Answer Happy

1. To overcome resistance to change, advocates can apply the
following strategies except:
A.Involve potential resisters
B.Move slowly at first
C.Involves surprises
D.Start small and be flexible
2.Which of the following is not true
A.The customer must be the organization's top priority
B.Reliable customers are the most important customers
C.Customer satisfaction is ensured by
producing high-quality products.
D.Customer satisfaction is mostly objective and easy to
determine
3. Which of the following is true
A.Communication is not essential in building customers'
loyalty
B.Communication is paramount when determining and understanding
the needs of the customers
C.Communication between departments is not advisable when there
are conflicts between individuals
D.Customers feedbacks is not part of customers communication
process
4.Employee empowerment includes the following except:
A.Engaging employees in the thinking process of an organization
in ways that matter.
B.Having input that is heard and used, and it means giving
employees ownership of their jobs
C.Requires a change in the organizational culture, but it does
not mean that managers abdicate their responsibilities or
authority
D.Employees should be given total freedom to establish
individuality in conducting their tasks and duties
5.
These are the inhibitors towards empowerment except:
A.Customers
B.Employees
C.Unions
D.Management