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What is assertiveness?

• A. The ability to direct others

• B. The ability to communicate confidently and clearly

• C. The ability to avoid conflict by yielding

• D. The ability to project power

Which characteristic does NOT describe an assertive person?

• A. Protecting their own rights

• B. Expressing opinions without hurting others

• C. Always yielding to others’ opinions

• D. Communicating clearly and confidently

What helps someone become assertive?

• A. Speaking loudly to assert their views

• B. Staying calm and presenting their ideas clearly

• C. Avoiding debates or discussions

• D. Imposing their opinions on others

5. What would an assertive person do in a conflict situation?

• A. Ignore their own opinions to avoid arguments

• B. Patiently listen and present their ideas politely

• C. Abruptly dismiss the other person’s opinion

• D. Force others to agree with them

What is the most important factor when dealing with a difficult customer?

• A. Showing empathy and listening

• B. Arguing to defend the company

• C. Ignoring the customer’s opinions

• D. Providing an immediate solution without understanding the issue

What should a manager do when a customer is angry?

• A. Interrupt the customer to defend their point

• C. Refuse to address the problem

• B. Stay calm, listen, and acknowledge the issue

• D. Assert authority to overpower the customer

What should NOT be done when handling a difficult customer?

• Speak in a calm tone

• Ask questions to understand the problem better

• Propose reasonable solutions

• Respond with anger

9. Which statement shows assertiveness when responding to a difficult customer?

• A. “I’m very sorry for the inconvenience. We will find a solution immediately.”

• B. “You’re wrong; this isn’t our issue.”

• C. “We can’t help you with this.”

• D. “If you’re not satisfied, you can go elsewhere.”

If a customer continues to complain unreasonably, the appropriate response is to:

• A. Fully yield to their demands

• B. Interrupt their complaints

• C. Politely and patiently repeat the solution

• D. Ignore the customer

If a customer complains about a product, what is the first step you should take?

• A. Apologize and listen to their concerns

• B. Defend the company and blame external factors

• C. Interrupt their complaints

• D. Dismiss the issue