Telegroup Customer Service Quiz
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1. Despite all the information you've given your client, he has his mind set on a mediocre plan/product/strategy. He is happy about having finally made a decision, wants to finalize, and makes a point of telling you not to try talking him out of it. You think he is making a mistake but even your manager says you should let it go. How do you deal with the situation?
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I tell him he is making a mistake.
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I try convincing. him to change his decision
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I ask if he is certain he doesn't want to think it over one last time.
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I resist the temptation to try changing his mind.
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I recommend that he should take some time to think about it.
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In a nutshell, The Telegroup company offers services such as consulting, design and engineering of different sectors such as telecommunications and IT. Have you interacted with them on some concerns? Their customer service is being assessed below.
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- 2.
You're helping a computer illiterate friend setup his Internet connection over the phone. He is just not getting what you are trying to explain. How much time do you spend explaining it to him
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I'd work with him for as long as it takes.
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10 minutes or so; I'd go through it once as quickly as possible and then hang up.
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About half an hour; I'd make sure he understands at least the basics.
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None at all; I'd get frustrated the first time he says "I don't understand."
Correct Answer
A. I'd work with him for as long as it takes.Explanation
The correct answer suggests that the person would be patient and willing to spend as much time as necessary to help their computer illiterate friend understand the setup process. They would not give up or get frustrated easily, showing their commitment to assisting their friend until the task is completed successfully.Rate this question:
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- 3.
1. Two inexperienced employees are assigned to work with you on an important project with a tight deadline. How do you feel?
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Glad, I like mentoring others.
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Angry, I don't have time to baby-sit.
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Annoyed, I can work faster on my own.
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Annoyed, I can work faster on my own.
Correct Answer
A. Glad, I like mentoring others.Explanation
The correct answer is "Glad, I like mentoring others." This answer indicates that the person feels positive about working with inexperienced employees and sees it as an opportunity to mentor and guide them. They enjoy helping others and are willing to invest time and effort in developing their skills. This attitude demonstrates a collaborative and supportive approach, which is beneficial for both the employees and the project's success.Rate this question:
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- 4.
A person is telling you a story, but taking forever to get to the point. What do you do?
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I let him/her finish the story, without interrupting.
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I let him/her finish the story without interrupting, but can't help glancing at my watch.
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I ask him/her to get to the point of the story.
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I interrupt by asking, "Does this story have a point?"
Correct Answer
A. I let him/her finish the story, without interrupting.Explanation
The suggested explanation for the correct answer is that the person chooses to patiently listen to the entire story without interrupting. This indicates that they are respectful and considerate towards the storyteller, allowing them to express themselves fully. They may also value the importance of giving others the opportunity to share their thoughts and experiences without interruption.Rate this question:
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- 5.
When dealing with customers, how important is solving problems?
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Always important.
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Important most of the time.
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Not important most of the time.
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Never important.
Correct Answer
A. Always important.Explanation
Solving problems is always important when dealing with customers because it shows a commitment to providing excellent customer service. Customers often reach out when they encounter issues or have concerns, and addressing these problems promptly and effectively can help build trust and loyalty. Failing to prioritize problem-solving can lead to dissatisfied customers, negative reviews, and potentially lost business. Therefore, consistently making an effort to solve problems is crucial for maintaining positive customer relationships and ensuring overall customer satisfaction.Rate this question:
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- 6.
Customer Service is…
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Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."
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Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame.
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Exchanged, often only with a receipt and within a specified time frame.
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Customer service is normally an integral part of a company’s customer value proposition.
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All of the above.
Correct Answer
A. All of the above.Explanation
Customer service is a series of activities designed to enhance customer satisfaction by meeting their expectations. It is important in various industries and can involve exchanging defective merchandise within a specified time frame. Customer service is typically included in a company's customer value proposition. Therefore, "All of the above" is the correct answer as it encompasses all the statements mentioned in the question.Rate this question:
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- 7.
GGood customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
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TRUE
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FALSE
Correct Answer
A. TRUEExplanation
This statement suggests that good customer service is important for retaining customers and generating positive word-of-mouth referrals. It implies that satisfied customers are more likely to recommend a business to others and become repeat customers themselves.Rate this question:
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- 8.
Control your language when answering the phone. Don't use slang or jargon.
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TRUE
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FALSE
Correct Answer
A. TRUEExplanation
This statement is true because when answering the phone, it is important to use proper language and avoid using slang or jargon. Using slang or jargon can make it difficult for the person on the other end of the line to understand what is being said, and it may also give off an unprofessional impression. Therefore, it is important to control your language and use clear and concise communication when answering the phone.Rate this question:
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- 9.
"Certainly", "Very well", or "All right" can be used in responding to the customer.
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TRUE
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FALSE
Correct Answer
A. TRUEExplanation
The statement is true because "Certainly", "Very well", and "All right" are all appropriate responses to a customer. These phrases convey a positive and helpful attitude, indicating that the person is willing to assist the customer with their request or inquiry. Using these phrases can help create a positive customer service experience and show that the business values the customer's needs.Rate this question:
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- 10.
