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Test Decisions on the cost-effectiveness of disputes

QUESTION 1: What does the analysis reveal about retaining the entire audience?

That retaining everyone may be financially unsustainable
That all users generate high profit margins
Never reimburse transactions
Toxic profiles do not affect reputation

QUESTION 2: What should organizations review regarding difficult customers?

The impact on costs and resources caused by these individuals
Preference for digital platforms
Account tenure
Employee competence

QUESTION 3: According to the text, what is the reason for implementing an amicable separation?

Minimizing costs in the short term regardless of reputation
Publicly punish the toxic user
Saves time by avoiding any refunds
Prevent collateral damage and avoid smear campaigns

QUESTION 4: What strategy is suggested to neutralize the media threat posed by a hostile user?

Ignore all criticism on social media
Issuing aggressive legal counter-statements
Raise prices to offset losses
Offer refunds or concede on minor demands to close the account amicably

QUESTION 5: What hidden cost mentioned affects internal staff?

Loss of loyal customers due to pricing policies
Increase in billable hours to the client
Psychological wear and tear on staff
Increase in company capital

QUESTION 6: What effect does deliberately expelling a small percentage of problematic profiles have?

Trigger an immediate reputational crisis
Reduces operational efficiency
Increase the company's overall efficiency
Neutralize all foreign users

QUESTION 7: What is the justification for accepting a small financial loss in the short term?

Show institutional weakness
To avoid public relations disasters and protect the reputation
To permanently retain all users
To reduce the psychological strain on staff

QUESTION 8: Why is refunding transactions to toxic users considered profitable?

Because it immediately increases revenue
Because it preserves the team’s energy and protects the brand
Because it eliminates the need for technical support
Because it always builds user loyalty

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

INCORRECT QUESTIONS

Are there any errors or improvements?

Where is the error?

What is the error?

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