Module 1 - Employability

Question 1

Generally doesn't complain; most dangerous to a business because they'll often complain to others instead of the company

Accepted Answer

Meek customer

Question 2

How can you be an active listener?

Accepted Answer

make eye contact, show interest, focus

Question 3

Daily assignments and homework will account for _______% of your overall course average.

Accepted Answer

10

Question 4

Should you share your login credentials for our online platform with others?

Accepted Answer

no

Question 5

Your tests and projects will account for how much of your overall course average?

Accepted Answer

40%

Question 6

A company’s ability to supply wants and needs to customers

Accepted Answer

Customer service

Question 7

It is acceptable to take personal cell phone calls during work hours

Accepted Answer

False

Question 8

Quizzes and labs will count as ____% of your overall course average.

Accepted Answer

30

Question 9

Expects the absolute best; likely complains in a reasonable manner

Accepted Answer

High-roller customer

Question 10

Never satisfied; feels there’s always something wrong

Accepted Answer

Chronic complainer

Question 11

Which one is a barrier to communication?

Accepted Answer

Not listening

Question 12

Which is not a step for handling a customer complaint

Accepted Answer

Don't apoloogize

Question 13

When sending an email in the workplace, you should not

Accepted Answer

use shorthand, abbreviations, and slang

Question 14

What are the two types of communication?

Accepted Answer

verbal & nonverbal

Question 15

Wants to “win”—Their role is not to get the complaint satisfied but to win by getting something that is not entitled to

Accepted Answer

Rip-off Customer

Question 16

Readily complains, often loudly and at length

Accepted Answer

Aggressive customer

Questions 16