To be positive when answering the phone even on a "down" day, you should say:
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I don't know
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Let me find out about that for you
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I’m sorry I can’t help you
Correct Answer
A. Let me find out about that for youExplanation
When answering the phone, it is important to maintain a positive attitude, even on a "down" day. Saying "Let me find out about that for you" shows that you are willing to assist the caller and go the extra mile to provide them with the information they need. It conveys a helpful and proactive approach, which is essential in customer service.Rate this question:
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- 11.
When you don’t understand the information that the customer is saying, for example his / her last name, how would you politely say to the customer that you did not understand what he/she said?
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Can you repeat that?
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Excuse me, what was that again?
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I’m sorry; can you please spell that out for me?
Correct Answer
A. I’m sorry; can you please spell that out for me?Explanation
The correct answer is "I’m sorry; can you please spell that out for me?" This response politely asks the customer to clarify and provide the spelling of the information that was not understood.Rate this question:
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- 12.
What is the first thing that you should do when making eye contact with a customer?
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A. Say hello
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B. Smile
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C. Ask if you can be of assistance
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D. Refer them to the manager
Correct Answer
A. B. SmileExplanation
When making eye contact with a customer, the first thing you should do is smile. Smiling is a friendly and welcoming gesture that can help create a positive first impression and make the customer feel more comfortable. It shows that you are approachable and ready to assist them if needed. Saying hello or asking if you can be of assistance can come after smiling, but the initial smile sets the tone for the interaction. Referring them to the manager is not necessary unless there is a specific reason to do so.Rate this question:
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- 13.
Customer satisfaction is a step_____________________ customer service.
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A. Below
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B. Around
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C. Into
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D. Beyond
Correct Answer
A. D. BeyondExplanation
Customer satisfaction is a step beyond customer service because it goes beyond simply meeting the basic needs and expectations of customers. Customer service focuses on providing assistance and resolving issues, while customer satisfaction involves exceeding customer expectations and creating a positive experience. It involves understanding and anticipating customer needs, providing personalized solutions, and building strong relationships. By going beyond customer service, businesses can build loyalty, increase customer retention, and drive long-term success.Rate this question:
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- 14.
What is the maximum amount of times that the phone should ring before being answered?
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1
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2
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3
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4
Correct Answer
A. 3Explanation
The maximum amount of times that the phone should ring before being answered is 3. This means that if the phone rings for more than 3 times, it is considered too long and should be answered.Rate this question:
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- 15.
Surveys suggest that most customers evaluate or rate the service that you provide based on five factors. One of those factors is Tangibles. Tangibles is/are _____________
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A. The degree of caring that you show customers
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B. Your ability to provide service that is dependable and accurate.
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C. The physical representations of your company including the facility, equipment and your appearance.
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D. The respect, competence and confidence you show to the customer
Correct Answer
A. C. The physical representations of your company including the facility, equipment and your appearance.Explanation
Tangibles refers to the physical representations of a company, including the facility, equipment, and appearance. This factor is important because it gives customers a tangible impression of the company and influences their evaluation of the service provided. It includes elements such as the cleanliness and attractiveness of the facility, the quality and functionality of the equipment used, and the professional appearance of the staff. By focusing on these tangibles, a company can enhance the overall customer experience and improve customer satisfaction.Rate this question:
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- 16.
An external customer ________________________ while an internal customer is/are ____________.
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A. Are the people who buy your company's products or services; are the people who work within your company.
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B. Are the people who work within your company; are the department heads of each section.
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C. Are the people who work within your company; are the customers
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D. Are the people who buy your company's products or services; are the customers
Correct Answer
A. A. Are the people who buy your company's products or services; are the people who work within your company.Explanation
An external customer refers to individuals or organizations who purchase products or services from a company. They are the end-users or consumers of the company's offerings. On the other hand, an internal customer refers to the employees or staff members within the company who rely on the products or services provided by other departments or colleagues to carry out their work effectively. In other words, internal customers are the people within the organization who depend on each other to perform their job responsibilities.Rate this question:
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- 17.
When dealing with a difficult customer it is important to remember_________________.
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A. To not take it personally
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B. To use positive self-talk
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C. Both a and b above
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D. None of the above
Correct Answer
A. C. Both a and b aboveExplanation
When dealing with a difficult customer, it is important to remember not to take it personally and to use positive self-talk. This means that the customer's behavior or attitude should not be seen as a personal attack, but rather as a reflection of their own issues or frustrations. Using positive self-talk can help maintain a calm and professional demeanor, allowing for better communication and problem-solving. By combining these two strategies, one can effectively handle difficult customers and maintain good customer service.Rate this question:
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- 18.
What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?
