The letters ACSI are an acronym for the Association of Customer Service Institute, which measures customers' perceptions of service quality around the world.
Answer the following statement true (T) or false (F)
False
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Significant differences exist in terms on financial statements around the world. For example, another name for what we know as Additional Paid-In Capital in the U.S. is:
a. Share Capital b. Capital Reserves c. Provisions for Other Risks d. Deferred Income
Which of the following is most likely a true statement about services?
A) Services can be stored for later sale or use. B) Service quality is not dependent on the provider. C) Services can be easily separated from their providers. D) Service industries vary greatly. E) Demand fluctuation has little to no impact on service providers.
Which of the following statements about customer service is true? A. Customers must initiate the requirement that customer-service procedures be implementedthroughout an organization
B. An excellent customer-service reputation cannot give the organization a competitive edgein the marketplace. C. Customer service is a problem-solving function that should exist only when a customerreports a problem. D. Customer service will not receive the attention it deserves without the support of the organization's top management.
The University Store, Inc. is the major bookseller for four nearby colleges. An income statement for the first quarter of the year is presented below: University Store, Inc.Income StatementFor the Quarter Ended March 31Sales $800,000Cost of goods sold 560,000Gross margin 240,000Selling and administrative expenses Selling$100,000 Administrative 110,000 210,000Net operating income $30,000 On average, a book sells for $40.00. Variable selling expenses are $3.00 per book; the remaining selling expenses are fixed. The variable administrative expenses are 5% of sales; the remainder of the administrative expenses are fixed. If 25,000 books are sold during the second quarter and this activity is within the relevant range, the company's expected contribution margin
would be: A. $300,000 B. $175,000 C. $875,000 D. $65,000