Question $1(1$ point$)$

To harvest A$-$Plus ideas use the Nominal Group Process for emotional or controversial ideas.

Question $1$ options:

a$)$ True

b$)$ False

Question $2(1$ point$)$

Open communication occurs best when people feel

Question $2$ options:

a$)$

their opinions are valued.

b$)$

they will be rewarded, or at least not punished, for their opinions.

c$)$

both A and B

d$)$

neither A nor B

Question $3(1$ point$)$

The $$Second Life Cycle$$ of a customer is the interaction between a recovered customer and the business.

Question $3$ options:

a$)$ True

b$)$ False

Question $4(1$ point$)$

CRM infrastructure is made up of components including technology. This is considered the $\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_.$

Question $4$ options:

a$)$

activities within the company

b$)$

raw material

c$)$

enabling engine

d$)$

the power supply

Question $5(1$ point$)$

The best approach to stress is to:

Question $5$ options:

a$)$

eliminate it$.$

b$)$

manage or limit it$.$

c$)$

just deal with it$.$

d$)$

don$$t increase it$.$

Question $6(1$ point$)$

To avoid the $$blanket tone$$ you should:

Question $6$ options:

a$)$

express ideas in terms of individual benefit.

b$)$

vary your pitch and rate.

c$)$

use words that convey emotion.

d$)$

all of the above

Question $7(1$ point$)$

A quick response to a customer's problem should convey your

Question $7$ options:

a$)$

commitment to quality.

b$)$

desire to keep the customer.

c$)$

happy attitude.

d$)$

willingness to fix it$.$

Question $8(1$ point$)$

Abrasiveness refers to:

Question $8$ options:

a$)$

tone of voice.

b$)$

attitude.

c$)$

irritating manner.

d$)$

all of the above

Question $9(1$ point$)$

Value arises from a tradeoff between:

Question $9$ options:

a$)$

perception and reality.

b$)$

expectation and reality.

c$)$

benefits gained and costs expended.

d$)$

benefits gained and efforts$/$time expended.

Question $10(1$ point$)$

If companies downsize, which employees are the most secure$?$

Question $10$ options:

a$)$

The most tenured

b$)$

The most productive

c$)$

The management

d$)$

All the above