Complete the mcq:
1 The technical meaning of conflict of interest is that:
one person manipulates another.
a person's judgment or objectivity is compromised.
any decision a person makes is unethical.
two parties in an unethical dispute cannot agree on a compromise solution.
2 A study found that when customer service workers receive emotional support from coworkers, they:
have the courage to be rude to customers.
provide better service to customers.
have a lower customer-service orientation.
lower their organizational citizenship behavior.
3 In a fair workplace, the most important factor for evaluating people is:
whether they are liked by the right people.
demographic factors like sex, race, or age.
how well the person is liked by his or her supervisor.
qualifications and job performance.
4 Ethical screening refers to:
running a contemplated decision or action through an ethics test.
evaluating job applicants based on their charitable contributions.
making sure that all company employees have ethics training.
avoiding contact with unethical people wherever possible.
5 The cycle of service chart lists a series of:
highs and lows in providing customer service.
moments of truth experienced by a customer.
service problems encountered by a customer.
times at which a product should be serviced.
6 According to the analysis presented in the human relations text, which one of the following values is part of virtuousness?
not worrying too much about reality
forgiving any breach of morality, however serious
faking reality when it fits a person's self-interest
thinking independently rather than relying too heavily on others
7 According to a consumer behavior specialist cited in the human relations text, good service comes down to:
treat customers as if they were family members or friends.
creating a positive and memorable customer experience.
beating the competition in price by at least 10 percent.
beating the competition in price by at least 25 percent.
8 An internal customer is a (n):
customer who knows top management personally.
person within the company who uses your output.
person who buys a product or service in person.
employee who acts as a customer spokesperson.
9. Restaurant manager Sue has a utilitarian predisposition, so she doesn't mind serving customers food that fell on the floor so long as:
the food was costly.
no customer gets sick.
the issue is not covered in the company code of conduct.
she can blame the problem on somebody else.
10 The way to add value for customers is to:
reduce the price of goods.
provide training for using the product or service.
offer a discount for future purchases.
satisfy their needs.