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A. We value your business
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B. We are too busy to handle your business
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C. As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring
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D. None of the above
Correct Answer
A. B. We are too busy to handle your businessExplanation
If a customer consistently receives the 5th or 6th ring before their call is answered, it suggests that the company may be too busy to handle their business. This could imply that the company is understaffed or experiencing high call volumes, resulting in longer wait times for customers. It may also indicate a lack of prioritization for customer service, as the delayed response time may give the impression that the company does not value their customers' time.Rate this question:
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- 19.
The "moment of truth" is that moment when you come into contact with a customer and you create an image of your company to that customer. This is a one-time occurrence for each customer.
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TRUE
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FALSE
Correct Answer
A. FALSEExplanation
The statement is false because the "moment of truth" is not a one-time occurrence for each customer. It refers to every interaction a customer has with a company, from the first contact to ongoing interactions. Each touchpoint is an opportunity to create a positive or negative impression of the company, and these moments collectively shape the customer's perception of the company over time.Rate this question:
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- 20.
Closed questions are used to _____________________
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A. Get specific information from the customer
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B. Draw the customer into a conversation
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C. Begin with words like "what", "how" and "why"
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D. Are used whey you need a lengthy explanation from a customer
Correct Answer
A. A. Get specific information from the customerExplanation
Closed questions are used to get specific information from the customer. Closed questions typically require a short, specific response, such as a yes or no answer or a specific piece of information. They are useful in gathering specific details or facts from the customer and can help to narrow down the focus of a conversation or interaction.Rate this question:
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- 21.
An effective way to approach a problem is:
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A. Complain to the supervisor
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B. Offer a reasonable alternative solution to your customer or supervisor
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C. Ignore the customer's odd requests
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D. Listen attentively and then pass it on to the boss
Correct Answer
A. B. Offer a reasonable alternative solution to your customer or supervisorExplanation
An effective way to approach a problem is to offer a reasonable alternative solution to your customer or supervisor. This shows that you are proactive and willing to find solutions rather than just complaining or ignoring the issue. It also demonstrates good problem-solving skills and a willingness to collaborate and find a resolution that satisfies all parties involved.Rate this question:
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- 22.
Communication is a give and take process. As a speaker it is your job to:
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A. Speak loudly and roughly in order to intimidate people into listening
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B. Intentionally speak over a person's ability to understand or communicate
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C. Determine if the listener understands
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D. Always ensure that you have the first and the last words said
Correct Answer
A. C. Determine if the listener understandsExplanation
The correct answer is c. Determining if the listener understands is an important aspect of effective communication. As a speaker, it is crucial to gauge the comprehension level of the listener to ensure that the message is being received and understood accurately. This can be done through various means such as asking for feedback, using non-verbal cues, or clarifying any doubts or confusion that may arise. By determining if the listener understands, the speaker can make necessary adjustments or provide additional information if needed, leading to better communication outcomes.Rate this question:
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- 23.
When a misunderstanding happens with a co-worker you should:
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A. Be honest and admit there is a problem
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B. Work together to come up with solutions
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C. Avoid the co-worker and talk to everyone else at work about the problem with the co-worker
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D. Both A and B
Correct Answer
A. D. Both A and BExplanation
In a situation where a misunderstanding occurs with a co-worker, it is important to be honest and admit that there is a problem. This shows transparency and a willingness to address the issue. Additionally, working together with the co-worker to come up with solutions is crucial in resolving the misunderstanding and improving the working relationship. By combining both honesty and collaboration, the chances of resolving the issue and maintaining a positive work environment are increased.Rate this question:
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- 24.
When a misunderstanding happens with a customer you should:
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A. Apologize for the error even though it may not have been your
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B. Tell them it was someone else's fault
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C. Ask them what you can do to make them happy
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D. Both A and C
Correct Answer
A. D. Both A and CExplanation
When a misunderstanding happens with a customer, it is important to apologize for the error, even if it may not have been your fault. This shows empathy and acknowledges the customer's frustration. Additionally, asking the customer what you can do to make them happy demonstrates a willingness to resolve the issue and meet their needs. By combining both apologizing and asking for a solution, you can effectively address the misunderstanding and work towards a resolution that satisfies the customer.Rate this question:
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- 25.
When working on a team it is important to:
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A. Take credit for all the parts of the projects that you contributed especially if the project was successful
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B. Make sure to blame the ones that did not do their part if the project was unsuccessful
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C. Ensure that you are the leader of the project because that person will get all the praise
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D. Share responsibility for both the success and challenges that occurred during the project
Correct Answer
A. D. Share responsibility for both the success and challenges that occurred during the projectExplanation
When working on a team, it is important to share responsibility for both the success and challenges that occurred during the project. This means acknowledging and taking ownership of the contributions and mistakes made by all team members. By doing so, it fosters a sense of accountability, collaboration, and trust within the team. It also promotes a positive and supportive team culture where everyone feels valued and motivated to work together towards achieving project goals.Rate this question:
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Current Version
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Mar 22, 2023Quiz Edited by
ProProfs Editorial Team -
Sep 23, 2009Quiz Created by
Telegroup1
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