What are the four basic and most commonly used ways to develop a detailed plan for a service delivery system?
a. poka-yoke, fishbone analysis, universal service map, simulation
b. fishbone analysis, universal service map, PERT/CPM chart, simulation
c. simulation, fishbone analysis, Pareto analysis, universal service map
d. critical paths, simulation, PERT/CPM chart, fishbone analysis
b. fishbone analysis, universal service map, PERT/CPM chart, simulation
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According to the text, why do some sales trainers encourage salespeople to plan questions to ask during sales presentations?
A. Determine how a prospect feels about their current supplier B. Provide positive feedback about MCI to buyers C. Assess verbal and nonverbal feedback about MCI D. Request additional information about their own products E. Gather statistical information for MCI management
Organizations want selection measures to be ______, meaning they are consistent over time and between people.
A. inconsistent B. reliable C. variable D. personal
What is the best way to ensure the audience understands the bad news?
A) Imply the bad news B) Use vague terms regarding news C) State the bad news clearly D) Start the message with the bad news E) Invite the audience to contact you to discuss the bad news
An example of demographic information would be:
a. the location in which an individual stays. b. the ethical principles of an individual. c. the level of creativity of an individual. d. the technology an individual uses.