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WorksheetsIQ IN ACS MODULE 4
Total questions: 10
Worksheet time: 3mins
ACCORDING TO RESEARCH, HOW MANY PERCENT OF UNHAPPY CUSTOMERS WILL NOT COMPLAIN DIRECTLY TO COMPANY AND USUALLY TELL THEIR DISSATISFACTION OUTSIDE THE ORGANIZATION?
100
95
90
85
BASED ON WHAT WE DISCUSSED IN MODULE 4, HOW MANY PERCENT OF ALL DISSATISFIED CUSTOMERS WILL NEVER RETURN OR BUY AGAIN?
40
50
60
70
OUR CONFLICT STYLE IS BASED ON OUR APPROACH TO HOW MANY DIMENSIONS OF CONFLICT?
4
3
2
1
IT REFERS TO OUR CONCERN FOR THE PERSON/RELATIONSHIP.
CONFLICT
COLLABORATION
ASSERTIVENESS
COOPERATIVENESS
YOU SHOULD ONLY CONSIDER YOUR CONFLICT STYLE WHEN DEALING WITH CUSTOMER DISSATISFACTION.
TRUE
FALSE
THIS CONFLICT STYLE IS ASSERTIVE BUT NOT VERY COOPERATIVE.
OBLIGOR
AVOIDER
COMPETITOR
NEGOTIATOR
ABILITY TO UNDERSTAND EMOTIONS OF OTHER PEOPLE.
SELF-AWARENESS
INTERNAL MOTIVATION
EMPATHY
SOCIAL SKILLS
ABILITY TO MANAGE RELATIONSHIPS AND BUILD NETWORKS.
SOCIAL SKILLS
EMPATHY
SELF-AWARENESS
SELF-REGULATION
ABILITY TO RECOGNIZE AND UNDERSTAND YOUR MOOD AND EMOTIONS, AS WELL AS THEIR EFFECT ON OTHERS.
EMPATHY
SOCIAL SKILLS
SELF-REGULATION
SELF-AWARENESS
A PASSION TO WORK FOR INTERNAL REASONS THAT GO BEYOND MONEY AND STATUS.
SOCIAL SKILLS
EMPATHY
INTERNAL MOTIVATION
SELF-REGULATION
