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Verbal feedback considers distortion.Question 13 3 out of 3 pointsWhich of the following statements is true of the problems associated with channels of communication?Answers: The nonverbal cues that accompany words are unidentifiable in telephonic conversations.Face-to-face conversation denies the opportunity to supplement the words with nonverbal cues.Written communication has the potential for misunderstanding of words.It is typically best to avoid face-to-face communication in an ideal world.Question 14 3 out of 3 pointsResentment, frustration and retaliation often result when employees believe their supervisor is ____.Answers: misusing their poweraffirming the value of relationshipsdemonstrating commitmentworking toward goal attainmentQuestion 15 3 out of 3 pointsThe _____ includes an element of an organization that a customer experiences.Answers: human resourceorganizational cultureservice environmentservice recovery
Question 16 3 out of 3 pointsThose who actively seek out, research and buy, rent or lease products or services offered by a business are its ____.Answers: external customersinternal customersinvestorssuppliersQuestion 17 3 out of 3 pointsEmployees of other departments or branches, co-workers and other people who work within the same organization are ____.Answers: external customersinternal customersonline customerscurrent customersQuestion 18 3 out of 3 pointsWho among the following is an example of internal customers?Answers: VendorsSuppliersPotential clientsSubordinatesQuestion 19 3 out of 3 pointsWhich of the following statements best describes the term "e-commerce?"Answers: It refers to an entire spectrum of companies that market products and services on the Internet and through other technology.
It is a trade agreement entered into by the United States, Canada, and Mexico to help them eliminate barriers to trade.It is a process by which employees are terminated or empty positions are left unfilled once someone leaves an organization.It refers to the group of companies operated by the federal government that sells products for free of cost.Question 20 3 out of 3 pointsDuring the early days of business growth, many sold or bartered products from their homes in what became known as ____.Answers: outsourcing organizationscottage industriesservice industriescustomer-focused organizationsQuestion 21 3 out of 3 points_____ undertakes activities such as recruiting, selecting, training, and retaining qualified people.Answers: Human resourceDelivery systemService recoveryOrganizational cultureQuestion 22 3 out of 3 pointsWhich of the following countries is a part of the North American Free Trade Agreement (NAFTA)?Answers: MexicoCosta RicaBermudaGreenland
Question 23 3 out of 3 points_____ is a term that describes an organization that uses knowledge as a basis for competitive advantage.Answers: Learning organizationCustomer-focused organizationService industryCottage industryQuestion 24 3 out of 3 pointsWho among the following is an example of external customers?