor quality products

• Lack of advertising

• High prices

What are the two main elements of customer service?

• Sales & Marketing

• Technology & Innovation

• Personal & Procedural

• Communication & Problem-Solving

Which of the following actions would be an example of the procedural element of customer service?

• Arjun greeting customers with a smile

• Charlotte providing service recommendations to customers

• Neha following protocol for customer complaints

• Arjun listening carefully to customer concerns

What are defense mechanisms?

• Psychological strategies used to prepare for difficult situations

• Physical strategies used as protection from difficult situations

• Psychological strategies used as protection from difficult situations

• Psychological strategies used to ignore difficult situations

What should be the primary objective during a conflict negotiation?

• For one party to win the argument

• To find a mutually beneficial solution for all parties involved

• To avoid further conflict by letting one party have their way

• For one party to assert dominance

What two behavioral approaches do most people bring into conflict negotiation situations?

• Cooperativeness and Collaboration

• Competition and Compromising

• Avoiding and Accommodation

• Assertiveness and Cooperativeness

What is the likely result of using the avoidance conflict handling strategy?

• Both parties get everything they want

• Other party gets what they want

• The issue does not get resolved

• No regard for the other party

Is there such thing as constructive conflict?

• Yes

• No

A group of 4 classmates are working together on a report. They will all receive the same grade. What concept does this illustrate?

• Interdependence

• Dependence

• Co-dependence

• Independence

Why don't Thomas & Kilman recommend the collaboration conflict handling strategy?

• It is too time-consuming and difficult to achieve

• It often leads to a win-lose outcome, which can cause resentment

• It requires a high level of trust and cooperation, which may not always be present

• It may lead to an outcome that does not fully address the underlying issues