Question $11(1$ point$)$

Customer convenience stems from:

Question $11$ options:

a$)$

speed of service and ease of doing business.

b$)$

efficiency and value.

c$)$

personalized service and good communication.

d$)$

internet and face to face interaction

Question $12(1$ point$)$

Interpersonal relationship stress arises from which factors?

Question $12$ options:

a$)$

employees who distrust each other

b$)$

workplace harassment

c$)$

lack of respect among co$-$workers

d$)$

all of the above

Question $13(1$ point$)$

Stress is defined as a mental or emotional response to a difficult condition or situation.

Question $13$ options:

a$)$ True

b$)$ False

Question $14(1$ point$)$

Communication efficiency is a ratio of the costs of:

Question $14$ options:

a$)$

communication relative to the number of people reached by the message.

b$)$

a communication medium relative to the credibility of that medium with the target audience.

c$)$

both A and B

d$)$

neither A nor B

Question $15(1$ point$)$

Rehashing a bad customer interaction is a good way to learn from it$.$

Question $15$ options:

a$)$ True

b$)$ False

Question $16(1$ point$)$

Employees can give negative, useful feedback to their company if they do so in a non$-$whining manner.

Question $16$ options:

a$)$ True

b$)$ False

Question $17(1$ point$)$

About $25\%$ of shoppers never received a response to their email requests for assistance, according to Shop.org.

Question $17$ options:

a$)$ True

b$)$ False

Question $18(1$ point$)$

Psychologists suggest people procrastinate because

Question $18$ options:

a$)$

Fear of either success or failure

b$)$

Laziness

c$)$

Other priorities

d$)$

They do not care

Question $19(1$ point$)$

Which of the following is NOT a method of reducing wait time perception?

Question $19$ options:

a$)$

Using a virtual queue.

b$)$

Using a pager to allow the customer to do something else while waiting.

c$)$

Using signage to tell the customer how long the wait will be$.$

d$)$

Telling the customer the average wait time.

Question $20(1$ point$)$

Making changes will guarantee success.

Question $20$ options:

a$)$ True

b$)$ False