All of the activities a firm engages in to satisfy the needs and wants of its customers is referred to as
A. touch points.
B. relationship management.
C. customer service.
D. customer satisfaction.
E. customer communication.
Answer: C
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Different organizations have basic norms that govern which emotions should be displayed and which should be suppressed. What are these norms called?
A. emotional dissonance B. display rules C. house rules D. emotional regulation
Which statement is correct about terminating the interview?
A) Any spontaneous comments the respondent offers after the formal questions have been asked should be recorded. B) The interviewer should answer the respondent's questions about the project. C) The respondent should be left with a positive feeling about the interview. D) All of the above statements are correct.
Which of the following is an example of a source objection that a salesperson for a small publishing company might hear from a bookstore owner?
A. "I only deal with large, well-established publishing companies." B. "Your books are priced too high." C. "I don't take risks with books by new authors." D. "I'm too busy to talk to you now." E. "I am satisfied with the amount of stock I currently have."
______ are acceptable standards of behavior that are shared by members of our cultural group.
A. Work group interactions B. Scripts C. Societal sanctions D. Cultural norms