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A project manager is called to an informal meeting with the customer and a problem is raised. This problem has major implications for the project manager’s company, but the customer wants to pursue a solutionat the meeting, The project manager should( ). A.Tell the customer that he will not address any problems

单选题
2022-01-03 17:04
A、Tell the customer that the problem is not sufficiently defined to company to a solution
B、Collect as much information on the problem without committing hiscompany to a solution
C、Give the customer a range of solutions that might be acceptable to his company
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正确答案
B

试题解析
在本题案例中,客户在与项目经理的一次非正式会议上提出了一个问题,并试图在会上获得问题的解决方案。由于这个问题主要牵扯到项目经理所在公司,该项目经理无法马上解决的这一问题。这时,作为项目经理,应该特别注意与客户的沟通方式,并采取一定的沟通技巧。
选项A和选项B的做法都属于简单回绝型的应对方式。缺乏经验的项目经理,在与客户沟通时,总会不自觉地当场给客户一个“是”或“否”的结论,这种做法是不恰当的,特别是当场回绝客户更不可取。因为直接给出结论型回答,一方面可能会出现回复给客户的结论不当,另一方面也会让客尸感觉到没有真正用心对待他们的需求。当客户提出一些难以处理的问题时,一定不能当场直接回绝客户,正确的做法应该是先把问题记录下来,并尽量收集相关信息,等进行仔细评估或报告上级批准后再答复客户,甚至可以请公司高层与客户沟通。这样做既会让问题得到一个比较妥善的解决,同时也会让客户感觉到项目经理是一个做事稳健、思维严谨、对事负责的人,从而为以后的合作打好基础。选项C的处理方式就是这种正确的做法。
而选项D的做法看似合理,但在没有充分搞清楚问题前所给出这一系列所谓的解决方案将来能否被公司所接受尚不能确定,而且项目经理所给出的这些方案让用户选择,实际上是把问题又抛回给了用户,并不能真正解决问题,反而容易导致和客户之间进一步的纠缠不清,既可能让用户感到对多种选择无所适从,又可能在客户选择了某项解决方案后,由于项目经理的考虑不周而导致将来丧失在真正解决问题时的灵活主动。
因此,根据上述分析可知,正确答案应选C。

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