Under the ________, all people in an organization are affected by at least one other person, and each person affects the whole group or organization.
A. construct mechanism
B. zero-sum condition
C. total person approach
D. systems effect
Answer: D
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A(n) ________ strategy presents a generic value proposition built around the core customer need and the business's generic positioning strategy
A) mass-market B) large-segment C) adjacent-segment D) multi-segment E) niche-segment
Which of the following is a benefit of using blogs as marketing tools for companies?
A) Blogs provide companies with a platform to help portray wider merchandise. B) Blogs are online selling platforms for people located in hard-to-reach places. C) Blogs help reach a wider audience compared to other online direct marketing tools. D) Demographic information about customers can be easily discovered. E) Blogs can offer a fresh, original, personal, and cheap way to enter into consumer conversations.
Which of the following is true about persuasion in the digital age?
A) The volume and reach of persuasive messages have become limited. B) Persuasion is less complex and personal. C) Persuaders play on emotions by using flattery, empathy, nonverbal cues, and likability appeals. D) Only organizations with dedicated sales teams are in the persuasion business.
Recovery, in the context of the four basic customer service principles, refers to?
a. Companies keeping their promises with services that are accurate and dependable b. Companies respecting their customers and treating them in a fair and ethical way c. Companies adding unexpected touches to their service d. Companies fixing their customers’ problems in a quick, meaningful way