Marketing - Chapter 10

The number-one rule when speaking to clients or customers is to be assertive.

Companies can help prevent conflict by creating a healthy atmosphere in which everyone is accepted despite differences in beliefs, values, and backgrounds.

According to the textbook, goal-setting is becoming increasingly important in business.

A team leader must assign roles for each team member based on their skills and experiences.

Honest behavior includes telling the truth, maintaining confidentiality, and not spreading rumors.

Employment laws forbid discrimination due to gender, age, religion, or national origin. This expectation falls under what category?

When team members meet together to give feedback to each other, what are they demonstrating?

What do employees do when preparing for many different tasks on the job?

Keith designs robots used in manufacturing. His colleagues value his ability to come up with new ways to present products and find solutions to challenging problems. What trait does Keith posses?

When handling conflict, what interpersonal skill is especially useful for success in dealing with customers?

A(n) team’s____________________ must be consistent with its goals.

Being accountable for one’s actions and following through are examples of the personal trait called____________________.

Conflict resolution helps members of a group work _________________________.

When you receive a customer’s complaint, you should be empathetic, but your actions in dealing with the complaint should conform with your company’s ____________________.

Jackson is a manager at a local movie theater. He supervises a staff of 20. Whenever an employee has a work-related problem, he treats him or her with respect and patience. Jackson’s interactions demonstrate that he is skilled at fostering the employees’ ____________________.