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Test Crisis management on public platforms (Social Networks)

QUESTION 1: What tactical move is recommended after a negative post?

Offer a compassionate initial response in public and ask to continue in private
Launching a detailed public discussion about the issue
Provide a compassionate initial response and redirect the case to direct messaging
Delete the comment and block the complainant

QUESTION 2: What should a corporate representative avoid when facing online provocation?

Maintain an elegant and formal tone
Demonstrating a willingness to investigate the problem
Seek to neutralize negativity with measured responses
Respond sarcastically or defensively

QUESTION 3: Why is it important to transfer complex complaints to private channels?

Because it increases public visibility
To protect the user’s privacy and handle the conflict discreetly
To turn the complaint into a public spectacle
To resolve the conflict through open confrontation

QUESTION 4: According to the text, what effect do public platforms have on commercial dissatisfaction?

They act as amplifiers that turn individual complaints into public spectacles
Reduces the visibility of complaints
Prevents customers from expressing their dissatisfaction
Always facilitate quick solutions without damaging the company’s reputation

QUESTION 5: In the hotel example, what should the community manager do after publicly apologizing?

Request that reservation details be sent via private message
Publishing customer data for transparency
Launch a public discussion about the failure
Remove the comment and deny responsibility

QUESTION 6: According to the text, what is the consequence of responding to criticism with sarcasm?

Neutralizes the attacker's toxicity
The damage to reputation will be irreversible
Demonstrates business maturity
Protects the confidentiality of passenger data

QUESTION 7: What must every meticulously calibrated response reflect?

The intention to confront the whistleblower
A hostile tone to deter attackers
The institution’s values and level of sophistication
A detailed technical explanation of the issue

QUESTION 8: What is one of the final recommendations in the summary?

Arguing confrontationally in public
Ignore criticism to prevent it from escalating
Publish all the details of the conflict
Transfer complex complaints to private messaging to protect privacy

This test is only available to students who have purchased the course

INCORRECT QUESTIONS

Are there any errors or improvements?

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What is the error?

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