Explain what cost-volume-profit analysis is and how managers use it
Cost-volume-profit analysis is an analysis of the cost behavior patterns that underlie the relationships among cost, volume of output, and profit. The profit planning equation (S = VC + FC + P), breakeven analysis, and contribution margin analysis are all tools used for planning and control of future cost structure, prices, and product mix.
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Which of the following is not a way in which nonverbal communication is expressed?
A. grimacing B. avoiding eye contact C. looking away while talking to someone D. writing a thank-you note E. touching someone's shoulder
________ are product associations that are not necessarily unique to the brand but may in fact be shared with other brands
A) Points-of-parity B) Points-of-difference C) Points-of-inflection D) Points-of-presence E) Points-of-divergence
Service blueprints ____________, and how these are supported by backstage activities and systems
a. enhance servicescape features such as furniture and lighting b. complicate employee handling of special requests c. clarify the interactions between customers and employees d. enhance customer technical know-how e. diminish customer complaining capacity
Which one of the following is not one of the stated goals of salary administration programs?
A. It assists managers in determining which employees should be laid off or furloughed should that become necessary. B. It enables the organization to conform with requirements of existing legislation. C. It helps reduce employee turnover. D. It helps promote good employer-employee relations.