Question 1 (7 points) A mission statement describes the _______ state of an organization and its primary goals or objectives.

Question 1 options:

Financial

Current

Future

Local

Question 2 (7 points) Almost ____ of consumers are unlikely or very unlikely to return to a business where they experienced poor customer service, even if a trusted friend said the service had improved.

Question 2 options:

10%

25%

50%

60%

Question 3 (7 points) The difference in word choice tells customers youre going to work with them to find a solution that works for them.

Question 3 options: True False

Question 5 (7 points)

It helps you create the welcoming and friendly frame of mind that is so important in customer service

Question 5 options:

	a clean desk
	an empty wait line
	a smile
	none of the above

Question 6 (6.5 points)

You can surround yourself with things like pictures of family or friends, motivational or funny quote posters, upbeat music and many other sorts of goodies to keep your negative feelings get neutralized when dealing with a difficult customers or handling a challenging situation. What term best describes the statement?

Question 6 options:

	Personal property
	Anchors
	Objectives
	None of the above

Question 7 (6.5 points)

What is the name of the overall model or theory which Self Awareness, Self-Management, Social Awareness and Relationship Awareness act as pillars in support of?

Question 7 options:

	IE
	Emotional Intelligence
	Emotional quality
	None of the above

Question 8 (6.5 points)

The vision and mission statements help to properly the resources of an organization towards achieving a successful future.

Question 8 options:

	Pronounce
	Restore
	Align
	None of the above

The provides the organization with a clear and effective guide for making decisions, while the ensures that all the decision made are properly aligned with what the organization hopes to achieve. Vision statement, Mission Statement

Question 10 options:

	Vision statement, Mission Statement
	Company President, Vice President
	Mission statement, Vision Statement
	Company Advisor, Company Manager

Question 12 (6.5 points)

The mission statement acts as a ______, where it provides the direction that is to be followed by the organization while the vision statement provides the goal (or the destination) to be reached by following this direction.

Question 12 options:

	Buffer
	Level Benchmark
	North Star
	Document