Principles of Management
Midterm Exam
Course Introduction
Principles of Management introduces students to the foundational concepts, theories, and practices that guide effective management within organizations. The course explores the roles and responsibilities of managers, the planning and decision-making processes, organizational structure and design, leadership, motivation, teamwork, and control systems. It emphasizes the development of critical management skills such as strategic thinking, communication, problem-solving, and ethical decision-making. Through case studies and real-world examples, students learn how managers coordinate resources, lead teams, adapt to changing environments, and achieve organizational goals efficiently and ethically.
Recommended Textbook
Customer Service Skills for Success 6th Edition by Robert W. Lucas
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10 Chapters
550 Verified Questions
550 Flashcards
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Chapter 1: The Customer Service Profession
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Sample Questions
Q1) The ability of knowledgeable,capable,and enthusiastic employees to deliver products and services to their internal and external clients in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business is called ____.
A) downsizing
B) networking
C) customer service
D) outsourcing
Answer: C
Q2) Explain the term service recovery.
Answer: If a service breakdown does occur,managers in truly customer-focused organizations should empower employees at all levels to do whatever is necessary to satisfy the customer.For this to happen,management must educate and train staff members on the techniques and policies available to help serve the customer.They must then give employees the authority to act without asking first for management intervention in order to resolve customer issues.This concept is known as service recovery.
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Chapter 2: Contributing to the Service Culture
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Sample Questions
Q1) To promote a positive service culture,customer service professionals should always
A) view vendors and suppliers as salespeople whose only purpose is to serve them
B) focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers
C) be well versed in the many facets of their organization and its operation, related industry topics, and the competition
D) use "they" language when dealing with customers
Answer: C
Q2) In an organization,_____ are the task assignments that service providers assume. A) service delivery systems
B) customer expectations
C) employee roles
D) value chain activities
Answer: C
Q3) The service culture in every organization is identical.
A)True
B)False
Answer: False
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Page 4
Chapter 3: Verbal Communication Skills
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Sample Questions
Q1) Paraphrasing is a key element of two-way verbal communication.
A)True
B)False
Answer: False
Q2) The response to a sender's message that allows both the sender and receiver to know that a message was received correctly is called
A) pet peeve.
B) small talk.
C) verbal feedback.
D) rapport.
Answer: C
Q3) Which of the following is an example of nonassertive behavior?
A) Grasping a table or chair while talking.
B) Giving a limp and weak handshake.
C) Folding the hands while talking.
D) Apologizing for mistakes and moving on with the conversation.
Answer: B
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Chapter 4: Nonverbal Communication Skills
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Sample Questions
Q1) Explain the impact of culture in customer interaction and service.
Q2) Which of the following is an example of negative nonverbal behavior?
A) Eyes wide open
B) Gesturing with open hand
C) Pointing a finger
D) Brief eye contact
Q3) _____ is likely to lead to customer relationship breakdowns.
A) Saying "please" and "thank you" to customers
B) Asking permissions and acknowledging contributions
C) Organizing and cleaning the work area regularly
D) Using pet phrases such as "cool" excessively
Q4) What is the editorial eyebrow?
Q5) Which of the following is a problem associated with nonverbal cues?
A) They are highly ineffective in customer interactions.
B) They are incapable of carrying powerful messages.
C) They are likely to be misinterpreted.
D) They are overridden by verbal messages.
Q6) Nonverbal communication is a scientific method to understand human beings.
A)True
B)False
Page 6
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Chapter 5: Listening Skills
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Sample Questions
Q1) _____ is often displayed through nonverbal cues (nodding or cocking of the head to one side or the other,smiling,or using paralanguage).
A) Empathy
B) Patience
C) Attentiveness
D) Objectivity
Q2) Describe the four steps in the listening process.
Q3) When you are ill,fatigued,in poor physical condition,or not feeling well,listening can suffer.
A)True
B)False
Q4) Open-ended questions are a quick way to check what was already said or agreed on.
