The Conflict Resolution Quiz Questions

5 Questions | Total Attempts: 832

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The Conflict Resolution Quiz Questions

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Questions and Answers
  • 1. 
    An angry customer's comments should be taken personally, because they are mad at you.
    • A. 

      True

    • B. 

      False

  • 2. 
    What Conflict Outcome is most desirable?
    • A. 

      You Win - They Lose

    • B. 

      You Win - They Win

    • C. 

      You Lose - They Lose

    • D. 

      You Lose - They Win

  • 3. 
    Who should take the responsibility to resolve the customer's complaint?
    • A. 

      The Manager

    • B. 

      The cashier

    • C. 

      The Operations Manager

    • D. 

      The General Manager

    • E. 

      You

  • 4. 
    What is the acronym used in Lanier's approach to customer service and what does it stand for?
    • A. 

      G.S.S. -- Give, Serve, Send

    • B. 

      G.S.G. -- Greet, Serve, Goodbye

    • C. 

      G.S.S. -- Greet, Serve, Send

    • D. 

      G.A.S. -- Give Away the Store

  • 5. 
    What Leadership Standard applies to this module?
    • A. 

      Show initiative

    • B. 

      Establishes leadership credibility

    • C. 

      Ensures customer service

    • D. 

      Treats others fairly