Gedde carefully avoids exaggerating any claims about his product, so as not to disappoint clients after the product is delivered. Gedde is using which of the following methods of building customer trust?
a) building the client’s trust in his company
b) building the client’s trust in his firm’s marketing
c) building the client’s trust in his industry
d) building the client’s trust in him as a reliable person
ANS: b
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Small talk is a __________ tactic whose purpose is to gain basic information that will help you
make a connection with someone. a. nonverbal b. mediated c. conversational d. none of the above
Briefly describe how the information organization differs from the formal organization
What will be an ideal response?
Kevin uses words like "councilman and mailman" even though he knows not everyone in these jobs is a man. Kevin is using _____ language
a. generic b. homophobic c. concrete d. denotative
Phillip is not listening carefully to Jacques describe his vacation because he is more interested in telling Jacques what he did on his vacation. What listening barrier is Phillip experiencing and what can he do to overcome it?
What will be an ideal response?