A)True
B)False
Q5) What is the last phase of the listening process?
A) Comprehending
B) Attending
C) Hearing
D) Responding
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Chapter 6: Customer Service and Behavior
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Sample Questions
Q1) A customer service professional needs to be aware that everyone is different.
A)True
B)False
Q2) What do you mean by seamless service?
Q3) The way a person acts or reacts under certain circumstances are the primary behavior patterns that everyone has.
A)True
B)False
Q4) Discuss how we base our perceptions within a customer service framework.
Q5) What are behavioral styles? How do they affect service provider-customer relationships?
Q6) You are stereotyping a person when you make generalizations not based on reality. A)True
B)False
Q7) A nonverbal cue of someone who is expressive is a(n):
A) forceful tone.
B) active body language.
C) short attention span.
D) fleeting eye contact.
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Chapter 7: Service Breakdowns and Service Recovery
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Sample Questions
Q1) What are the five phases to the service recovery process?
Q2) Once a customer transaction is completed,make sure any necessary follow-up action is begun.
A)True
B)False
Q3) Motivational devices that cause customers to seek out specific types of products or services are referred to as customer needs.
A)True
B)False
Q4) You can win the customer over by:
A) working without the help of the customer to solve the problem.
B) telling the customer to go somewhere else while you handle it.
C) letting someone else handle it to save your time.
D) using a people-centered approach to problem analysis and problems solving.
Q5) The key to helping resolve any service breakdowns is to frame your problem resolution with customer-focused messages through use of the emotion-reducing model.
A)True
B)False
Q6) List any five possible strategies to effectively handle dissatisfied customers.
Page 9
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Chapter 8: Customer Service in a Diverse World
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Sample Questions
Q1) Keith,a middle-aged sales representative at NewGen,a sports apparel store often encounters customers from Generation Y.Which of the following approaches should Keith adopt to serve these customers better?
A) He must adopt an informal approach and treat them as his own children.
B) He must adopt a flippant approach toward them.
C) He must strive to get overly familiar with them.
D) He must strive to cater to their wants and needs just like any other customer.
Q2) Which of the following statements is true of people from monochronic societies?
A) They base promptness on relationships.
B) They tend to do one thing at a time.
C) They consider time as a guide and flexible commodity.
D) They juggle multiple things without feeling stressed.
Q3) Many service providers are wise to take values for granted.
A)True
B)False
Q4) Caution must be used when considering any characteristics,since grouping people can lead to stereotyping.
A)True
B)False
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Chapter 9: Customer Service Via Technology
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Sample Questions
Q1) A portable on-demand broadcast is called a podcast.
A)True
B)False
Q2) With the high number of users,internet usage is considered a Generation X tool.
A)True
B)False
Q3) When you fail to use good grammar in your communications,you may be perceived as lazy or uneducated.
A)True
B)False
Q4) When delivering service face-to-face with a customer,you should:
A) address the customer using his or her first name and assume familiarity.
B) ask the caller to come visit the office for quicker service.
C) use jargon, slang, and colloquialisms to set a friendly mood.
D) speak clearly, smile frequently, and use correct grammar.
Q5) Jargon,slang,and colloquialisms are friendly terms/phrases that make customers smile and should be used often.
A)True
B)False
Q6) List four advantages of telephone communication.
Page 11
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Chapter 10: Encouraging Customer Loyalty
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Sample Questions
Q1) A shortsighted view of customer interaction shows that:
A) customers are viewed from a relationship standpoint.
B) striving to employ as many positive relationship building skills can be very beneficial.
C) customers interactions are viewed from a long-term perspective.
D) a customer calls or comes in, service is provided, and then the customer goes away.
Q2) Core values are a set of standards which guides the conduct of all employees.
A)True
B)False
Q3) Which of the following is a channel partner that provides a distribution outlet or link for a company's products and services?
A) strategic
B) transactional
C) direct
D) tactical
Q4) The most important thing to remember about trust is that,without it,you have no relationship.
A)True
B)False
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